Incomplete Conversion data being sent to google and facebook. Shopify sending on 60% conversion data

[Salty100]

Hi Everyone

We have noticed that from 13th of May, suddenly the number of conversion data being sent to facebook and google dropped to 60% 
It seems that for certain browsers, its not sending proper data

This has severely impacted by google ads and also i'm facing issue in google analytics reports

Has anyone faced such issue before? How can I fix it?

Please note, we not made any change in conversion tracking. and since the issue started happening on both google and facebook at the same time, i'm 100% sure its a Shopify Issue

Please find below some screenshots for reference. It is from 13th May - Please check gross shopify sales for that day and sales recorded in analytics

[Jimmy87]

I'm experiencing the exact same issue, so you are not alone, I have reached out to support but they have essentially told me nothing is wrong. I have not changed anything on my site.

The problem I am having is google thinks my site is now not performing well so I have had to lower my TROAS goal in my advertising something I should not have to do because shopify has changed something.

This did happen about 3 months ago but shopify swiftly fixed the issue, fingers crossed they are working on it. I imagine it is something to do with the order confirmation page.

Also, if you do find a solution please do post it on here as it is driving me crazy!

[Salty100]

Thanks a ton

I have also raised a request with Shopify
I'm planning to switch my FB tracking to optimise for initiate checkout instead of purchase

Even I feel its something to with the order confirmation page as all other events like visitors, sessions, ATCs are being properly tracked

[Hardik_Sagar]

yes we are also facing this same issue in more then 20 stores so if you have any solution please tell us so we can solve that.

when we trying to reach out facebook then they asked its shopify issue and when trying to contact shopify then they told its facebook  issue so none give propper solution so please you have any silution please tell us so we can solve that.

[Wesley9]

This issue is still a problem.

From now on i start every 2 or 3 days a new discussion with the same topic. Until they stop ignoring us and come with a solution, it harms my ads from Meta and Google a lot. And even shopify analytics is showing still incorrect data.

[Josh_Uebergang]

Is this for Shopify's Facebook channel with pixel setup and the (now longer Shopify) Google channel? Or Shopify's default Google Analytics set up for GA3/Universal Analytics?

[Jimmy87]

I don’t use a Facebook pixel but for me universal analytics/GA3(Shopify), GA4 (new google app) and a tag manager script with custom conversion tag are all about 60% less. 

As per my previous reply, if you look at my post history, this was also a problem about three months ago and was solved by Shopify’s backend.

[seo_israel]

Same issue here, on multiple Shopify accounts. We noticed that the change took place on a specific hour in the evening of the 12th of May, around 19:00GMT.

[Salty100]

Yes
Sounds about right
I believe since then only it started happening
Have you taken any steps?

[sampymishra]

Hi @Salty100 

I'm sorry you're experiencing a drop in conversion data and issues with Google Ads and Google Analytics reports. I can offer some general suggestions on how to address this type of problem:

1. Check for tracking code issues: Ensure that your website's tracking codes for Facebook and Google Analytics are implemented correctly. Double-check if any recent changes to your website or updates might have affected the tracking codes.

2. Browser compatibility: Since you mentioned that the issue seems related to specific browsers, investigate if any updates or changes in those browsers could be causing the problem. An update or new feature may be interfering with the tracking codes. Check for any known issues or incompatibilities between the browser versions you're experiencing issues with and the tracking codes you're using.

3. Contact support: Reach out to the support teams of both Facebook and Google for assistance. Explain your issue and provide them with as much detail as possible. They can offer specific guidance or troubleshoot the problem with you.

Hope this helps.

[Daniel_1234]

I can also confirm that I can see the same problem in two different stores since the night (CET time) between May 12 and May 13.

[flareAI]

Hello @Salty100,

I am Gina from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot.

It's unfortunate that you are experiencing a significant drop in conversion data being sent to Facebook and Google from your Shopify store since May 13th. If the issue started happening on both platforms simultaneously, it suggests that it could be a Shopify-related problem. While it's difficult to pinpoint the exact cause without further investigation, here are some steps you can take to address and troubleshoot the issue.

