Sometimes, if we compare the data from Connectif with that of the eCommerce, we may notice that some order IDs are missing in Connectif. This is due to the purchase information not syncing correctly at some point.
In this article, we will explain the most common reasons why purchases are not recorded in Connectif and how to resolve them.
1. Properties
When it is detected that purchase information is not syncing correctly between the eCommerce and Connectif, it is possible to identify the error and address it, depending on different scenarios.
The recording of purchases is reflected in Connectif through the path "Ecommerce > Purchases".
2. How it is used in Connectif
Below are the possible errors in purchase synchronization and their solutions:
2.1. Errors when using an External Payment Platform
If an external payment platform is being used, meaning that the eCommerce is momentarily left to make the payment, it is necessary for the customer to return to the eCommerce once the payment operation is completed.
In many cases, once the operation is confirmed, an action from the customer is required to return to the eCommerce and show them the purchase summary. It is in this purchase summary that the data of the purchase made by the customer is synced.
If the customer does not perform the necessary action to return to the eCommerce or if there is a connectivity problem, the purchase will not be recorded in Connectif.
One solution is to configure the external payment platform so that once the operation is confirmed, it automatically redirects to the purchase confirmation.
2.2. Errors when using the cn_purchase Tag
If the purchase information is being synced through the "Purchase made" tag (cn_purchase), it is very important that this tag is displayed when the contact confirms the purchase.
If no purchase is recorded by Connectif, it will be necessary to check that this tag is being displayed correctly (mandatory fields, formats, etc.) in the "Order Confirmation" of the eCommerce.
Check the documentation on the "Purchase made" tag for more information.
2.4. How to Avoid Possible Errors in Purchase Registration
It is possible to sync purchases via API, which allows for 100% reliability and avoids web tracking errors.
Check the documentation on the purchases API for more information.
Congratulations!
You have reached the end of the lesson.
Do you still have unresolved questions?
Remember that our Connectif specialists are available to help you. To contact them, simply open a support ticket by clicking the blue “Help” button on your dashboard.
Keep learning!
To make the most of your Connectif account, we recommend continuing with the following articles:
- Integration via tags, to learn about all the notifications you can send from your eCommerce to Connectif and how they work.
- Integration via JavaScript events, to learn about this integration method that will give you greater control over when and how to send events.
- Integration with Connectif via API, to sync contacts, products, purchases, and coupons.
- Check the integration with the eCommerce, to ensure that all data is syncing correctly in your Connectif account.