Known Issues with Shopify's New Thank You Page

Shopify is slowly rolling out a new thank you page. Here's how it could affect your tracking.

Updated on 1/17/23

Overview:

Shopify is doing a slow rollout of a new thank you page. This new page is missing some information that may cause issues with your current tracking.

We've submitted these issues to Shopify, but have not received an ETA from Shopify on when these items will be fixed.

Here's everything we've seen so far:

How do I Identify the new Thank You Page?

The new thank you page will have a "/co" or "/c/" in the URL. The original thank you page does not.

When does a shopper get directed to the new Thank You Page?

For newer Shopify stores, it appears that all payment methods redirect to this new thank you page. Otherwise, Shop Pay payment methods will typically take you to this page.

Known Issues:

• The Customer Total Order Count is null.

  • Why should I care?: This could affect your tracking if you're sending this data as custom dimensions to Google Analytics or other destinations. This could also affect you if you are sending "New user" customer data to a specific channel.
  • Symptoms: Your GA custom dimension for Total Customer Order Count is showing no data. Your GA custom dimension for New vs Returning User is showing up as all New Users.
  • Solution: None at this time. Gotta wait for Shopify to fix it.

• The Shopify Customer ID is null.

  • Why should I care?: This value is sometimes used as a User Identifier by marketing destinations. It helps with cross-device tracking because no matter what device the user is on, if they log into their account or make a purchase, Shopify will populate the same ID.
  • Symptoms: Will vary by marketing destination
  • Solution: None at this time. Gotta wait for Shopify to fix it.

• The Order Object is undefined

  • Why should I care?: If you have hard coded tags referencing the Shopify order liquid object, these scripts won't be able to send data like Order Discount, Shipping Cost, Order Value.
    • Note: The Elevar DataLayer is able to send data like Order Discount, Shipping Cost, Order Value even though the Order Object is undefined. But it cannot send the Order ID/Name.
  • Symptoms: Decrease in the quantity of order information being reported to marketing destinations.
  • Solution: If any of the hard coded scripts have an Elevar Pre-Built Tag, you can migrate these to Google Tag Manager. Alternatively, you can try updating the hardcoded script to reference the checkout object instead of the order object.

• The Order ID is undefined

  • Why should I care?: This means our dlv - Thank You Page - Order ID variable will populate as the Checkout ID instead. This will cause deduplication issues with browser and server events.
  • Symptoms: Facebook or TikTok over-reporting purchases.
  • Solution: We released a fix for this in our latest data layer data layer version. Please upgrade your datalayer to the latest version. [How do I do that?]

• The Order Name is undefined

  • Why should I care?: If you're using the Order Name as your order identifier for a marketing destination, this value will no longer be passed.
  • Symptoms: A decreasing number of purchases with an Order Identifier associated with it. Or purchases with no Order Identifiers associated with it.
  • Solution: We released a fix in our latest data layer version. Please upgrade your datalayer to the latest version. [How do I do that?data layer] Please note that Order Name will now always be defined, but it will reflect the Checkout ID on /co/ and /c/ pages the majority of the time.

• The Shopify.Checkout.hasSellingPlan will always be false.

  • Why should I care?: This is used to differentiate if an order has a subscription product in it or if it is a one-time purchase only for _unified _checkouts only. This means that all orders will look like one-time only purchases.
  • Symptoms: If you're triggering a Subscribe event to be sent to Facebook in your unified Shopify Checkout, this means you'll stop seeing Subscribe triggeringevents or see a decrease in the number of Subscribe events. Or if you're trigging a custom GA event for Subscription Purchases Only, you'll see a decrease or stop seeing these events completely.
  • Solution: Follow these steps

Subscription Purchase Trigger Fix:

📘

Note: The following steps assume you've already completed these steps.

Step 1: Navigate to Google Tag Manager > Variable > Find the variable titled Subscription Purchase

Step 2: Change the Variable Type to Custom _JavaScript _and input the below in the Custom Javascript section.

function(){ var products = Shopify.checkout.line_items; for (var i = 0; i < products.length; i++){ if (products[i].selling_plan_name){ return true; } } return false; }

Step 3: Publish your changes