10% of the orders are multiplied several times

  • Resolved tyfo

    (@tyfo)


    4 years, 4 months ago

    Hello,

    we have a problem with the purchase event (we think..).
    Randomly send the same order data 8 or 7 or 5 times!
    So the GA shows the same order with quantity and price multiplied.
    Can you help us figure out what causes the problem?
    We checked the reload of checkout page and it does not fire the script again.
    Maybe there is a backend functionallity that causes the problem?
    For example if we cancel one order and then complete it?
    Thank you.

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • SC123

    (@searchcomet123)

    We have the exact same problem, and I posted about it last week. I will request more information in my thread as well, so you are welcome to follow that thread too. Happy to see someone else experiencing this issue. For us, it started happening around the 26th of august.

    If you find a solution, please share it here.

    I checked the traffic that has multiple hits, and it was mostly Safari + mobile users – is this also the case with your traffic? (you will have to segment the data according to duplicate orders – there are guides for doing this in Analytics out there)

    Plugin Author Conversios

    (@tatvic)

    Hi there,

    Thanks for posting us and sorry for not replying sooner..!!

    Could you have a look at your GA and find a specific browser+device pattern for the orders which are showing multiple quantities.

    The reason we are asking this because there is a known issue with Safari+Mobile users. The issue is when a user places an order from the Safari browser using his/her Mobile device, keeps the order tab open, and leaves the browser.

    And whenever (s)he opens the Safari browser in different sessions then there will be an auto page reload of the order confirmation page, which occurs due to the Safari mobile browser. Such auto reloads lead to duplication of order data and therefore cause discrepancies in data.

    Also, please make sure that there should not be duplicate tracking snippets at the thankyou page.

    And just FYI, there is no backend functionality from the plugin which could cause such an issue.

    Thanks & Regards,
    Tatvic Analytics.

    SC123

    (@searchcomet123)

    Hi Tatvic

    In regards to your post above, is any fix being made to the tracking to combat this new error, or what would be required to fix it?

    Plugin Author Conversios

    (@tatvic)

    Dear @searchcomet123,

    As communicated in the previous post, the duplication issue is occurring due to the auto thankyou page reload issue in Safari + mobile ??environment.
    ?
    This issue is something occurring from the Safari side and we tried multiple methods to solve this problem but did not obtain any concrete solution.
    ?
    There is one workaround using which you can redirect the customers to some other page after the thankyou page completely loads. This workaround should help to prevent duplication of orders which were placed from Safari+Mobile combination.

    We hope this helps.

    Thanks & Regards,
    Tatvic Analytics.

Viewing 4 replies - 1 through 4 (of 4 total)
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