Adds-To-Cart Incorrect

Hello @roberthemsing,

I understand the add-cart events are not proportionate with the number of checkout events, correct?

Could you please attach a copy of your site’s System Status report? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support” (after you scroll down a bit)”. Once done, please paste it here in your reply or via a text-sharing service like https://gist.github.com/.

Look forward to hearing back from you.

Hi @babylon1999

Yes, that’s correct. I’ve copied the system status report for you here. Please note the link can only be clicked once and expires in 96hrs.

This doesn’t seem to be exclusive to only one client though. We have another client that had 0 adds-to-cart yet 82 checkouts and 55 eCommerce purchases in the last reporting period. They have a different plugin stack to the client whose status report I posted above.

Going back through our Google Analytics reports it seems to have started on 4th February 2023. Prior to 4th February 2023 the stats still made sense.

• This reply was modified 1 year, 3 months ago by Rosso Digital.

Hi @roberthemsing

The issue you’re experiencing could be due to a variety of reasons, such as a plugin conflict, an issue with the Google Analytics integration, or possibly a change in the site configuration around 4th February 2023 as you mentioned.

Please ensure the tracking code is correctly implemented, and the “Enable Enhanced eCommerce” option is checked under WooCommerce > Settings > Integration > Google Analytics.

Also, the system status report you’ve provided has expired. Can you share it via https://pastebin.com? You can hide sensitive information, such as website URLs.

Additionally, it would be helpful if you could provide some more information:

1. Could you please confirm if any changes were made to your site around 4th February 2023?
2. Are there any specific products or product categories where this issue is more prevalent?
3. Could you please share the System Status Report with us?

As you mentioned, this issue is not exclusive to one client; it might be useful to compare the settings and plugins used by the different clients to identify any common factors that could be causing this issue.

Your cooperation and patience are greatly appreciated as we work towards resolving this issue. Looking forward to your response.

Thanks!

Hi @shameemreza

The “Enable Enhanced eCommerce” option is enabled on all of our eCommerce clients’ sites, as is the “Add to Cart Events” option.

I have pasted the status reports of two sites here. I do have to correct what I said earlier – it seems that the issue is only occurring on Site 1 and not Site 2. I had looked at a 3rd site as well but the add-to-cart events show as 0 there because the client is using a direct checkout plugin meaning customers completely skip the add-to-cart step and go straight to the checkout site.

We’re not using the WooCommerce standard cart page using the [woocommerce_cart] shortcode but a custom-built page layout using Avada Theme builder elements instead. I looked into our books and can tell that this change was already applied in November 2022 however so it doesn’t seem as if it would impact the functionality of your plugin.

I cannot confidently confirm specific changes on 4th February. It was so long ago we would’ve made a million changes since, and we don’t have any admin activity log dating back this far. I did go through the team’s timesheets for 3rd and 4th February to see what they worked on and 4th February being a Saturday we didn’t actually work on the client site at all. On 3rd February we ran some plugin updates but I wouldn’t be able to tell anymore at this point which plugin was updated then. This was also done early in the morning and we know that the stats are still correct for that day.

Your changelog shows the below update which I would’ve applied on 3rd February as we run updates for this particular site every Friday morning.

= 1.6.0 – 2023-01-31 = * Add – Common function for event code. * Fix – Add PHP unit tests. * Fix – Feature/consistency across gtag implementation. * Fix – Fix inconsistencies across item data in events. * Fix – Fix usage of tracker_var() in load_analytics().

https://raw.githubusercontent.com/woocommerce/woocommerce-google-analytics-integration/trunk/changelog.txt

However this update would’ve been applied to Site 2 as well where we don’t see the issue.

• This reply was modified 1 year, 3 months ago by Rosso Digital.

Hey there @roberthemsing ,

As a next step, can use any Chrome extension such as this and debug the checkout flow and check if the add to cart events are triggered correctly or if they are being blocked/not loading, and debug why this could the issue?

Do keep us posted on how the recommended suggestion works out for you.

Just having a thought – how is the add-to-cart event triggered? The site is adding items to the cart using ajax so it doesn’t refresh every time an item is added. Could that be the issue? We added the ajax add-to-cart plugin on 20th January so it’s around the time the issue started.

• This reply was modified 1 year, 2 months ago by Rosso Digital.

Hi @roberthemsing

The add-to-cart event is triggered when a customer clicks on the “Add to Cart” button. The AJAX add-to-cart plugin you mentioned allows items to be added to the cart without refreshing the page, which could potentially be causing the issue you’re experiencing.

If the issue started around the time you added the plugin, it’s possible that it may be conflicting with the proper functioning of the add-to-cart events.

You could use the Chrome Developer Tools to debug the checkout flow. This tool will allow you to see if the add-to-cart events are being triggered correctly or if they are being blocked/not loading.

To use Google Developer Tools, right click on your page and select “Inspect”. Then, go to the “Network” tab and filter by “XHR”. This will show you the AJAX requests being made.

If you see any errors or the add-to-cart events are not being triggered, it could be due to a conflict with the AJAX add-to-cart plugin.

Please let us know how this suggestion works out for you. We’re here to help!