1. Contact Shopify support
It's good that you have already raised a request with Shopify. Their support team should be able to investigate the issue further and provide specific guidance and solutions.

2. Review recent changes
Even if you haven't made any direct changes to your conversion tracking, check if any updates or modifications were made to your store's theme, apps, or integrations around the time the issue started occurring. It's possible that an unintentional change or conflict is impacting the tracking functionality.

3. Check the order confirmation page
As you mentioned that all other events like visitors, sessions, and add-to-carts are being properly tracked, focus on the order confirmation page. Ensure that the necessary tracking scripts or codes are correctly implemented on that page. Verify if any recent modifications to the page might have affected the tracking.

4. Debug tracking codes
Use the debugging tools and resources provided by Facebook and Google to troubleshoot and validate your tracking codes. These tools can help identify any errors or discrepancies in the implementation and assist in diagnosing the issue.

5. Consider an alternative tracking method
If you continue to face difficulties with the current tracking setup, you can explore using alternative tracking methods or events. For example, switching your Facebook tracking to optimize for the "Initiate Checkout" event instead of "Purchase" could be a potential workaround.

6. Monitor analytics and advertising platforms
Keep a close eye on your Google Analytics reports and advertising platforms to detect any other potential issues or inconsistencies. Look for patterns or trends in the data that could help pinpoint the problem further.

7. Seek expert assistance
If the issue persists or if you need further technical expertise, consider consulting with a Shopify expert or a professional developer who specializes in analytics and tracking implementations. They can offer targeted solutions based on your specific setup and requirements.

Remember to document any error messages, changes, or observations related to the issue. This information will be valuable when working with Shopify support or any external experts.

Lastly, remain patient and continue working closely with Shopify and the relevant platforms to resolve the issue. Technical challenges can take time to diagnose and rectify, but with proper investigation and collaboration, a resolution can be found.

Gina

[Salty100]

Thank you so much Gina
Truly appreciate the detailed steps suggested by you and the time taken out to do so

I'll definitely look into this!

[Jimmy87]

Have you found a solution to this?

[Akshay86]

Hi

Have you found any resolution on this yet, i am also experiencing the very same issue and contact shopify support about this as well. But till now there is no consolidated reply from them yet. It happened on the very same day for me as well, since 13th of May

[Jimmy87]

So far I have not found a solution. Has anyone else?

[Lorenzo_Mrk]

I have the same problem, does anyone have found a solution?

[Akshay86]

I have not found any solution to this so far, but i have contacted shopify support about this and a ticket is still going on for this same issue. 

Has anyone else found any solution for this yet?

[Salty100]

No Solution yet
Shopify support blames it on Facebook, Facebook support blames it on Shopify

But I found 1 solution (If you are an Indian Company), you can use express checkout providers like Shopflo, GoKwik etc. In this case server events are shared by these companies resulting in data accuracy

[Akshay86]

The issue must be with shopify only I suppose, because there is no possible way that google analytics stops recording conversions at the very same time Meta business manager does. Both of them just stopped recording conversions since 13th of May, and the date is even same for all the shopify users who have replied to this forum discussion. 

[Hardik_Sagar]

if you found any solution please tell us.

[Akshay86]

I am also experiencing the very same issue, since 13th of May. The issue is with how shopify integrates facebook pixel directly by the facebook sales channel- this is as per what the meta support has informed me. As per them, they did found 'poor tracking' status for my pixel and asked me to reach out to shopify support for the same, as in case of direct integration which shopify offers for facebook pixel they can't do anything from their end. 
And as per me, this sounds quite correct, as for my store, I have setup google analytics by the sales channel app only and the exact same issue was evident there as well since the very same day 13th of May.
I still have a support ticket going on with shopify support and i am currently waiting for their reply. 

Can you or anyone else please confirm if they are experiencing the same issue even if their pixel is integrated directly by code instead of facebook sales channel app. This will give a quite clear insight.

[andrewkeezer]

Also experiencing this issue and have been troubleshooting with various tracking code changes. No resolution yet.

