Problems with Facebook tracking: Purchase events are not tracked

[Gaidnar]

Hey folks! So I am fighting with this for over half a year now, and so far with not much success.

What’s wrong:
I installed the Facebook sales channel and set everything up as it should be. Pixel is active, events are firing, match quality is good. I set up pixel tracking + server API tracking, the number of events inside Event Manager seems to be pretty accurate. However, purchase events do not show up in the Ad Manager (page views, ATCs and ICHs do show up, but in like 20% of cases).

I then set up UTM tracking via Google Analytics, and sales were actually taking place, only Facebook somehow did not want to show them inside Ad Manager.

What I have already tried to do:

• Create new ad account

• Create new pixel

• Change theme to a default one (“Debut”)

• Reinstall pixel/reinstall sales channel

None of this helped. I then added some script I found on this forum into Additional Scripts on the checkout page (script attached down below), and Purchase events started showing up in my Ads Manager, which is great, but I feel the data it shows is not accurate. E.g. I have made two sales through one of the ads (the product is 24.99 EUR, and typically people buy 1-2 units, never more than 2), while spending 25 EUR, and Facebook shows ROAS of 95.45. I mean that would be great to have such ROAS, but I guess it either tracks all the sales from my store it just shows some random info.

Script I added:

P. S. Somehow I had the same issue with TikTok Sales Channel, it was perfectly tracking ATC and checkouts, but not tracking sales. I have then added a different script into Additional Scripts and TikTok is now working fine. So perhaps the real problem is somewhere deeper.

P. P. S. I also have problems with ATC and checkout tracking inside Shopify dashboard. ATC are not tracked at all, checkouts are tracked in 60-70% of cases. Already contacted support, they said it is some technical issue and they work hard on solving it (already for several months). Don’t know whether this is somehow linked to the overall issue.

[Daviii]

Hey did you ever fix the issue ? I’m dealing with the same issue and stumbled upon your post

[Gaidnar]

Hey there. So, I wasn’t really able to find out why this was happening, but I am 90% certain it is because of all these EU privacy laws that limit FB tracking a lot. My only solution (which is still not 100% accurate) was to go for a paid CAPI solution. CAPI is able to track purchases in ~80% of cases, ATC and ICH are far away from ideal, but you can work with it. Can’t really recommend a specific provider, the one I am working with is causing me trouble, but I don’t think there is any other way of dealing with the issue.

[Justin_Clark]

This just started happening to all of my ads including google, facebook and tiktok. Starting on September 26th. all of my ads showed 0 conversions. I have never had 0 conversions. I looked into it and the Events tracking for purchases has completely stopped. But when you use the pixel testing tools they are all showing the pixel as present and running. I have no Idea whats blocking the event from being sent to the ad platforms.

[Gaidnar]

In my case, I also saw a huge data discrepancy between the actual results and Shopify dashboard, e.g. when I had 5 sales, the conversion rate was still shown as 0%. I believe the issue may be caused by some Shopify glitch, all the events seem to fire correctly in my case, but the way Shopify handles those and sends them back to FB/Tiktok/etc. might be wrong. No clue, I tried addressing this issue to support, coz it is extremely weird all ad platforms face the issue of underreporting, but never got any smart reply besides a recommendation to contact FB and TikTok support.

[Fpflug]

Hey Justin, we experience the exact same issue. From 26.09.23 we get 0 conversions tracked. All other events work fine. Have you gotten further with the support?