FAQ: Why can’t I see visitor behavior on Shopify’s checkout page?
Increased Shopify privacy restrictions prevent non-Shopify Plus merchants from watching visitors within the checkout page with Lucky Orange's Session Recordings or evaluating their behavior through Dynamic Heatmaps. Click here to learn more about this policy.
Shopify Plus merchants can use Lucky Orange to track Shopify Plus checkout data and use our Session Recordings and Dynamic Heatmaps to analyze behavior during the checkout process. Click here to learn more.
In light of this policy change, Lucky Orange has taken steps to provide Events that indicate activity that occurs during the checkout process, such as shipping selected or payment information submitted. These Events are already on by default for non-Shopify Plus merchants who use Lucky Orange and don’t need to be activated.
Lucky Orange's preloaded Shopify Events are listed below with checkout-related Events emphasized in bold.
| Shopify Integration Event | Definition |
| Recording Started | A visitor has viewed your page which initiated a Session Recording |
| Searched | A visitor used your on-site search. This excludes search engines and organic search that occurs off of your site. |
| Collection Viewed | A visitor viewed a collection page. This may or may not lead directly into a Product Viewed event. |
| Product Viewed | A visitor has viewed a product. This will trigger for every product viewed. |
| Cart Item Added | A visitor added a product to their cart. This will trigger for each product added to their cart. |
| Cart Item Removed | A visitor removed a product from their cart. This will trigger for each product added to their cart. |
| Cart Viewed | A visitor viewed their cart. This occurs regardless of whether there are products within the cart. |
| Checkout Started | A visitor has started the checkout process. |
| Checkout Address Info Submitted | A visitor is in the checkout process and has submitted their mailing address. |
| Checkout Shipping Info Submitted | A visitor has supplied all the necessary contact and delivery information and has now selected a shipping rate. |
| Payment Information Submitted | A visitor has successfully submitted their payment information. |
| Checkout Contact Info Submitted | A visitor has submitted the completed checkout form. Should the payment be approved, the subsequent Event to trigger will be "Ordered." |
| Ordered | Congrats! A visitor has successfully completed their checkout process. |
Pro tip: Make sure you mark all of these Events as Key Events for easier tracking.
Shopify-specific Events are just part of the Events that are ready for you to use. Click here to learn more about rage clicks, shaky mouse and other System Events.
How to use these Events within Lucky Orange
- Within your Dashboard: Add the Events dashcard and select the Event of your choice. This will let you monitor it from your Dashboard.
- In Visitors: You can enable the Key Events column to view them next to each recording or filter by these specific Events
- From the Visitor’s Profile page: If you have marked the Events as Key Events, you’ll be able to see them within each session that the visitor triggered these Events
- To define steps in your Conversion Funnel: Add the Events as steps within your Conversion Funnel to analyze people who started to checkout but didn’t complete it
- See the Events: Use the Events Manager and Events Log to view Shopify-specific Events in addition to system Events and custom Events
- As a trigger for a Survey: Create a Survey asking why someone didn’t checkout and use this trigger combination:
- Current page: /cart
- Event Checkout Started occurred +1x within 7 days
- Event Ordered has not occurred ever