Tendlio isn’t recording product visits

Your shop is getting add-to-carts or orders, but in the last 7 days Tendlio hasn’t counted a single visit to a product page. Something on your site is stopping Tendlio’s small counting script from running for your shoppers.

What the warning means #

Tendlio counts add-to-carts and orders on your server, and it counts visits in the shopper’s browser, with a small script on your shop pages. When your server keeps recording add-to-carts or orders and no browser reports a single visit, Tendlio knows the script isn’t running for your shoppers, but not what stops it. A speed (caching) plugin, a cookie consent tool or a script error on the page can each do it.

Your widgets still show and still sell while this lasts, but Tendlio can’t count what they earn until the script runs again. The warning appears next to the figures that stopped, each time with a Troubleshoot tracking link to this page:

• On the Growth engine and Sales lift pages, above the cards. On both pages, the card of a product row that Tendlio has seen load in your shop reads Showing, but not measured.
• At the top of the Storefront widgets report.
• On the Views to sales report, under the totals, when the period has more add-to-carts than views.

Fix it step by step #

Work through the steps in order, and stop as soon as the warning is gone.

1. Check that tracking is on. Open Track widget and product performance and make sure the switch is on. While it’s off, Tendlio doesn’t count visits, and that’s expected.

2. Visit your shop like a shopper. Open a private (incognito) window, don’t log in, and open any product page. If your site shows a cookie banner, leave it unanswered for now. Tendlio never counts visits from administrators or shop managers who are logged in, so your own visits from your normal window don’t show up.

3. Reload the page that showed the warning. One counted visit clears it. If it’s gone, tracking works. If it’s still there and your site showed a cookie banner, go back to the private window, accept the banner, open another product page, and reload the warning page again. If the warning clears now, your consent tool holds Tendlio’s script back until a shopper accepts. That’s how it should work, and it means Tendlio doesn’t count shoppers who don’t accept. If many of your shoppers decline cookies, expect lower numbers than your shop really has: the Storefront widgets and Views to sales reports count fewer visits, your widgets get credit for fewer of their sales, and the Recommended for you row personalizes less often.

4. Still there? Tell your speed plugin to leave Tendlio’s script alone. Open the settings of your caching or speed plugin and find the JavaScript section. Look for boxes named “exclude” next to options like delay, defer, combine or minify. Paste this word into each of them and save: tendlio

   If a box asks for file names instead, paste these five lines:

   • tendlio/assets/js/sitetrack.js

   • tendlio/assets/js/seen.js

   • tendlio/assets/js/storefront.js

   • tendlioSt

   • tendlioSf

     Then clear that plugin’s cache, with a button such as Clear cache or Purge, and repeat steps 2 and 3.

5. Still there? Find the setting that does it. In the same plugin, switch off the JavaScript options (delay, defer, combine, minify) for a few minutes, clear its cache, and repeat steps 2 and 3. If the warning clears, it won’t show you which option it was: it looks at the last 7 days, so the visit you just made keeps it away. Use the visit count instead. Open Help → System status and find the row Counting in the browser under Storefront widgets: it shows how many views Tendlio has counted. Switch the options back on one at a time. After each one, clear the cache, open a product page in a new private window, and reload System status. The option after which the number of views stops going up is the one that needs the exclusion from step 4.

6. Nothing helped? Send us one product page. Open Contact support and include the address of one product page from your shop. We’ll check what stops the script on that page and tell you what to change.

After the fix #

Fixing this starts the count from today. Tendlio can’t recover the visits it missed, so give your reports a few days before you judge a widget by them.

Why Tendlio counts visits in the browser #

If your shop uses page caching, a shopper can get a saved copy of a page without your server doing any work, so your server can’t count that visit. The script counts it in the shopper’s browser instead. Add-to-carts and orders reach your server either way, and that’s how Tendlio notices when the script goes quiet.

Additional resources #

• How to check your tools on the Growth engine page: what each status on a card means.
• Measuring what the widgets earn: which figures come from the script.
• Your data and privacy: what the script records, and the cookies it sets.
• A storefront widget doesn’t show up: when the widget itself doesn’t appear.

Frequently asked questions #

Do my widgets stop working while tracking is blocked? #

No. They still show and still sell. Tendlio can't count what they earn until its script runs again, and it can't add the missed visits later.

Why don't my own visits count? #

Tendlio doesn't count visits from administrators or shop managers who are logged in, so the numbers show your shoppers, not you. Test in a private window without logging in.

What should I exclude in my speed plugin? #

The word tendlio, in each JavaScript exclusion box next to delay, defer, combine or minify. If a box wants file names, paste the five lines from step 4.