[Jimmy87]

Just an update on the above.

I've raised multiple Shopify support tickets, but it seems Shopify is really burying their head in the sand.

They're blaming Google, but when I mention the fact that there's also a Facebook issue and that a custom JS script I have isn't firing on every conversion, they close the support ticket. Let's hope that with enough requests, this gets fed back to the developers to get sorted. Fingers crossed.

[Akshay86]

In my case, a ticket is still going on since 6 days, and there has been no reply on it for last 3 days. They are just not ready to accept that there is an issue with shopify, just saying to check with facebook and google support, which i even did. But the question is still the same; how can they just stop working on the very same day. 

[Akshay86]

Has anyone got any reply on this from shopify support?

Or any available solution to this?

[Veselin]

This is the reply from Shopify support I got

"Thank you for getting back and for sending screenshots of the current situation we are troubleshooting.
Now with regards to the Shopify community thread you have shared, I can confirm that the issue you are facing right now is a known issue and our specialists are currently looking for a way to resolve this."

[Akshay86]

Got a pretty same reply a few days back. It seems shopify has accepted that there is a fault which has to be resolved at their end only, and they are working on it, as it seems

[kundan1]

Hey,

Does anyone found any solution for the same?

[xiddixaid]

It will automatically be solved when shopify realize that the issue is from their end

[xiddixaid]

Shopify do not want to own the issue is from their end. And everyone saying (Google, Facebook and Tiktok) saying the issue is from Shopify end.

Shopify Support just suggesting trash:

check this check that
recent changes
theme changes
check recent app

what the heck, my question is to support is what theme file run on checkout page?

Shopify just made some updates on 13th May and this happened. We are paying them for the non technical support. I we talked to the support about any technical issue they suggest the community and when we post out question to community, community members suggest the support. What the heck is going on....

[Akshay86]

Hey

I also reached out to shopify support, and as for my ticket they have accepted that there is an issue with shopify itself, but they are taking forever to get this resolved. From the last 10 days, my support ticket has been like

me- is there any update on the issue?

shopify- not at the moment!

This is just frustating to know that I am losing money because of higher ad spends( because of incorrect learning), losing on profits due to missed sales. And what shopify has to say is ‘issue is still being investigated, and they have no update on this at the moment, but they’ll reply as soon as they have something on it’

[xiddixaid]

On my end ticket is opened since 10 days and support just suggesting me junk.

On one end we are losing money on other end facebook and google dropping our ads that both platform trained the ads on the basis of conversions. We are facing huge loss everyday. They are just relaxed and keep saying issue is still being investigated".

[Akshay86]

Same is the case with my ticket till NOW! It has been well over a month since this issue is going on and shopify is the least bothered about this it seems. The only reply they have is that there is no current update and they’ll reply as soon as there is an update about this.

They are just investigating till now. 

And the thing about campaigns is also a fact, they are seriously affected because of incorrect learning, and I am also just losing money in excess ad costs and less conversions.

[xiddixaid]

which theme you are using?

[Akshay86]

I am using Impulse Theme

[Jimmy87]

I don’t think it matters what theme people use because they are hosted
checkout thank you pages. Correct me if I’m wrong.

>From my investigating, the problem lies with Shopify issuing a redirect on
the thank you page. And then not triggering the conversion tags on the
order status page where the user is forwarded to.

To get round this I’ve made a custom liquid if statement which fires a
conversion tag but only If the order time and date is within five minutes
of the current time.

That stops any duplicate conversions being tracked.

[xiddixaid]

Yes, you are right theme file did not render on thank you page. But its about cookie when user come on store page and if there is an error in javascript code then cookie will not be created.  But its rare, I have check everything on my end, all things are fine.

On my end most of my orders which are not tracked are created from Android Chrome Browser.

[xiddixaid]

Any update?

[Akshay86]

No solution as of now.
About the support ticket which is going on, they are asking me to check if the 3rd party payment gateway I am using is redirecting the customer to the correct URL after the payment. But in my case, the answer is pretty clear. My shopify store has a COD option as well, which is enabled by Advanced Cash on Delivery App, which is developed by shopify itself, and orders processed through this also have the same issue. They are even asking me to check any upsell apps, while I am using none.

