Sometimes you will find an order in your Tanganica statistics that does not exist in your e-shop administration. In most cases this is not a tracking error. The order really was created on your website, it just was not completed.
Why it happens
Tanganica Pixel records an order at the moment the purchase event is triggered on your website, which is usually on the thank you page.
With orders paid by a loan or in instalments, the customer reaches the thank you page before the financing company approves the application. The purchase event is triggered at that moment. If the financing is then rejected, the customer does not complete the order and no order is created in your system. In our statistics the order stays recorded.
How to recognise these orders
The number of orders in Tanganica is slightly higher than in your e-shop.
The missing order has financing, a loan or instalments as the payment method.
The difference tends to be larger with more expensive products, where customers use financing more often.
You can ask for the fee back
If you were charged a service fee for such an order, you can request a refund directly in the app. In Order statistics, click Fee refund below the table, select the orders from the list and fill in the reason. The form is submitted to us for approval. The full procedure is described in the article Service fee refund.
Comparing the numbers
When you compare Tanganica with your e-shop, a small difference is normal and financed orders are one of its usual sources. Other reasons for differences are described in the article Why is there difference between Google Analytics 4 and Tanganica statistics?
ℹ️ If the difference seems large to you or keeps growing, contact us. We will go through the numbers with you and check everything.