Matomo create a new user in the visitor log after the checkout intead

Support & Bugs
1

Hi everyone,

I’m a bit confused on Matomo behaviour with Woocommerce.

An exemple to understand :

  • Visitor A navigate on my website
  • Visitor A decide to buy something
  • I see him on the visitor log until the checkout
  • if the visitor A decide to pay, he leaves our website to pay on a payment provider (payzen)
  • Matomo show a new order on the visitor log but as a new visitor B
  • I see visitor A again when he come back on the confirmation page after his payment

How to keep the order on the same visitor card ? He has the same ip, resolution, browsers…

I use Matomo Cloud and Woocommerce with wordpress at their latest version.

Thanks for your help !

2

Not very sure, but either assigning the session with userid or visitor_id may solve your issue.

3

Not sure, I have already enable tracking by user id, but even login user show a separate order in the visitor log.

This look like this

Capture%20d%E2%80%99%C3%A9cran%20du%202019-12-19%2011-28-49
Capture%20d%E2%80%99%C3%A9cran%20du%202019-12-19%2011-28-491699×571 57 KB

4

We encounter the same behavior, since the 3.13.0…the 30 min merge not work anymore, seems need to assign the visit session id/visitor_id to solve it.