AbleCommerce Shopping Cart Software

Hi Katie,

I can not find a common thread to why some orders are missing. Everyday 10% to 20% of my orders do not register in Google Analytics. When I view the "Sales Performance" report in Google Analytics it gives me a list of order numbers so I can see exactly which ones are missing. Some are PayPal some are Credit Cards. I can view the users page views to confirm they are all landing at the Receipt page at the end of the ordering process. This happens to both regular customer orders and anonymous orders. Please let me know if you have any ideas of ways I can troubleshoot this to better pinpoint why things are being missed. I'd be happy to allow you access to my site admin or GA account if you need.

THanks!

I thought maybe it had to do with the mobile users, but it doesn't appear that your store has the mobile site running. I'll try to do some searching and see if anyone else is having this problem.

Thanks for your help.

First of all, thank you all for the useful information I was able to find in this thread. With it I was able to update my Google Analytics code to Universal Analytics and have new features being tracked in my account.

My problem now is that after updating the footer to load UniversalGoogleAnalyticsWidget.ascx.cs instead of ol' GoogleAnalyticsWidget.ascx.cs, Google Analytics isn't tracking ecommerce anymore. I know because of the new features that have been added to my Analytics that the new code is indeed working and when I go to my Receipt page after a purchase it does show the new Analytics code, just no ecommerce associated with it. Comparing both files I noticed there are certain terms that vary between the old version and the new one, and I'm wondering if there's any changes that need to be made in either the ReceiptPage or somewhere else to connect the two.

If anyone has any idea of what else I need to do in order to make ecommerce work again or if you need further information, please let me know.

Thank you in advance.

PS. I have version 7.0.7 installed.

Can you check the AbleCommerce error log to see if anything is being reported? Also, if GA has any reporting of errors in their admin, then see if anything is shown there. I thought they did, but I can't remember for sure.

It's really hard to say why this portion isn't working, since it should be using the same code. If you are sure it is on the receipt page, and it works everywhere else, it might be worthwhile to check with Google to see if they have new requirements for the ecommerce tracking portion.

Katie,
Could the missing orders be phone orders that are checked out by an Admin? They do not go to the Checkout/Receipt page but redirect to Admin/Orders/ViewOrder page.

My company places phone orders through the website, not through the admin, so the orders are tracked.

OK, then that's not it. The only other thing I can think of is if you allow checkout even if the payment authorization fails.

I do allow checkout if payment fails but I can see that the missing orders are fully authorized orders. I have no errors in my Able logs that could be associated with this. Google does not show any errors on their end and in fact they say my code is installed properly. Google suggests we talk to our Shopping Cart provider to find why some orders are not being tracked. I will happily give access to my admin and Google Analytics account if Katie or someone at Able wants to look at my specific situation.

If the code is working, then we need to find out how the missing orders are different from the tracked orders. If you can start making a report of the orders that are not being tracked, that would be helpful. There must be something in common with them.

Hi Katie, I've been trying to find a common thread for weeks and I have not been able too. First, I am only worried about orders that are properly authorized, so if an order was declined or for whatever reason the user was not sent to the receipt page, those orders are not relevant. So, of the orders that were properly authorized, I've checked the following variables to find something in common:
Credit Card / PayPal
State / Country
Anonymous / Customer
First order / Ordered Multiple times
IP Address
Items Purchased
customer email
customer phone
Foreign characters example; ü ò è

From Monday, I can see that 5 of my 8 missing orders were guest/anonymous checkouts. 2 of the other 3 were customers first orders.

None of these variables make any clear common thread between skipped orders for me. Let me know if there is some variables I may be missing here.

Hi Joe,

It's frustrating for me because I don't have an answer for you. It looks like you have a good set of criteria for a report. If you can compile a document showing the information for each variable, then it's possible that I might see something that you've missed.

Not seeing consistent behavior makes this all the more difficult to solve.

Joe,

I noticed that you are using Paypal express. This allows the customer to leave your site and pay for the order without creating an account. They can also leave Paypal without returning to your receipt page. This seems the most likely reason why some orders are not showing up in GA. Paypal has an auto-return feature which should bring them back to the receipt page, but that is only if they choose to wait for the auto-return to bring them back, otherwise, they can just leave Paypal and go some place else.

This seems like a reasonable explanation, because the tracking code is either working or it's not. If you have activity logging enabled, you can view the customer profile for the missing orders and try to see what pages they are going to (or not getting to), as the case may be.

Hi Katie,

I'm missing credit card orders and PayPal orders. I have been checking all skipped order's customer profiles to confirm they are landing on the receipt page and they are. I understand the issue with PayPal Express users not returning to the site, this may cause 1 or 2 of my skipped orders, but not the other 4 to 15 I'm missing each day.

Thanks Mazhar, but I'm getting an error:

[[ConLib:UniversalGoogleAnalyticsWidget]] e:\web\shukrca0000\htdocs\ConLib\UniversalGoogleAnalyticsWidget.ascx.cs(9): error CS0234: The type or namespace name 'Linq' does not exist in the namespace 'System' (are you missing an assembly reference?)

The error comes from line 9:
using System.Linq;

Any ideas ?

Thanks again