Only Shop Pay not tracking purchases in Google Analytics

Shopify Discussion
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Wondering if anyone else is having this problem. ShopPay is not triggering the Purchase event when the transaction is completed. Instead it is triggering the Checkout Step event. However, this is only when someone chooses ShopPay as the payment method. GPay and PayPal both track correctly. Also, the Thankyou page counts are correct. Has anyone else had this problem with ShopPay?

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We’re seeing the same issue on a client’s site. Not sure what the cause or solution is yet but will report back with any insights.

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We are also seeing this issue. Still unsure of cause, but I’ve escalated to Shopify Shop Pay team.

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Any news about this issue?

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We are also dealing with this issue while running ads on google and meta that are directly related to conversion events that are now not being tracked in GA4 or UA. This just started happening 3 weeks ago and is really causing some HUGE issues. Shopify support got back to me and said this:

Thank you for your email - our team has been able to pinpoint the reason why these events are not being properly tracked.

It would appear that the orders where the purchase event is not happening, were placed on the Shop App using an upsell flow. In order for the purchase event to fire, customers must land at on your shop thank you page on your regular domain (e.g. mystore.com/thankyou) whereas the customers whose orders are not being tracked, are landing on the Shop Apps thank you page (shop.app/thankyou).

This would explain the difference in purchase events across all orders.

Our team is currently working on getting this to work in the future, however for now this is expected behaviour and we do not have a timeline as to when we will be able to introduce a solution. Tracking can only take place on your domain’s regular landing page, and not across “other” domains, even if they are native to Shopify.

Thank you so much for your patience while we investigated this for you on our end, and please do let me know if you have any questions.

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Do you have any insights? Shopify is saying they can’t do anything about it because the thank you page is on shop.app and not on our domain and therefore not tracking. At first I thought this was a Google issue because of the migration to GA4 but it is blatantly a Shopify issue. Frankly, it seems like a pretty important issue to address.

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I am also curious if you have found a solution to this. I got the runaround from Shopify support.

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Does anyone have any further update on this? thanks

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After getting the run around from Shopify Support, we had to dive in ourselves and found that it was all Shop Pay orders with the upsell activated (This took many hours to nail down).
We found it’s related to the payment type that you will see when you look at an order’s payment details. Shopify changed Shop Pay orders to use “authorize/capture” payment types instead of “sale” payment type. After sending tons of evidence to shopify, they were able to reverse the update they made on May 16th for us.

We are now getting 100% of GA orders again as of 6/10.

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Wow, this is great to hear - will try the same on our client’s shop. Thanks for following-up!

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We had to install Littledata Tracking GA4 app to track shop pay transactions. It seems to be working now.

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Could you possibly send more detailed information?

  1. Shop Pay Orders with upsell activated - where are you able to see this?

  2. payment type - where can you see this? is it possible you could send screenshots?

None of our Shop Pay transactions are showing up in GA4.

Thanks

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Hi @Nick_Moen : Good Morning

I see you’ve been using this app since a week, ss it working for you now? None of our Shop Pay orders are syncing to GA4. Just checking with you before purchasing the app. Appreciate your earliest response.

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