Experience Cloud ID service cookies blocked potentially causing large percentage of internal session refresh visitors

[jantzen_belliston-Adobe]

Hi, Adobe Analytics noobie here. We are noticing that on some browsers the VisitorAPI.js, is occasionally being blocked (which is hard coded onto each page). It seems to be related to cookie settings in that browsers with strict cookie settings prevent it from firing, most often during checkout where users transition from our main site xyz.com to store.xyz.com, which is actually operated by our e-commerce partner. An artifact of this seems to be a large percentage of transactions being misattributed to our internal session refresh channel in Adobe Analytics. I think that updating the way we set cookies on the site may alleviate this issue, but I'm not positive. Does anyone have any guidance or advice on this issue? 

[jantzen_belliston-Adobe]

Do any of the answers below answer your initial question? If so, can you select one of them as the correct answer? If none of the answers already provided answer your question, can you provide additional information to better help the community solve your question?

[cwjg · Accepted solution]

Double check that the cookieDomain, trackingServer, trackingServerSecure parameters are set correctly on both sites.

Could you share or DM a link to your website?

[cwjg · Accepted solution]

Looks like the domain on the checkout page on "store.xyz.com" is actually set to be our e-commerce partner's domain, whereas the cookie on our site is obviously our domain. I assume we'll want to fix it so that the cookie on store.xyz has our domain?

[cwjg]

To add to the questions you've already been asked, are you confident that your internal domains are properly identified, and that your Marketing Channel Processing Rules are accurately defined? I ask because of this statement from your original question:

"An artifact of this seems to be a large percentage of transactions being misattributed to our internal session refresh channel in Adobe Analytics."

Are there other signs that point to this being a cookie/ECID issue, or is this the inflated Internal Session Refresh channel the only issue?

[cwjg]

I am pretty confident our Marketing Channel Processing Rules are accurately defined. The sign pointing to it being a cookie issue is that we were seeing a large % of internal session refresh and upon further investigation, it was significantly disproportionately affecting certain browsers that have being rolling out strict cookie settings. Furthermore, the landing page for these visits was most often a page in the checkout process.

[evolytics_brian]

Sounds good. Sometimes I like to ask the obvious questions... Just in case 🙂

[cwjg]

Just a quick check - are we sure we have VisitorAPI.js implemented on store.xyz.com as well? Also are you also seeing VisitorAPI.js or MID not generating on other pages of the site on xyz.com?

[cwjg]

Yes, VisitorAPI.js is implemented on store.xyz.com as well. I'm not positive that there are no other pages affected, but I will check.