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I have been working through the various pieces of documentation to setup GA4 and the MEWS Widget with mixed results. 

After implementing the setup, i opened google tag manager in preview mode as well as GA4 in debug mode to check that events were being triggered. While navigating through my website, events were triggered successfully up until where i would expect the purchase event to trigger. While a purchase was made and all events leading up to the purchase were triggered, the purchase was not triggered at all, as well as no page location or page name triggering. 

 

I have double checked my setup and implementation a number of times with no obvious errors, and also reviewed the community topics (some of which seem to have a similar problem but never got an answer).  

Hoping to find some guidance from anyone that has had the same issue. 

Hi ​@Amont, please excuse the delayed answer. 
Thank you for your question. As this is not expected behaviour, this request may need to be further reviewed by our CS support team. Please open a ticket with our team via AdaBot and we will be happy to investigate it for you. Thank you! 

For anyone else experiencing the same problem: 

We utilize the Mews Booking Widget on our website and setup GA4 and google tag manager as per Mews documentation. . 

Using Debug View in GA4 and Preview mode of Google Tag Manager we have been making bookings and following the record of triggered events through the sales funnel with all expected events occurring with the exception of the ^purchase event. The last three events logged in the funnel are as follows: add_payment_info, Booking created and page_view.

Following page_view i would expect to see the ^purchase event triggered however it is never triggered in either Debug View or Tag Preview despite it being logged on the Mews side.

I was asked to check the configuration of the ^purchase event which i find quite an odd request as the configuration of the event is created on the Mews side. I could check what the purchase event contained if i had received it, but am not aware of a way to change its configuration even if there was an error as i am the receiver and not the creator. Would like to see some documentation that describes how to do this. 

It was suggested that a change in session was the culprit as it redirects from the website to mews.com. It seems tracking ceases once the redirect to the payment processor happens inside mews.com. GA4 documentation indicated that when in Debug View, all sessions for a single user are tracked which from my understanding would invalidate the idea that its a session problem.

There is also no problem in tracking from our website to mews.com but the tracking seems to be lost at the point of redirect from mews.com through the payment processor. I asked for clarity on if there is a third domain that was needed for cross domain tracking but no confirmation as of yet. Again followed the documentation so if a third domain was required in addition to our domain and mews.com one would expect the documentation to reflect that. 

Last email i received yesterday indicated that the ticket was being escalated. So far 12 days into troubleshooting the problem with information exchanged about every 24 hours (except weekends) even if a reply is sent within 5 minutes of its receipt. I had offered to make myself available for a teams of phone call anytime to troubleshoot however that has not been entertained. So the volley of emails and knowing enough to not be misdirected continues. Be prepared for the longhaul as you try and troubleshoot your issue.

Will continue to update

 

Hi ​@Amont , it seems like we are experiencing the same issue. Did you get an update yet?

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