How to troubleshoot same Order ID seen over multiple days | Community
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denise_arjunan1
Level 2
February 21, 2025
Solved

How to troubleshoot same Order ID seen over multiple days

  • February 21, 2025
  • 3 replies
  • 1080 views

I am looking for advice on how to troubleshoot an issue that I am seeing in our reporting. 

 

there are a small number of duplicate Order Ids that are used across multiple days that we are seeing different product and revenue amounts tied to them. We are only seeing the first date and product in our back end system so I am under sure how the second would populate with a different revenue amount and different productions

Dates – 2/8 and 2/12

 

Best answer by Pablo_Childe

So I would look then the evars persistence. It seems perhaps even though you specified purchase.(that could be a setting that the evar still follows the users in some cases after the actual evar was set.) On the page the purchase event fires is it that same as this order ID is also set? If yes can you verify that the OrderID evar indeed after some sort of confirmation page isnt still allowed to persist? If purchase event, and order evar are fired and set on a confirmation page. I would actually change it to hit duration.(that way if a reload or new page is triggered by user in session). That evar shouldn't follow.

3 replies

AnitaMummert
Adobe Champion
AnitaMummertAdobe Champion
Adobe Champion
February 21, 2025

Hi @denise_arjunan1 , I'd love to hear what others offer, but one thing to consider is that if you have a high number of order IDs (<100k), there is a greater likelihood of Hash Collisions,which can manifest like this (multiple items mapping to the same value when they should not).  Adobe Support should be able to help identify if this is indeed the case.

My only other thought would be that whatever mechanism is used to create Order IDs  somehow created the same one twice. That's a long shot, has this happened before, or is this the first time you've seen this?

You might also check other dimensions like user domain or agent string, MCID (if you collect it), just to make sure it's not the same person in both cases, in which case there could be some kind of caching going on.

    Harveer_SinghGi1
    Community Advisor
    Harveer_SinghGi1Community Advisor
    Community Advisor
    February 22, 2025

    Hi @denise_arjunan1 ,

    This could happen because of reasons like,

    1. As @anitamummert mentioned, one reason could be that your Order ID generation logic is creating the same Order ID on different days.
    2. Other reason could be that Order IDs on website aren't always sent on purchase events and the previously recorded value in Order ID takes credit for the recent order.

    Order ID is not an OOB dimension in Adobe Analytics/CJA so I'd assume you are using a custom dimension to track this information. Adobe provides ability to persist the custom dimensions beyond the hit they were set on using expiration settings. If you are using a dimension with expiration longer than hit then what you are seeing could happen. Here's a scenario that can cause it,

    • User places an order on 8-Feb and records Order ID as 770171579049 in custom dimension set to expire after 30 days
    • User places another order on 12-Feb but no value was passed in Order ID dimension. In this case the previously persisting (as this order is within 30 days of when that value was set) value 770171579049 takes the credit for this order as well.

    You should check for two things to fix this issue,

    1. Make sure the logic you are using to generate Order ID is creating unique IDs always
    2. Make sure the Order ID value is always populated on an order event

    Cheers!

     

      Pablo_Childe
      Community Advisor
      Pablo_ChildeCommunity Advisor
      Community Advisor
      February 24, 2025

      Hi just to add to previous 2 comments. I suspect OrderID is an evar that is captured at time of purchase event in your case. If it is make sure to change it be HIT/visit based expiry under admin > reportsuite > conversation variable settings. This should eliminate the duplication of if it is a cache based from longer lookback window.

       

      Next if possible look at IP, city, any used ID evars/props you may capture for these 2 transactions to see if they are indeed same user or 2 new users. 

      D
      denise_arjunan1Author
      Level 2
      February 25, 2025

      Thanks All for your input. 

      Here is the current configuration in our report suite manager and is set with the purchase event in tags

      The order ID is only showing once in our back end system so I don't think it is an issue with our order id generation process. 

       

      Our ecid and geo data is showing two different IDs and States

       

      We do have a large number of orders - so I am opening a ticket with Adobe support to discuss the Hash error possibility. 

       

       

        Pablo_Childe
        Community Advisor
        Pablo_ChildeCommunity AdvisorAccepted solution
        Community Advisor
        February 26, 2025

        So I would look then the evars persistence. It seems perhaps even though you specified purchase.(that could be a setting that the evar still follows the users in some cases after the actual evar was set.) On the page the purchase event fires is it that same as this order ID is also set? If yes can you verify that the OrderID evar indeed after some sort of confirmation page isnt still allowed to persist? If purchase event, and order evar are fired and set on a confirmation page. I would actually change it to hit duration.(that way if a reload or new page is triggered by user in session). That evar shouldn't follow.

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