We subscribe to the checkouts webhooks to monitor checkout activity among our customers. We have noticed that if a user is logged into ShopPay we do not get any checkout events.
What we’re doing to reproduce this issue:
Go to any other shop with ShopPay enabled and log in.
Go to our shop already logged into ShopPay; add an item to a cart; then click “Checkout”.
While logged into ShopPay, we are redirected to shop.app (rather than our normal mystore.com/checkouts/.../ page)
- When we are not logged in via ShopPay we receive checkouts/create and checkouts/update events
- but if we are logged in via ShopPay no events are received.
Is there a way to receive events for the checkout for ShopPay users?
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Have you tried to use Web Pixels for monitoring checkout activity?
Yes. The web pixels aren’t added to the shop.app checkout screen.
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@Liam-Shopify can anyone on the team share any insight here? From the sounds of it, Web Pixels and Webhooks do not pick up on checkout events originating from using Shop Pay.
Hey folks - have asked the Web Pixels team now and will post an update here.
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Hi again Nicolas,
The checkout for shop pay does redirect to the checkout-web thank you page (or post-purchase if enabled) where the checkout_complete event fires. The checkout in the shop app doesn’t have tracking that’s accessible to merchants.
We are looking into enabling tracking on shop pay to track things like checkout_started, but there is no ETA on when this will be available.
Hope this helps!
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Thank you @Liam-Shopify for the insight here! At least getting something is better than nothing but looking forward to hearing about other events we may be able to get data from in the future!
Thanks @Liam-Shopify
Just as one other related aside we’ve also noticed that ShopPay checkouts are not gathered by Shopify’s abandoned checkouts flows. I assume this is due to the same no checkout_started event sent to Shopify from ShopPay
That sounds important enough to be its own topic haha… I mean as Shop Pay is adopted more and more that could lead to a significant amount of potential customers being lost.
I know that I love to use Shop Pay and typically it opens up seemingly-automatically when I try to visit the checkout of Shopify stores with it enabled. Assuming the same occurs for everyone else the negative impact the lack of such a flow could have is widespread to me.
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Yes @Nicolas_Wiggins, that is the same restriction and does not relate specifically to Abandoned Checkout. no pixels have ever historically fired on the Shop Pay checkout itself, but you can get the checkout_completed event from your web pixel extension firing on the Thank-You Page for both Shop Pay and non Shop Pay checkouts.
In terms of pixels firing on the actual Shop Pay checkout screen, as @Liam-Shopify mentioned we are looking into this and the good news is that developers using Web Pixel extensions would be the first to get access if that becomes available, so more reason to develop on Web Pixels to get all future updates and improvements!
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Hi @Egan_Cheung - thanks for the responses here. We’ve noticed that the checkout_completed fires don’t align with the number of Orders in a shop. We’re suspecting that this is due to checkout_complete event not being fired from thankyou pages. Is there anything we can do to ensure that these events fire properly?
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it could be this or…it could be that some of your customers are using ad blockers or tracking blockers so your analytics will not match the actual real data. Unless you do serverside tracking, in which case your orders should match the serverside event. Hope this helps 
It seems that this case doesn’t work for us either. Web Pixel doesn’t receive checkout_complete event on the “Thank You” page if Shop Pay was used.
Do you have any updates on whether this can be fixed, and if so, when can it be done?
A small update on this:
The problem with pixels not loading on “thank you page” with ShopPay was related to dev_tools, and it works fine.
But we noticed another problem related to shop.app. When checking out on shop.app, the user is redirected to “thank you page” on the Shopify domain, but the pixels still don’t load.
Is this how it’s supposed to work?