Why an order doesn’t show in your analytics
The reasons an order with quiz products can be missing from Teacup Quiz or show a different amount, and how to check a single order.
#How Teacup Quiz finds orders
The Teacup Quiz web pixel watches completed checkouts on your store. An order counts for a quiz when it contains quiz products and comes from a quiz run Teacup Quiz recorded:
- Products added from the quiz’s results count whenever the shopper checks out with that cart.
- Products the quiz recommended to the shopper also count when they’re bought within 7 days of seeing the results, in the same browser, even if they were added elsewhere in your store.
- In both cases, the shopper must have started the quiz at most 8 days before the order.
The full rules are in How Teacup counts views, starts, finishes and orders.
#Common reasons an order is missing
| Reason | What happens |
|---|---|
| The shopper declined analytics | When a shopper says no to analytics in your cookie banner, Teacup Quiz doesn’t record their run and its pixel doesn’t run for them, so their order can’t be counted. Shoppers who are never asked aren’t affected. |
| Too long after the quiz | Orders placed more than 8 days after the shopper started the quiz don’t count. Recommended products that weren’t added from the quiz count for 7 days after the results. |
| Not a quiz product | The shopper bought something the quiz didn’t recommend to them, and didn’t add it from the quiz. |
| Another device or browser | The quiz is remembered in the browser it was taken in. A shopper who takes the quiz on their phone and orders on their laptop isn’t matched. |
| A quiz taken later | For products bought outside the quiz, the browser only remembers the last quiz the shopper finished. Products added from either quiz’s results still count. |
| Your own test | Runs opened with Open your store, in the theme editor or in a theme preview aren’t recorded, so orders after them aren’t either. |
| Not an online store checkout | The pixel sees checkouts in the shopper’s browser. Orders you create in your Shopify admin, point of sale orders and subscription renewals aren’t seen. |
| The pixel wasn’t set up | Teacup Quiz sets up its pixel right after you install or reinstall it, and checks it again when you open the app. Orders placed while it wasn’t set up can’t be counted: see below to check it. |
| Counted under the test version | During an A/B test, shoppers in the test group take the test version, so their orders show on its analytics, not the original’s. |
#Order date and quiz date
Orders count on the day they’re placed (UTC). A shopper who took the quiz on September 28 and ordered on October 2 adds to October 2, so an order can fall inside the range you’re looking at while the quiz didn’t, or the other way round.
Some places count by the day the shopper started the quiz instead: the orders and revenue in What shoppers answer, Result pages, Sources, Where the quiz is shown, Where shoppers are and Devices, and the Order column in Responses. There, an order shows under the shopper’s run, in whichever range contains the day they started.
Days are UTC days, so an order placed in the evening in the Americas counts on the next day.
#When the amount looks wrong
- Only the quiz’s products count, not the whole order: a $90 order with a $40 serum from the quiz shows $40.
- Amounts are after discounts on those lines, such as the bundle discount. A discount Shopify applies to the whole order rather than to lines may not be taken off.
- Shipping and taxes aren’t included.
- Refunds, returns, cancellations and order edits aren’t subtracted. The order counts as it was placed.
- Each currency is kept on its own. Revenue on a quiz’s page shows your main currency, with others under it, such as “Plus €80.00”.
- An order with products from two quizzes counts for each quiz with that quiz’s own products. Home counts the order once.
#How to check an order
- Note when the shopper took the quiz and what they bought.
- Open Analytics → your quiz → See responses, and pick a range that includes the day they started.
- Find their run by its time, answers or email. The Order column shows what was counted for it, and Cart shows what they added from the quiz.
- If their run isn’t listed at all, it wasn’t recorded. Most often the shopper declined analytics, or it was a test run.
- If the run is there without an order, compare what they bought with Recommended (or Result), and the order date with the run’s date.
To check the pixel, go to Settings → Customer events in your Shopify admin: Teacup Quiz should be listed among the app pixels. If it isn’t, open Home in Teacup Quiz.
#Testing with an order of your own
Test runs never record orders, so to see an order counted end to end you need a normal visit:
- Open your store in a private browser window, not with Open your store from the setup guide.
- If your store shows a cookie banner, accept analytics.
- Take the quiz and add a product from your results.
- Check out, for example with Shopify’s test payments or a discount code that makes the order free.
- Reload the quiz’s analytics page. The order shows right away.
Still need help?
Chat with us: you talk to a real person, not a bot. Or email us with your store’s address (your-store.myshopify.com).