No Purchases Recorded

You may have received an email notification about "No Purchases Being Recorded" or noticed that your reports aren't showing any recent purchases. This is usually caused by one of a few things:

Possible Issues

(1) The CartStack tracking code has been removed from the website.

To verify this: confirm that the CartStack tracking code is included in the global header of your website.  You should be able to see the tracking code by viewing the source of your website.  If you are using Google Tag Manager, confirm that the CartStack tracking code is included in the proper container.
To fix this: If you do not see the CartStack tracking code on your website, you can easily re-install it by visiting the Setup / Code Installation page in your account.  After you have done this, feel free to let our support team know so we can review the integration for you again.

After you've fixed the issue, you can test your fix.


(2) The Thank You / Confirmation page URL of your website has recently changed.

Our system needs to know the URL of your thank you / confirmation page to make sure we remove users from an email sequence once they have successfully made a purchase on your website.   So if this URL changes the purchase tracking no longer works.  This will cause users to receive retargeting emails (eg: cart abandonment emails) after they purchase.

To verify this: Go to the Setup / Code Installation page in your CartStack account.  Under step #2, you should see your confirmation / thank you page URL in the input field.  Make sure this still matches your website's actual thank confirmation URL.

To fix this: If your URL has changed, enter the new URL into the "Confirmation Pae URL" field and make sure to click "Save Changes".  This will notify us to make the update to your integration on our end.   Once completed, we'll email the account holder to let you know the update has been made.

After you've fixed the issue, you can test your fix.


(3) Website visitors are buying with a PayPal option.

If you have recently added a PayPal as a payment option to your website this may be the issue.

To verify this: If you have recently added PayPal as a payment option to your website or if some recent PayPal orders were missed / not tracked by CartStack you'll want to see the fix below.
To fix this: You will want to update your PayPal setting to make sure users are redirected back to your website's thank you / confirmation page after they purchase.  View our instructions to set up your PayPal Redirect.

After you've fixed the issue, you can test your fix.


Test Your Fix

After you have fixed the issue you will want to test the update to make sure purchases are being recorded again. Go to the Setup / Code Installation page and click on the "Testing / Recent Activity" button on the right sidebar.

This will display a recent activity window where you can view the latest 10 recorded purchases for your website.  You will want to make sure that the latest purchase recorded is accurate.

If you've tried all the fixes listed above and your account still isn't recorded purchases, please reach out to the CartStack support team.

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