How To

Verifying Tracking Pixel Installation

Tracking pixels must be installed on various pages of your website to capture traffic, order and event data. The pixels are JavaScript code and are very similar to others you may already have on your site.   Use this page to verify that your tracking pixels have been installed correctly.

Please Note:   If you do not have the access or knowledge to make these changes to your website you should contact your web developer or whoever makes changes to your site. Pixels should be implemented in such a way that browser settings such as "do not track" are respected.

 

Prerequisites


 

Tasks to Complete


For active campaigns, once the pixel is installed you should expect to see reporting in ChannelAdvisor within 24 hours. Below are specific instructions for verifying the installation of your tracking pixels. 

 

Checking Results


The tracking results can be verified in the ChannelAdvisor Performance and Intraday Performance page.  It may take up to 24 hours for the tracking results to appear.

Intraday Performance Dashboard

The Intraday Performance Dashboard provides a visual representation of how orders and revenue are distributed throughout a day. This dashboard can be used to compare performance on two days in an effort to predict the current day's revenue.

  1. Navigate to Digital Marketing > Dashboards > Intraday Performance .
  2. Review results by Revenue or Order.
  3. Results are high level, but may appear within one hour of an event being logged.

(Click on the image to expand.)

Performance Dashboard

The Performance tables provide detailed traffic and sales metrics on the performance of your digital marketing campaigns. Use these metrics to monitor your profitability at the channel, site, campaign, ad group, keyword, and SKU level.

  1. Navigate to  Digital Marketing > Dashboards > Performance .
  2. Modify search to reflect time-frame of tracking event.
  3. Results are broken down to Impressions, Clicks, Pixel Hits, Orders, Events and Assists.
  4. Click on the Orders total to verify orders by Order ID.
  5. Results will always be one day delayed as compared to the Intraday Performance Dashboard, but more detail is provided here.

(Click on the image to expand.)

Return to top.

Possible Issues


If clicks and order data isn’t being reported within 24 hours, there are a number of advanced troubleshooting steps you can take to check and validate your configuration.  After reviewing the Advanced Troubleshooting steps further below, if you are still unable to determine why no data is being logged you can contact Customer Service for assistance.

Here are some of the most common issues that you might encounter:

  • No clicks reported.
  • No orders reported.
  • Clicks reported, but not orders.
  • No order information (order ID, revenue, etc) reported.
  • I can't track data now that I use a tag manager.

Troubleshooting



Review Configured Tracking Version Settings


The first step in troubleshooting is to determine the tracking version.

Check Tracking Version

  1. In ChannelAdvisor, navigate to My Account > Account Settings > Tracking Pixel .
  2. Review the Tracking Pixel Version settings panel to determine the version. If the choice on the left is selected, you are using the ChannelAdvisor Tracking method. Otherwise, you are using the Cross-Domain Tracking method.
(Click on the image to expand.)
 

Determine Correct Version for Your Site  

  • ChannelAdvisor Tracking (left side of Tracking Pixel Version settings panel): This is the preferred configuration when your order confirmation page is on the same domain as your website. It provides more accurate logging and can be used with Apple devices and when 3rd party tracking is disabled.
  • Cross-Domain Tracking (right side of Tracking Pixel Version settings panel): This is a legacy tracking method that should only be used in cross-domain scenarios, such as when your order confirmation page is on a different domain than your website or in unusual scenarios where the ChannelAdvisor Tracking method won’t work.  This method will not work with Apple devices and with browsers having 3rd party tracking disabled.

Changing the Version Setting

Please note that switching changing this setting won’t automatically switch the pixel version for your site, you will still need to follow the instructions for adding the ChannelAdvisor or cross-domain pixel to your site.

