Missing Value Parameter in Ads Manager

Resolved glabs
(@glabs)

2 years, 9 months ago

I am using Facebook for Woocommerce to install my FB pixel which we use for our sales advertising. Over the past month, we’ve seen about 40% of our purchases come through to Ads Manager missing the purchase value parameter. I believe this might be an event matching issue. It obviously makes accurate reporting of sales results impossible. I’ve worked with Meta’s advanced support team and they believe it is an error with the plugin. We’ve also tried reinstalling and reconfiguring the plugin from scratch but the issue persists.

Viewing 4 replies - 1 through 4 (of 4 total)

hrn1995 (woo-hc)

(@aguinaldodarla)

I understand that you are experiencing an issue with Facebook for WooCommerce plugin, where approximately 40% of your purchases are missing the purchase value parameter in the Ads Manager.

Based on the information you’ve provided, it seems like you’ve already made some troubleshooting steps, including consulting with Meta’s advanced support team and reinstalling and reconfiguring the plugin.

The issue you’re encountering might be due to a number of reasons. It could be an event matching issue as you’ve suggested, or it could be related to other factors such as the version of the plugin you’re using, conflicts with other plugins or even the settings of your Facebook Ads Manager.

I’d recommend checking to see if there are any other plugins installed that might be interfering with the Facebook for WooCommerce plugin. You can do this by temporarily deactivating all other plugins and see if the issue persists. If the problem is resolved, reactivate the plugins one by one to identify the conflicting plugin.

Lastly, please verify the settings on your Facebook Ads Manager. Ensure that the purchase event is set up correctly and that the value parameter is properly configured.

If after these steps you’re still experiencing the issue, we would appreciate it if you could provide us with more details such as screenshots of the error or any error logs that you may have. This will help us to further investigate and resolve the issue.

System Status Report: navigate to WooCommerce → Status. Select Get system report and then Copy for support.
Fatal Error log: Share a copy of any fatal error log found under WooCommerce → Status → Logs.

Regards,

Thread Starter

glabs

(@glabs)

2 years, 9 months ago

Hi @aguinaldodarla

Thanks for the quick reply. Here is the System Status Report.

Part of the challenge in troubleshooting this issue is that it only happens some of the time and, to test, we need to be running ads. Meta’s support team recommended pausing all ads while this issue was sorted out.

I have the logs including for a day in which we experienced the issue but I fear that there might be consumer privacy concerns with sharing that data in a public forum. Is there an easy way to share that information without including the consumer information? My guess is that our answer is in that log.

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Yoast SEO: by Team Yoast – 20.10
WP Mail Logging: by WP Mail Logging Team – 1.12.0

### Inactive Plugins (19) ###

Add From Server: by Dion Hulse – 3.4.5
Automatic Copyright Year: by WPSOS – 1.1
BackUpWordPress: by XIBO Ltd – 3.13
Contact Form 7: by Takayuki Miyoshi – 5.7.7
Divi Ghoster: by Aspen Grove Studios – 2.1.3
GTM4WP: by Thomas Geiger – 1.16.2
Health Check & Troubleshooting: by The ww.wp.xz.cn community – 1.6.0
Limit Login Attempts: by Johan Eenfeldt – 1.7.2
Master Slider: by averta – 3.9.1
MC4WP: Mailchimp for WordPress: by ibericode – 4.9.5
Product Feed Manager for WooCommerce: by RexTheme – 7.3.2
Product Feed PRO for WooCommerce: by AdTribes.io – 12.7.8
Product Reviews Import Export for WooCommerce: by WebToffee – 1.4.9
SVG Support: by Benbodhi – 2.5.5
WooCommerce Admin: by WooCommerce – 3.3.2
WooCommerce Autoload Cart: by Jamie Chong – 1.2
WooCommerce Dynamic Pricing: by Lucas Stark – 3.1.9 (update to version 3.2.3 is available)
Wordfence Security: by Wordfence – 7.10.0
YITH Pre-Order for WooCommerce: by YITH – 2.13.0

### Dropin Plugins (2) ###

db-error.php: db-error.php
object-cache.php: object-cache.php

### Must Use Plugins (2) ###

Object Cache Pro (MU): by Rhubarb Group – 1.18.2
System Plugin: by  – 4.91.2

### Settings ###

API Enabled: ✔
Force SSL: –
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 0
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ✔
Enforce Approved Product Download Directories: –
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
HPOS data sync enabled: –

### WC Pages ###

Shop base: #909 - /shop/
Cart: #910 - /cart/
Checkout: #911 - /checkout/
My account: #912 - /mymaluna/
Terms and conditions: #2028 - /terms-conditions/

### Theme ###

Name: GLabs
Version: 5
Author URL: 
Child Theme: ✔
Parent Theme Name: Divi
Parent Theme Version: 4.22.0
Parent Theme Author URL: http://www.elegantthemes.com
WooCommerce Support: ✔

### Templates ###

Overrides: –

### Admin ###

Enabled Features: activity-panels
analytics
product-block-editor
coupons
customer-effort-score-tracks
import-products-task
experimental-fashion-sample-products
shipping-smart-defaults
shipping-setting-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
woo-mobile-welcome
wc-pay-promotion
wc-pay-welcome-page

Disabled Features: core-profiler
minified-js
new-product-management-experience
product-variation-management
settings
async-product-editor-category-field

Daily Cron: ✔ Next scheduled: 2023-08-17 10:54:05 -04:00
Options: ✔
Notes: 7
Onboarding: completed

### Action Scheduler ###

Canceled: 1
Oldest: 2023-07-23 21:46:17 -0400
Newest: 2023-07-23 21:46:17 -0400

Complete: 2,925
Oldest: 2023-07-16 10:01:02 -0400
Newest: 2023-08-16 09:42:31 -0400

Failed: 23
Oldest: 2022-12-28 09:13:07 -0500
Newest: 2023-05-19 18:03:26 -0400

Pending: 4
Oldest: 2023-08-16 09:56:32 -0400
Newest: 2023-08-17 08:26:49 -0400


### Status report information ###

Generated at: 2023-08-16 09:50:08 -04:00

anastas10s

(@anastas10s)

2 years, 9 months ago

Hi there @glabs

Thank you for reaching back, with further details on this.

I have the logs including for a day in which we experienced the issue but I fear that there might be consumer privacy concerns with sharing that data in a public forum. Is there an easy way to share that information without including the consumer information? My guess is that our answer is in that log.

Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include the log, along with a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.

Thread Starter

glabs

(@glabs)

2 years, 9 months ago

Thanks @anastas10s. I submitted a ticket today and will await a response. I appreciate your help.

Viewing 4 replies - 1 through 4 (of 4 total)

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