Marketing Cloud Engagement | Email Studio Conversion Tracking Troubleshooting FAQ

<FAQ>

Q: I'm having trouble collecting conversion data.
A: If conversion tracking is not functioning correctly, please check the following as the potential causes.

• Confirm that all necessary parameters are included in the conversion request. The information appended when a link in an email is clicked must be correctly included as URL parameters. Ensure that all “required” parameters, as described in the "Conversion Pages" document referenced in the Notes section below, are included when the request is sent.
  
  Conversion Pages
  
  
• Verify that the URL used for the conversion request is correct. Conversions will not be captured if requests are sent to a URL different from the specified tracking end point for Marketing Cloud Engagement, or if there are errors in the URL parameter format (e.g., missing closing tags, incorrect parameter encoding). Ensure the URL is accurate and complies with the endpoint specifications.
• Check if the request is being blocked by web browser security features or other factors. Requests to Marketing Cloud Engagement's conversion end point may be blocked by your web browser's security settings, extensions, or your company/organization's network security policies. As this is likely a website or network-side issue, please work with your website's technical staff to investigate and identify the cause.

Q: Can you provide a sample HTTP request for a conversion?
A: Here is an example. For sXX, please replace XX with your specific stack number (e.g., https://s10.click...). XML strings and samples are also described in the aforementioned "Conversion Pages" document, so please refer to it as well.

URL : https://sXX.click.sfmc-marketing.com/conversion.aspx?xml=%3Csystem%3E%3Csystem_name%3Etracking%3C%2Fsystem_name%3E%3Caction%3Econversion%3C%2Faction%3E%3Cmember_id%3E111%3C%2Fmember_id%3E%3Cjob_id%3E111%3C%2Fjob_id%3E%3Cemail%3E%3C%2Femail%3E%3Csub_id%3E111%3C%2Fsub_id%3E%3Clist%3E1111_HTML%3C%2Flist%3E%3Coriginal_link_id%3E111%3C%2Foriginal_link_id%3E%3Cconversion_link_id%3E1%3C%2Fconversion_link_id%3E%3Cdisplay_order%3E1%3C%2Fdisplay_order%3E%3Cdata_set%3E%3Cdata%20amt%3D%22111%22%20unit%3D%22Dollars%22%20accumulate%3D%22true%22%20%2F%3E%3C%2Fdata_set%3E%3C%2Fsystem%3E

Note: Values like <member_id>111</member_id> in the URL above are sample values. Replace them with dynamically generated parameters. XML strings may also require URL encoding.

You can also send requests to the URL above using tools other than a web browser, such as HTTP request tools. This can be useful for testing. However, conversions will not be captured if the Job ID or subscriber information from the email is incorrect, so ensure you use the actual necessary parameters obtained from the conversion link in the email when executing requests.

Q: Conversion data differs between MCE and other analytics tools.
A: Regarding data discrepancies with other analytics tools, it is difficult for MCE support cases to provide precise cause identification or guarantee complete data matching due to the complex interplay of each system's measurement timing, specifications, and settings. Therefore, for such inquiries, we will provide guidance on troubleshooting methods and points to check from an MCE perspective to help determine if there is an issue on the MCE side.

For example, please check the following points:

• Perform an actual conversion action and verify if there are any significant delays in when conversions are captured and sent by both analytics tools.
• Confirm that necessary information for conversion (such as URL parameters appended by MCE) is correctly retrieved on the website side and appropriately passed to both MCE and the other analytics tools when a conversion event occurs.
• When a conversion request is sent, use browser developer tools to check for any HTTP communication errors, JavaScript errors, or other issues.
• Investigate whether there are specific conditions (e.g., particular browsers, devices, click paths, or network environments) under which conversions are not correctly captured by MCE.
  
  If, as a result of these troubleshooting steps, it is determined that the issue is likely caused by MCE, please contact
  our support service with detailed information (date/time of occurrence, specific request content, error messages, reproduction steps, etc.).
  
  Examples of issues‌ originating from MCE:
  • Conversions are not counted on the MCE side, even though conversion data is being sent correctly to MCE.
  • Requests to MCE's conversion end point frequently result in server errors.