  • Switching to ChannelAdvisor Tracking :
    1. Select the left-side choice next to  My Order Confirmation (Thank You) page is on the same domain as my website .
    2. Click  Done .
    3. Follow procedures in the Implementing Tracking Pixels guide.
    4. Note: It could take up to 30 days for your account to fully switch over to ChannelAdvisor Tracking from Cross-Domain Tracking. After 30 days, check the Tracking Pixel Version setting in Digital Marketing > Account Settings > Provider Accounts > Tracking Pixel Version . Once the version is switched to indicate ChannelAdvisor Tracking, you may remove any pixel settings from your pages for Cross-Domain Tracking.
  • Switching to Cross-Domain Tracking:
    1. Contact Customer Support . The Technical Support team will help determine that Cross-Domain Tracking is the correct setting and make the necessary changes.
    2. Follow procedures in the Implementing Tracking Pixels - Cross Domain Checkouts guide.


Review Tracking Values on Website


This section is dedicated to solving issues with the visit/welcome pixel placed directly on your site. If you can't see any clicks or orders showing up, the best thing to do is check your site first to see if the pixel is used correctly.

ChannelAdvisor Tracking

Review Setup Procedures

Visit Pixel Tracking Values

  1. In a new browser session with all cookies cleared, visit your website through a paid search advertisement, or through natural search if paid search is not available.
  2. With your browser, right-click on the page and choose "Inspect Element", or run your specific browser web development plugin (Firebug) then refresh the page.
  3. If coming through a paid search result link, under the "Network" tab (or other tab for your specific plugin), look for the "welcome_fp.asp" cookie file.
    (Click on the image to expand.)
  4. If the welcome_fp.asp doesn't show up in the list (it won't always show up, especially for natural clicks), check the cookies stored in the browser settings.
    • Chrome: Go to Settings > Show Advanced Settings > Privacy - Content settings > Cookies - All cookies and site data > Search cookies for your domain.
    • Firefox: Go to Options > Privacy > History - remove individual cookies > Search for your domain.
    • Internet Explorer: Go to Tools > Internet Options > General > Browsing history - Settings > View files > look for cookie files that start with "cookie:"
    • Conduct a search for how to check cookies for your preferred browser for more detailed instructions.
  5. Look for your website domain in the list of sites.
  6. Find the "_caid" cookie in the list.
    (Click on the image to expand.)
  7. If the "_caid" cookie is not found, then there is an issue with the visit pixel implementation and the page source code should be checked.
  8. Right-click on the webpage and view page source to search for the visit pixel code (as seen below by example).
    (Click on the image to expand.)
  9. Check to make sure the correct ProfileID (referenced by <PID>) is used.
  10. In the ChannelAdvisor application, navigate to My Account > Account Settings > Tracking Pixel and review the Visit Pixel section.
  11. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  12. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Order Pixel Tracking Values

An order must be placed before getting to the "thank you" / "confirmation" page. There are some other steps you can take to see if the order pixel is working. Those steps are below:

  1. Verify that the visit pixel (welcome) is fired before creating an order.
  2. In Chrome or Firefox, be sure to have the "Inspect Element" console up and running, or some other web development plugin such as Firebug, then refresh the page.
  3. Create an order and get to the "thank you" / "confirmation" page.
  4. Check the "Network" tab for the "thankyou_fp.asp" file in the list.
    (Click on the image to expand.)
  5. If the file does not show up, there may be an issue with the pixel implementation.
  6. Check the page source code for the order pixel.
    (Click on the image to expand.)
  7. Make sure the visit pixel is there correctly as shown in the visit pixel instructions and is placed before the order pixel on the page.
  8. Check to see if the product and order variables are passed correctly in the code.
  9. Check to see if your variable mappings are incorrect.
  10. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Cross-Domain Tracking

This type of tracking should be used only in cases when your order confirmation page is on a different domain than your website.  The tracking will not work when the customer uses an Apple device or a browser with 3rd party tracking disabled, which may be the default setting.  Please contact Customer Support for troubleshooting Cross-Domain Tracking issues.

Return to top.

Using Other Tag Managers


There may be some issues when using other tag management systems. The same troubleshooting steps listed for the pixels above can also be used to investigate issues with tag managers, except for looking at the source code. The ChannelAdvisor pixel code will only be placed in the Tag Manager UI.  Currently we support the use of Google Tag Manager, Tagman and Tealium.

