BigCommerce app troubleshooting

Duplicate events and over-reporting

Issue: If another app or your existing GTM setup is already sending ecommerce events, the Stape app may use identical event names. This can cause Web GTM to fire twice for a single action, resulting in inflated data reporting.

Solution: To resolve this, navigate to the app's Data Layer tab and enable the Decorate dataLayer event name option. This will append _stape to Stape event names (for example, purchase_stape, add_to_cart_stape). You can then update your Stape tags and triggers to reference these unique names. You may then choose to either keep your existing setup active for legacy events or pause those tags.

For more information on event names and payloads, see our BigCommerce app dataLayer documentation.

Power-ups aren’t working

Issue: You have enabled Custom Loader or Cookie Keeper in the BigCommerce app settings, but the features aren’t functioning correctly.

Solution: Simply enabling Custom Loader or Cookie Keeper within the app settings isn’t sufficient on its own. To ensure these features function correctly, please first enable the corresponding power-up within your Stape account, and then activate it in the app settings.

Cookie Keeper and Custom Loader work only when the server container is hosted on Stape. Cookie Keeper also needs a paid Stape plan.

Webhook tests don’t show in GTM Preview

Issue: The Send test webhook feature triggers a request directly from BigCommerce, rather than a site visitor's browser, which is why it typically won't appear in the Server GTM (sGTM) Preview.

Solution: To view these test webhooks in the sGTM Preview, follow these steps:

1. Open Preview in your sGTM container.
2. Enable the sGTM Preview header config power-up in your Stape account and follow the setup instructions.
3. Click Send test webhook in the app.
4. You should now see the request appear in the sGTM Preview.

Item IDs don’t match Merchant Center (or another catalog)

Issue: You’re noticing that tracking data fails to match across platforms like Google Ads or Merchant Center, despite the Stape app being configured.

Solution: The app generates the items array directly from your BigCommerce product catalog. If your external platforms (such as Google Ads or Merchant Center) use different product identifiers, the tracking data can’t be synchronized. To resolve this, the following method:

Create a Custom JavaScript Variable in Web GTM or a variable / transformation in sGTM to construct your required catalog format (for example, prefixing bigcommerce_ or using item_sku instead of item_id in your Google Ads / GA4 tags).