Order attribution issues fall into one of the following 2 categories:

  1. Your click wasn’t tracked
  2. Your order data is missing the cart ID associated with the click

Issue 1: My click wasn’t tracked

Possible reasons:

  • Page load time
    It’s possible customers are abandoning your page in the moment of truth (the internet standard is 3 seconds or less). If your customer navigates away from the page before it's done loading, and our click tracking script has not had a chance to fire, the click won't be tracked.

    Try: Running a speed test.
  • You’re missing the JavaScript in the header tags of the site, or they are being deferred. If you are using Google Tag Manager (GTM), for example, this can cause deferment.

Issue 2: My click was tracked, but it’s missing the cart ID

Possible reasons (check these first):

  • Third-party payment gateway
    This is when a payment provider redirects customers from your checkout to another page to enter payment info. Since customers may not return to your confirmation or Thank You page, Refersion can’t get a cart ID for the order.
  • Headless checkouts
    If you’re using headless checkout, chat with us. We’ll see if we can help identify a workaround for getting your Cart ID.
  • Buy Now buttons
    These take the user directly to checkout, bypassing the action where a user adds an item to cart. We use the cart ID to match clicks to orders to create conversions. Without a cart, we have no cart ID to match clicks to orders, and that is how conversions are created.

    If you’re using Buy Now buttons, you may need to add additional scripts to make this work, and we may have some suggestions for you.
  • Checkout redirect to a different subdomain
    If your store is located at apples.com, but your checkout redirects to shop.apples.com, or you are redirecting to an external landing page (via ClickFunnels, Leadpages, Instapage, or similar), this can introduce a mismatch.

Other possible reasons for missing cart ID for WooCommerce only

  • Optimization plugins that minify or bundle JavaScript.
  • Autocomplete plugins that conflict with Refersion’s cart tracking script on the standard thank you page.
  • A custom thank you page.

We want to make sure you’re off to a smooth start! If none of these recommendations help resolve your issue, don’t hesitate to start a chat with us from the app or email us at: [email protected].

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