ThoughtMetric tracks orders and revenue by using a tracking pixel installed on your website. This pixel has two distinct parts. One part sends page view data and one part sends order data. If this order data connection is interrupted then ThoughtMetric will no longer be able to correctly track the performance of your marketing.
How do I know if I have this issue?
There are two ways to detect if you have this issue depending on your exact setup.
The most direct way to tell if you have this issue is that if you go to the main dashboard of metric and look at the Visits metric and Total Sales metric over the last week. If you have Visits data, but have no Total Sales data, this indicates that the pixel is sending pageview data to your account but not order data.
If you have a store API integration connected, the above method will not work to detect this issue because ThoughtMetric will pull data from the store API if it realizes that pixel data is missing. The second way to detect if your tracking pixel is not sending order data is to look at the Total Sales by Channel graph. If you see a very high amount of order data assigned to the "direct" channel, then this indicates you have this issue.
What causes this issue and how do I fix it?
The main cause for this issue is that the revenue tracking part of the ThoughtMetric pixel is not installed correctly. The pixel has two distinct parts. One part sends page view data and one part sends order data. Often the order data part of the pixel gets overlooked during the installation process.
To fix the issue go through the Tracking Pixel Installation Guide again and pay specific attention to the "Install revenue code" step.