Google Tag Manager

If you use Google Tag Manager and the "welcome_fp" or "thankyou_fp" cookie files do not appear to be firing on your site, there could be an implementation problem. Follow these steps in order to help solve the issue:

  1. Review the ChannelAdvisor setup guide for Implementing Pixels for Google Tag Manager .
  2. Check your website for the Google Tag Manager script similar to:
    (Click on the image to expand.)
  3. Make sure steps were followed to create a data layer macro as described in the implementation guide.
  4. Check to make sure the right ProfileID (referenced by <PID>) is used.
  5. In the ChannelAdvisor application, navigate to My Account > Account Settings > Tracking Pixel and review the visit pixel script.
  6. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  7. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Tagman

Tagman is a partner of ChannelAdvisor and has a streamlined process for implementing our pixels.  If you use Tagman and the "welcome_fp" or "thankyou_fp" cookie files do not appear to be firing on your site, there could be an implementation problem. Follow these steps in order to help solve the issue:

  1. Review the ChannelAdvisor setup guide for Implementing Tracking Pixels with Tagman .
  2. Check to make sure the right ProfileID (referenced by <PID>) is used.  In the ChannelAdvisor application, navigate to   My Account > Account Settings > Tracking Pixel .
  3. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  4. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Tealium

Tealium is a partner of ChannelAdvisor and helps our customers get their tracking pixels working correctly.  If you use Tealium and the "welcome_fp" or "thankyou_fp" cookie files do not appear to be firing on your site, there could be an implementation problem. Follow these steps in order to help solve the issue:

  1. Review the ChannelAdvisor setup guide for Implementing Tracking Pixels with Tealium .
  2. Check to make sure the right ProfileID (referenced by <PID>) is used.  In the ChannelAdvisor application, navigate to   My Account > Account Settings > Tracking Pixel .
  3. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  4. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Return to top.

Tracking pixels must be installed on various pages of your website to capture traffic, order and event data. The pixels are JavaScript code and are very similar to others you may already have on your site.   Use this page to verify that your tracking pixels have been installed correctly.

Please Note:   If you do not have the access or knowledge to make these changes to your website you should contact your web developer or whoever makes changes to your site. Pixels should be implemented in such a way that browser settings such as "do not track" are respected.

 

Prerequisites


 

Tasks to Complete


For active campaigns, once the pixel is installed you should expect to see reporting in ChannelAdvisor within 24 hours. Below are specific instructions for verifying the installation of your tracking pixels. 

 

Checking Results


The tracking results can be verified in the ChannelAdvisor Performance and Intraday Performance page.  It may take up to 24 hours for the tracking results to appear.

Intraday Performance Dashboard

The Intraday Performance Dashboard provides a visual representation of how orders and revenue are distributed throughout a day. This dashboard can be used to compare performance on two days in an effort to predict the current day's revenue.

  1. Navigate to Digital Marketing > Dashboards > Intraday Performance .
  2. Review results by Revenue or Order.
  3. Results are high level, but may appear within one hour of an event being logged.

(Click on the image to expand.)

Performance Dashboard

The Performance tables provide detailed traffic and sales metrics on the performance of your digital marketing campaigns. Use these metrics to monitor your profitability at the channel, site, campaign, ad group, keyword, and SKU level.

  1. Navigate to  Digital Marketing > Dashboards > Performance .
  2. Modify search to reflect time-frame of tracking event.
  3. Results are broken down to Impressions, Clicks, Pixel Hits, Orders, Events and Assists.
  4. Click on the Orders total to verify orders by Order ID.
  5. Results will always be one day delayed as compared to the Intraday Performance Dashboard, but more detail is provided here.

(Click on the image to expand.)

Return to top.

Possible Issues


If clicks and order data isn’t being reported within 24 hours, there are a number of advanced troubleshooting steps you can take to check and validate your configuration.  After reviewing the Advanced Troubleshooting steps further below, if you are still unable to determine why no data is being logged you can contact Customer Service for assistance.

Here are some of the most common issues that you might encounter:

  • No clicks reported.
  • No orders reported.
  • Clicks reported, but not orders.
  • No order information (order ID, revenue, etc) reported.
  • I can't track data now that I use a tag manager.

Troubleshooting



Review Configured Tracking Version Settings


The first step in troubleshooting is to determine the tracking version.

Check Tracking Version

  1. In ChannelAdvisor, navigate to My Account > Account Settings > Tracking Pixel .
  2. Review the Tracking Pixel Version settings panel to determine the version. If the choice on the left is selected, you are using the ChannelAdvisor Tracking method. Otherwise, you are using the Cross-Domain Tracking method.
(Click on the image to expand.)
 

Determine Correct Version for Your Site  

  • ChannelAdvisor Tracking (left side of Tracking Pixel Version settings panel): This is the preferred configuration when your order confirmation page is on the same domain as your website. It provides more accurate logging and can be used with Apple devices and when 3rd party tracking is disabled.
  • Cross-Domain Tracking (right side of Tracking Pixel Version settings panel): This is a legacy tracking method that should only be used in cross-domain scenarios, such as when your order confirmation page is on a different domain than your website or in unusual scenarios where the ChannelAdvisor Tracking method won’t work.  This method will not work with Apple devices and with browsers having 3rd party tracking disabled.

Changing the Version Setting

Please note that switching changing this setting won’t automatically switch the pixel version for your site, you will still need to follow the instructions for adding the ChannelAdvisor or cross-domain pixel to your site.

  • Switching to ChannelAdvisor Tracking :
    1. Select the left-side choice next to  My Order Confirmation (Thank You) page is on the same domain as my website .
    2. Click  Done .
    3. Follow procedures in the Implementing Tracking Pixels guide.
    4. Note: It could take up to 30 days for your account to fully switch over to ChannelAdvisor Tracking from Cross-Domain Tracking. After 30 days, check the Tracking Pixel Version setting in Digital Marketing > Account Settings > Provider Accounts > Tracking Pixel Version . Once the version is switched to indicate ChannelAdvisor Tracking, you may remove any pixel settings from your pages for Cross-Domain Tracking.
  • Switching to Cross-Domain Tracking:
    1. Contact Customer Support . The Technical Support team will help determine that Cross-Domain Tracking is the correct setting and make the necessary changes.
    2. Follow procedures in the Implementing Tracking Pixels - Cross Domain Checkouts guide.


Review Tracking Values on Website


This section is dedicated to solving issues with the visit/welcome pixel placed directly on your site. If you can't see any clicks or orders showing up, the best thing to do is check your site first to see if the pixel is used correctly.

ChannelAdvisor Tracking

Review Setup Procedures

Visit Pixel Tracking Values

  1. In a new browser session with all cookies cleared, visit your website through a paid search advertisement, or through natural search if paid search is not available.
  2. With your browser, right-click on the page and choose "Inspect Element", or run your specific browser web development plugin (Firebug) then refresh the page.
  3. If coming through a paid search result link, under the "Network" tab (or other tab for your specific plugin), look for the "welcome_fp.asp" cookie file.
    (Click on the image to expand.)
  4. If the welcome_fp.asp doesn't show up in the list (it won't always show up, especially for natural clicks), check the cookies stored in the browser settings.
    • Chrome: Go to Settings > Show Advanced Settings > Privacy - Content settings > Cookies - All cookies and site data > Search cookies for your domain.
    • Firefox: Go to Options > Privacy > History - remove individual cookies > Search for your domain.
    • Internet Explorer: Go to Tools > Internet Options > General > Browsing history - Settings > View files > look for cookie files that start with "cookie:"
    • Conduct a search for how to check cookies for your preferred browser for more detailed instructions.
  5. Look for your website domain in the list of sites.
  6. Find the "_caid" cookie in the list.
    (Click on the image to expand.)
  7. If the "_caid" cookie is not found, then there is an issue with the visit pixel implementation and the page source code should be checked.
  8. Right-click on the webpage and view page source to search for the visit pixel code (as seen below by example).
    (Click on the image to expand.)
  9. Check to make sure the correct ProfileID (referenced by <PID>) is used.
  10. In the ChannelAdvisor application, navigate to My Account > Account Settings > Tracking Pixel and review the Visit Pixel section.
  11. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  12. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Order Pixel Tracking Values

