Webhook Troubleshooting Checklist

Please note: Visiopt will receive 100% of any webhooks sent from your system.

A defined webhook is a webhook where the visitor reached your landing page or test page, entered their email into a form... usually a checkout page, and then converted.

Below, we have some simple steps you can review to troubleshoot your webhooks.

Step 1: Initial Check:

• Check Logs:
  • Verify if the webhook appears in the logs.
  • Ensure both defined and undefined events are checked.
  • If nothing is received, it indicates that no webhook has been received by Visiopt.
  • Visiopt will receive and record 100% of all webhooks received by your cart or payment processor.

Step 2: Validate Test Timing

• Check Test Start Date:
  • Confirm the start date of the test.
  • Review logs for any test resets.
  • Ensure the webhook event falls within the test period and not before or immediately after any resets.
  • This could simply indicate that the reason the webhook is not displaying is that the event occurred before or close to the time a reset was done.

Step 3: Confirm Receipt of Webhook

• Actions if Nothing Received:
  • If Visiopt shows no web hooks in the logs (defined or undefined) it means nothing was sent to Visiopt.
  • We must verify that the webhook is set up properly.
  • Re-check your webhook setup in your cart or payment processor.
  • Try placing a test order.
  • If you still have issues, take screenshots of your webhook setup and send them to support.

Step 4: Analyze Specific Webhook Issues

• Review Details:
  • Identify the specific web hook(s) causing issues.
  • Determine the reason the webhook is not showing.
  • Look at defined and undefined logs and see the reason why the webhook is not displaying.
    • LP not visited means the visitor never reached the test page or campaign before making a purchase.
      • This can happen for many reasons, but is usually because you have other funnels, including emails that enable the user to also place an order without reaching the test or campaign page.
    • Email not found means that the email sent back to Visiopt in the webhook does not match anything collected in your funnel.
      • Reasons include an order coming from a different funnel, or you don't have a checkout page with Visiopt code in your funnel.
      • Visiopt can collect emails from any form you use within your funnel, and can collect emails if in the URL string in the browser.
  • Action steps will vary based on the identified reason.

Step 5: Conduct a Test Order

• Place a Test Order:
  • Place a test order if the issue persists.
  • If the test order works as it should than Visiopt is set up and working properly.

Step 6: Common Issues and Solutions

• Identify Common Issues:
  • Legitimately Undefined:
    • Ensure the webhook was supposed to be triggered by the Visiopt test or campaign funnel.
    • The webhook may simply be in the undefined logs, so we received the web hook it is just not supposed to be displayed.
  • Setup Issues:
    • Confirm the setup is correct and follows the expected configuration.
  • Client Misunderstanding:
    • Confirm your understanding of your funnel and web hook triggers.
    • Ensure there are no multiple ways to receive web hooks that could cause confusion.

Step 7: Client Setup Verification

• Check Client's Setup:
  • Ask if the client placed a test order.
  • Verify the landing page (LP) was visited.
  • Ensure the email is matched or found in the system.

By following this checklist, anyone can systematically troubleshoot and identify issues with web hooks effectively.