I've received orders. Why aren't my sessions being tagged with the 'placed order' event?

Cause 1: Custom checkout

Propel Replays's order tracking feature integrates with Shopify Checkout's "Thank you" page. Any checkout method that bypasses Shopify checkout and results in shoppers not landing on the "Thank you" page unfortunately won't be compatible with Propel Replays.

Examples of incompatible checkout apps include "Cash-on-delivery" apps like "Releasit COD Form & Upsells".

Cause 2: Use of Shopify's new version of checkout

Propel Replays currently uses ScriptTags on the checkout Thank You page to track completed orders.

Shopify is transitioning away from ScriptTags with the goal to phase them out completely by February 2025. ScriptTags are already disabled for some shops, and unfortunately our order tracking won't work in these shops at the moment.

We plan to migrate to Shopify's replacement technology in December 2024 which will restart order tracking for affected shops.

Temporary workaround

To restore the functionality of apps that depend on ScriptTags, Shopify is temporarily allowing merchants to revert their checkout to the previous checkout system which still supports ScriptTags.

For instructions on how to that, visit the link here: https://help.shopify.com/en/manual/checkout-settings/customize-checkout-configurations/checkout-extensibility#revert-to-checkout-liquid

Please note that if you've started to use some of Shopify's new checkout system's features, reverting to the old checkout system will disable these features.