Facebook Pixel Add To Cart Tracking Issue

[Adam_Hurlburt]

Hello,

I am having issues with the pixel tracking on my store. I am using the shopify facebook integration through the store settings. I am not using a dynamic cart and when I go through the pixel tester the events seem to work, however, I do not get correct results in the facebook ads manager so there is an issue with reporting. 

Here is a screenshot of my facebook ads reporting from a random time period. I know that the numbers are incorrect because I can't have less add to carts than initiate checkouts or purchases based on the way my store is setup, you have to add to the cart first. There is a huge discrepancy in the number of add to carts shopify has vs what facebook has.

I've been looking through multiple topics on this in the shopify forum and have gotten no where. I would really appreciate if someone from Shopify technical team could reply and try to help me.

[jlpetracca]

Hi Adam!

How are you?

It is true that you have a problem out there, but Its really difficult to help you without take a look to your ecommerce's source code. Can you give us your ecommerce's url?

Thanks

Jose Luis from Nerds With Attitude | eCommerce Growth Marketing

[Adam_Hurlburt]

Hi Jose,

Thanks for your message. My website url is  "guiltypaws" .com 

If you can shed some light on this it would be great. As i mentioned when i do real time event testing with facebook I get the events, it's just for some reason I am not seeing them (or at least all of them) reported in the wild. Perhaps it isn't working in some browsers? (see update below)

One additional note which may be helpful:

I am automatically redirecting after a customer adds to cart.

One thing I've considered is just tracking the add to carts manually by firing the pixel via js in my theme file, however, i would like to avoid this since I'm using the standard shopify integration and some add to carts are being recorded so I want to avoid miscounting and I don't want to have to handle all events myself.

UPDATE:

After I wrote this post I thought about maybe this isn't working on some browsers (since when I test the event with chrome - desktop - OSX - it's good). So I did a breakdown based on device in facebook reporting. While I am seeing discrepancies across both android and iphone the delta between add to carts and purchases is significantly more pronounced on iphone. Android has around 85% of add to carts to purchases whereas iOS only has around 30% add-to-carts to purchases. 

The real number (based on shopify should be something like 300% add-to-carts) so android is still off but across all ad sets iOS is consistently off by more. So maybe that is a clue?

[Adam_Hurlburt]

Would be nice if Shopify offered some insight into how their "standard" implementation actually works... I googled but couldn't find anything, just a black box...

[jlpetracca]

Adam,

I think I found the mistake...

- If you don't change the option of Canvas Size, doesnt trigger the event AddToCart, when you add to cart.

- But when you change the option, it does trigger the option.

I recommend you to leave it as, "please choose one" and check it as mandatory. It will fix the problem.

I hope this work for you!!

If you need something else, dont doubt to call me! Also, If you want to run FB Ads Campaigns.

Best Energies!

Jose!!

[Adam_Hurlburt]

Thank you Jose for looking into this. 

How did you determine that it doesn't trigger the add to cart without changing the canvas size? This does not match what I see in my tests? The FB pixel event fires for me when using the event tester without changing the canvas size (as well as with changing the canvas size). Using chrome debug tools I also see the network request go out to Facebook and seems to be working properly.

I am unable to reproduce the issue locally, or maybe Facebook is always sending the event but not reporting it correctly?

[jlpetracca]

Bro! How are you! I run a test and I found out that...

Contact me by WA and we can arrange a quick call by Meet and I will show you the diference.

Regards

Jose

Some of all my tests

https://www.dropbox.com/s/h6g8dyvzeyn4ogn/Captura%20de%20pantalla%202020-08-04%2015.28.42.png?dl=0

[Adam_Hurlburt]

I've had some more time to look into this and am able to reproduce the issue on Safari on the iOS simulator. However, Safari in-app browser works fine. When I open the website in safari browser on iOS and add to cart, I do not see the tr/ event sent for the addtocart event. The call is not made to fbevents.js.

Since I am using the built-in shopify facebook integration I would really appreciate if someone from @Shopify could take a look or explain how/when the event is called. It is very frustrating that this is a black box.

[jlpetracca]

Why dont you try to fix it as I told you?

[Adam_Hurlburt]

I tested what you told me and verified it was not the problem as I mentioned. I see the call to facebook go out regardless of selecting the variant in almost all cases. When it doesn't go out, it was limited to safari in-app browser. I did not verify that changing the canvas size affected the behaviour for that browser. If it did though, the canvas size is a variant selector and out of the box wouldn't support your recommendation. 

The test results you posted are just an image of my cart with annotations saying which ones worked with no indication of a) why you think they worked or b) how you reproduced. I appreciate you trying to help but giving me an image like that as proof is not helpful. If you provided a video showing the steps to reproduce and the validation the event wasn't firing when no variant selected (via the network tab or something) then I would have looked into it further. That's the test I ran and wasn't able to reproduce. I mentioned all this in the reply to the DM you sent me.