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Sales are Not Attributed

If the Sales are not attributed as it should, there are several common issue that might be causing this problem. Follow these steps to help you identify and resolve the issue.

Common Causes and Solutions​

1. The Customer placed the order in other browser/device​

Cause:
The Customer changes the device or the browser on which they have the conversation with the associate and place the order.

Solution:

  • Encourage the customer to place the order within the browser/device on which they have the conversation.

2. The Purchase tracking event is not implemented or it has errors​

Cause:
The tracking event is not implemented in the website, it has some missing fields or the values for the fields are not in the proper form.

Solution:

  • Verify the purchase tracking event implementation using the Inspector Tool by placing an order on the website.

3. Cookies are not active on the customer browser​

Cause:
Cookies are not active on the customer browser and the hero-session cookie is not populated

Solution:

  • Encourage the customer to activate the cookies before placing an order.

4. Shopify pixel privacy settings can suppress conversion tracking​

Cause:
On Shopify, custom pixel privacy settings can block the Bambuser pixel from firing for part of the traffic:

  • If Permission is set to Required (for example with Marketing and Analytics), the pixel only fires when the visitor has explicitly granted the required consent purposes.
  • If Data sale is set to Data collected qualifies as data sale, the pixel can also be suppressed for visitors who opt out of data sale rights (for example via regional privacy opt-out flows or browser privacy signals such as GPC).

In these cases, orders can be real but still not attributed in Bambuser because the pixel never fired during the session.

Solution:

  • Verify current Shopify custom pixel privacy settings and confirm they match the merchant's intended privacy and attribution behavior.
  • Validate in browser DevTools whether the Bambuser pixel loads and sends events both when consent is accepted and when it is not.
  • Review if attribution drops align with privacy-enforcement or policy-change timelines before assuming a true sales decline.

Shopify timeline references: