Customer Tracking FAQs
Short answers to what store owners ask most about Customer Tracking. Step by step guides are in Tutorials, and every field is in Configuration.
Does Customer Tracking work with page caching or a CDN?
Yes. Page views are reported by the visitor's browser after the page loads, so pages served from LiteSpeed Cache, a caching plugin or a CDN are counted. Cart changes, checkout and orders never come from a cached page, so they are recorded as usual.
Why are my own visits not on the Live screen?
Administrators and shop managers are excluded by default, so your logged in visits are not recorded. Open the store in a private window to see yourself, or change Exclude User Roles under Configuration, Tracking.
Can guests get cart reminders?
Yes. With Guest Email Capture on, the plugin saves the email a guest types at checkout before they place the order, on the classic and the block checkout. A guest who never reaches the email field cannot be reminded, because there is no address to send to.
When do the cart reminders go out?
A cart with no changes for 30 minutes is abandoned. The reminders follow 1 hour, 24 hours and 72 hours after that, each counted from the moment it was abandoned. The cart job runs every 10 minutes, so times can drift by up to that much.
How does the recovery coupon work?
Each coupon is a new single use WooCommerce coupon, named CT- plus eight characters, that only the shopper's email can redeem. The email button applies it at checkout. Later reminders of the same cart reuse it, and replace it if it has expired or been used.
What happens when a shopper clicks Stop these reminders?
No more cart reminders go to that address, for this cart and any later one. A logged in customer also gets no more browse abandonment emails. Emails you send yourself from a profile still go out.
How does the plugin know an order was recovered?
An abandoned cart that turns into an order is marked Recovered, with the order and its total. When that order is paid, the newest email the customer got in the last 7 days is marked Converted, with the revenue.
What is the difference between first touch and last touch?
First touch credits the channel that first brought a visitor, last touch the latest one. A shopper who found you on Instagram and came back from a reminder is Instagram for first touch and the email for last touch. The default is last touch.
How are customer segments worked out?
From each customer's paid orders and the date of the last one. Champions have 3 or more orders and bought in the last 60 days. Lost customers have not ordered for over a year. Segments update every day and whenever an order changes.
Why do all my visitors show no country?
Country comes from your CDN's country header, such as Cloudflare's, or the WooCommerce MaxMind database. With neither, it stays empty. Set up MaxMind under WooCommerce, Settings, Integration, or check that your CDN sends the header.
Is visitor data sent anywhere?
No. Everything is stored in your own database and no outside service is called while tracking. Data leaves your site only if you add a webhook URL under Configuration, Integrations.
Do I need the license for tracking to work?
Yes. Until the license is active, nothing is recorded and no reminder is sent, though the admin screens still open. Customer Tracking is a paid plugin with one edition, so every feature in these docs is included.