Hubspot for Woocommerce Plugin merges unrelated contacts

Marketing & Content Hub Productivity Tools
1

Hello,

I frequently create woocommerce orders on the frontend for new customers who order via telephone. What I do is:

  • I ensure being logged out on my website
  • I place the customers order entering his / her information (email, phone number, …) in my woocommerce frontend

Although all customer data is completely unique, the plugin frequently merges the new customer contact to an older one I have created a couple of days ago using the same method.

Analyzing this issue, I found out, that the contacts are merged due to “matching cookies”.

How can I disable cookie matching contacts merges on a specific form / in general?

Thank you so much in advance!

2

Hi @FF2

Welcome to the Community!

I’d like to share these articles that explain this:

Collect Contact Information Without Disabling Cookie Tracking On Your Forms

Customize cookie tracking settings and privacy policy alert

I’ll also invite a few experts to this conversation so they can share their thoughts

Hey @warrendavey @darynsmith any thoughts you can share with @FF2?

Thanks

Sharon

3

Thanks a lot for your answer! Problem ist, that the woocommerce forms are treated as “non hubspot” forms in the backend, which means, I unfortunally do not have the options you mentioned above :disappointed_face:

4

Did you find an answer to this?

5

Hi @FF2 ,

This might be due to cookie matching on the browser. I’m not sure how you would turn that off in WooComerce but I could suggest a little trick! If you open a browser in incognito it holds no cookies whatsoever thus this would not happen - I’d suggest you reach out to WooComerce and ask how it would be possible to turn off cookie matching in this case and if not possible - you can use the incognito browser whenever filling out these orders manually.
Hope this helps!
If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards.

6

Thank you for your question @LostEarthAdv

There is a workaround if you submit data to a HubSpot form (or via the Forms API) by enabling “Always create contacts for new email addresses” in the form’s Options.

This ensures each new email creates a separate contact, even when cookies already exist.

Here’s a community thread with more context: https://community.hubspot.com/t5/Releases-and-Updates/Collect-Contact-Information-Without-Disabling-Cookie-Tracking-On/ba-p/417755#:~:text=This%20wasn’t%20ideal,upon%20form%20submission.&text=Within%20the%20forms,still%20be%20tracked.&text=This%20means%20that,all%20HubSpot%20users.1

However, this setting isn’t available for WooCommerce, there’s a proposed idea for that in the Hubspot Ideas Forum, I’d recommend upvoting it and adding your specific use case in the comments

https://community.hubspot.com/t5/HubSpot-Ideas/Make-it-possible-to-always-create-contact-for-new-email-address/idi-p/326608

Let me know if you have anymore questions!

Victor

7

Thank you for taking the time to respond.
We have taken 3 years to build this and we are now pretty **bleep** if we can’t fix this.
We use woocomerce to take bookings on site from the same machines and they keep amalgamating clients. Have you any idea of a work around at all?