The frustrating point is that, if they were investigating the issue from this long, they could have asked me to check these things quite a lot of time back, my support ticked itself is going on for more than 20 days now. The issue happens to be going on for more than a month. And they are asking me check these things now!

[xiddixaid]

Actually 1st tier and 2nd Tier support is helpless they are not directly connected to development team. They just waste out time by asking these type of questions.

On my end they are just telling me talk to Google Analytics and Facebook and keep suggesting me Hire an Expert and I told them I am actually a developer but they are just helpless.

The problem is that, shopify got a huge customer base and they do not care about customers technical issues, support is only for to help you in setting store and sending shopify documentations link.

[saptamveda]

I am having this same exact issue. I had a chat with Shopify this evening and they mentioned they have made a change but that's related to GTM.

Pasting the chatlog below -

14:08 Ace C (Support Advisor): I do apologize, but I am well aware of the situation. sometimes, the thank_you url is firing, sometimes it's not. The reason being is an update because people were finding a loophole to use GTM on non-plus plans.

14:09 Ace C (Support Advisor): now, it was randomized in a way that will still fire with Shopify Analytics for conversion, which is recommended, but can still work with Google Analytics.

Also, with regards to the Google Pixels not firing -

14:13 Ace C (Support Advisor): I think this has something to do with UA sunsettng and being replaced with GA. Also, support for this is now deferred to google as they took over support for all google apps within Shopify. you can actually go to your admin>apps and sales channels>Google and youtube channel>Get support

14:13 Ace C (Support Advisor): because even with our changes to the thank you URL, GA should still be able to track conversions

14:13 Rishika Namdev: Exactly

14:13 Ace C (Support Advisor): I would encourage you to contact the Google and youtube Sales channel support

14:17 Rishika Namdev: I am using super basic integrations so I am 100% sure something is broken here and not just now since about a month

14:18 Ace C (Support Advisor): I understand. that is why I'm asking you to contact the sales channel support. They can definitely help you out with this Rishika. We are able to detect issues on our end. but they're more trained technically

If anyone has found a solution, please let me know as well. Its been over a month now.

[xiddixaid]

One solution is to resolve this is to leave shopify and other is to start using any paid analytics tool.

In order to resolve this issue, I guess we need to launch a paid ad campaign against shopify then perhaps shopify will take some serious action to resolve this issue. 

[xiddixaid]

Here, Anyone has Shopify Plus plan just need to confirm if shopify plus has the same issue or not?

[Akshay86]

Is there any update on this?

[xiddixaid]

nope...

[Georgi_Demirev]

I just want to add to this thread since I've noticed this issue when we migrated from UA to GA4 and we thought it might be a misconfiguration on our end. However, after reading the comments here, I went back and cross checked Shopify vs Google analytics and noticed the discrepancies starting after the 13th of May as well.

We're missing ~50-60% of conversion metrics on average and on bad days (like yesterday) we were missing 87% of purchase events!

I tried the GA4 debug tool and found that the begin_checkout, add_payment_info and purchase events never fire at all for me. Obviously they do trigger for 10-40% of our customers, but that's besides the point. During checkout the only events I'm triggering are scroll, page_view and user_engagement.

This needs to be fixed ASAP, it's messing with our advertising metrics big time. Not to mention once fixed it will still take months for our metrics to stabilize until they gather the correct data again.

[Akshay86]

That’s about it in clear words. But shopify support has been useless in this case, they just keep on saying, it is being investigated, for me the support ticket is already going on for more than a month now. 
Also, i feel like nowadays, shopify support is completely helpless. For instance, i recently had a problem with new order email notifications, which has happened before as well. But earlier, it used to get resolved in just a minute or two after i contacting the support. But the last time it happened, yesterday, the support executive is just suggesting me random things instead of resolving the issue like it was done earlier. 

[xiddixaid]

have you tried custom events?

[APAAR_GUPTA]

Do we still not any solution on this?