The plugin multiplies the Add To Cart events, wrong Facebook Ads reporting

Hi @moderns

Thanks for getting in touch about our Facebook plugin and thanks for your patience here! I’m sorry that the Add to Cart event tracking isn’t working as expected. I’m happy to help out here ??

There are a few things we could try here that could help us gather more information about what’s causing this issue.

As a first step, we could make sure that the events are being triggered by your website correctly.

Additionally, could you please go to the Test Events tab from your Facebook Event Manager, open your website in a new window and test out the Add to Cart event?

While you’re in the Event Manager, would it possible to also check the Diagnostics tab to see if there are any issues there? This is what those tabs look like: https://cloud.skyver.ge/L1uJWrGj

If possible, it would be really helpful if you could send me screenshots or copy and paste any issues that you may come across.

Thanks so much!

Hey @moderns,

It’s been a while since we heard from you, so I’m going to mark this topic as resolved. If you’re still experiencing issues please take a look at our documentation for more information and create a new thread if you have further questions.

Thanks,
Christine

Closing.

Hi, sorry, I’ve not received any notification. I was using Shopify and never had such a problem, I tested the events and everything seems fine but the reporting is crazy, sometimes one add to cart becomes 10, please revise your code, it’s a fatal error. @simonskyverge. Thanks.

Hi @moderns,

Thanks for getting back to us. The pixel event tracking relies on the underlying WooCommerce actions that are triggered when a customer adds a product to cart. This same code is being used across all our plugin installs, and isn’t something we’re seeing locally, or have seen reported before. So we’ll need to get more information about your site to see what might be causing this.

You mentioned that the events test that Christine suggested to run last time was recorded correctly, so it does seem to be working correctly for some products. Is it only particular products that you’ve seen this report incorrectly? Could you share some screenshots of where exactly you are looking at this figure, as I am assuming it is within events manager?

A lot of the time, with these type of issues, we see themes having an effect and occasionally not using the actions we would expect. I’m not sure if this is the case here, though if you can provide an example product URL that you’ve seen to cause the issue, we can also take a closer look!

I look forward to hearing from you with this additional information so we can look at this further. Could you let me know when you have a moment to share this?

Cheers,

Simon.