If tracking is not behaving as expected, work through the checks below.
No source data on orders
- Confirm the plugin is active and that Disable UTM Tracking Completely is not checked in Settings.
- Place a test order yourself after visiting the store with UTM parameters in the URL, then open that order and check the Order Source box.
- Make sure cookies are allowed in the browser you test with; tracking relies on a first-party cookie.
Everything shows as “(Direct)”
“(Direct)” means no referring website and no UTM parameters were detected. This is normal for typed addresses, bookmarks, and links opened from some apps that strip the referrer. To confirm detection works, visit your site through a tagged link from the UTM Link Builder and place a test order.
Source looks wrong or duplicated
Inconsistent values such as Facebook and facebook are counted separately. Standardise your UTM values, ideally by always generating links with the Link Builder.
An order is missing from reports
Check your Excluded URLs from Reports setting. Orders from excluded sources are still tracked but are deliberately hidden from the dashboard. Also confirm the report’s Date Range covers the order date.
Still need help?
If the problem persists, reach out to WPGens support with your store details and the steps you have tried, and we will help you get it sorted.