Facebook tracks a sale which didn't happen

[leadcon]

Hi community,

according to my facebook admanger, we just received a sale for a specific product. Unfortunately, the order won't show up in our Shopify backend, even though it's marked as a sale on facebook.

Can anyone help me out with that one? Tracking should be fine. 

Thanks in advance.

[Josh_Uebergang]

Go to Events Manager in Facebook, look at the purchase event, and export the CSV file. That will tell you where the event fired.

[Niki_K]

Hi,

as suggested below, check when the checkout event fires. Plus, here is some more information about the metrics on Facebook.

Facebook's default attribution settings is 1-day view and 28-days after click. This basically means that if a Facebook user clicks on an ad today, go to your website, see a product and then leave AND let's say, after 10 days this user comes back directly to your website and makes a purchase on your website, Facebook will attributes this purchase to the ad, which the user clicked on 10 days ago. So, in the end, a purchase will show up in you Ads Manager reports. However, if you use another analytics (e.g. Google), you will see that the purchase has been attributed to direct source. 

It might be also the reason why you don't see the purchase for the specific day via Facebook channel.

Best regards,

Nikola

[Propelguru]

• The first thing that we need to check is whether the Facebook pixel code is properly installed on every page of your website between the head tags.
• Custom conversions and pixel events help us to define an action for Facebook. If you accidentally define a landing page view as a purchase, Facebook will report it as a purchase.
• When you create your ad set, you may define the purchase event as a particular conversion. You can do this by setting up the custom conversion.
• A conversion is a conversion. But it’s all about the Facebook attribution window: When Facebook thinks the ad gets credit for a conversion.
• When you run a campaign on Facebook, people are going to engage with your ad. They are going to comment or share your posts. Facebook will not report on these organic conversions in Ads Manager.