An order must be placed before getting to the "thank you" / "confirmation" page. There are some other steps you can take to see if the order pixel is working. Those steps are below:

  1. Verify that the visit pixel (welcome) is fired before creating an order.
  2. In Chrome or Firefox, be sure to have the "Inspect Element" console up and running, or some other web development plugin such as Firebug, then refresh the page.
  3. Create an order and get to the "thank you" / "confirmation" page.
  4. Check the "Network" tab for the "thankyou_fp.asp" file in the list.
    (Click on the image to expand.)
  5. If the file does not show up, there may be an issue with the pixel implementation.
  6. Check the page source code for the order pixel.
    (Click on the image to expand.)
  7. Make sure the visit pixel is there correctly as shown in the visit pixel instructions and is placed before the order pixel on the page.
  8. Check to see if the product and order variables are passed correctly in the code.
  9. Check to see if your variable mappings are incorrect.
  10. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Cross-Domain Tracking

This type of tracking should be used only in cases when your order confirmation page is on a different domain than your website.  The tracking will not work when the customer uses an Apple device or a browser with 3rd party tracking disabled, which may be the default setting.  Please contact Customer Support for troubleshooting Cross-Domain Tracking issues.

Return to top.

Using Other Tag Managers


There may be some issues when using other tag management systems. The same troubleshooting steps listed for the pixels above can also be used to investigate issues with tag managers, except for looking at the source code. The ChannelAdvisor pixel code will only be placed in the Tag Manager UI.  Currently we support the use of Google Tag Manager, Tagman and Tealium.

Google Tag Manager

If you use Google Tag Manager and the "welcome_fp" or "thankyou_fp" cookie files do not appear to be firing on your site, there could be an implementation problem. Follow these steps in order to help solve the issue:

  1. Review the ChannelAdvisor setup guide for Implementing Pixels for Google Tag Manager .
  2. Check your website for the Google Tag Manager script similar to:
    (Click on the image to expand.)
  3. Make sure steps were followed to create a data layer macro as described in the implementation guide.
  4. Check to make sure the right ProfileID (referenced by <PID>) is used.
  5. In the ChannelAdvisor application, navigate to My Account > Account Settings > Tracking Pixel and review the visit pixel script.
  6. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  7. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Tagman

Tagman is a partner of ChannelAdvisor and has a streamlined process for implementing our pixels.  If you use Tagman and the "welcome_fp" or "thankyou_fp" cookie files do not appear to be firing on your site, there could be an implementation problem. Follow these steps in order to help solve the issue:

  1. Review the ChannelAdvisor setup guide for Implementing Tracking Pixels with Tagman .
  2. Check to make sure the right ProfileID (referenced by <PID>) is used.  In the ChannelAdvisor application, navigate to   My Account > Account Settings > Tracking Pixel .
  3. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  4. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Tealium

Tealium is a partner of ChannelAdvisor and helps our customers get their tracking pixels working correctly.  If you use Tealium and the "welcome_fp" or "thankyou_fp" cookie files do not appear to be firing on your site, there could be an implementation problem. Follow these steps in order to help solve the issue:

  1. Review the ChannelAdvisor setup guide for Implementing Tracking Pixels with Tealium .
  2. Check to make sure the right ProfileID (referenced by <PID>) is used.  In the ChannelAdvisor application, navigate to   My Account > Account Settings > Tracking Pixel .
  3. Make sure the "ca_script" variable is used rather than the "s" variable from an older version.
  4. Check for other syntax errors such as missing semicolons, spelling errors, or unclosed tags.

Return to top.

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