Articles on: Shopify Apps

I am having tracking issues with Cash on Delivery (COD) orders

If you're running a Shopify store that uses Cash on Delivery (COD) as a payment option, you may have noticed that your event tracking isn't functioning as expected. This article will help you understand why COD orders are not being tracked and how it affects TiXel's ability to relay event information to TikTok.

Understanding the Issue


The core of the problem lies in how Shopify Analytics handles COD forms. When a customer is clicking on the supposedly Add To Cart button, the a COD form pop up is appearing (like in the example you see below). Clicking on that button is not adding the product to the cart - its just triggering the COD form, and therefore the Add To Cart event is not being triggered - because no product was added to the cart.

Example of a COD form

The same issue occurs when the customer finishes to fill the COD form - since no product is in the cart, the regular checkout flow is not starting, and therefore the Initiate Checkout event is not being triggered, although the customer is being taken to the Checkout page.

When a customer completes the COD purchase, Shopify does not register this order as a "Full Payment" since payment isn't actually processed at that moment. As a result, the Complete Payment event is not being triggered.

Because TiXel relies on these events to function correctly, it cannot forward the necessary data to TikTok. TiXel utilizes Shopify's Web Pixels API (you can read more about it here) and unfortunately, if Shopify Analytics does not recognize a certain action (like an Add To Cart, Initiate Checkout or a Purchase), TiXel cannot initiate matching event tracking, which is programmatically unfeasible.

Common Workaround


We have encountered similar issues with other users who also use common COD Form apps. In these cases, we recommend reaching out to the COD app support team, as they often have their own pixel solution that can handle COD transactions.

Need Further Assistance?


If you have any additional questions or need further clarification, please don't hesitate to reach out via email. We're always here and happy to help!

Updated on: 25/10/2024

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