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Troubleshooting | Ecommerce Analytics

We've gathered the information below to help answer some of the most common questions we've seen about Ecommerce Analytics. If you have a question or comment that isn’t addressed here, please contact our support team.


Ecommerce Analytics

Why are my analytics not tracking?

If you're using a legacy Blueprint theme, the %%GLOBAL_AdditionalScriptTags%% variable has likely been removed from HTMLHead.html. See The Additional Script Tags Variable to learn more.

Why are my analytics not loading?

Browser extensions or add-ons that affect javascript (e.g. adblockers) can prevent some control panel elements from displaying correctly in your browser. Try disabling them and reloading the page.


Ecommerce Insights

Why are some of my Insights reports not updating?

This can happen for stores with low volume. The reports will not update if they don't have enough data.



Why is the Merchandising Report showing products with zero visits?

If Show Add to Cart Link or Quick View is enabled, shoppers can add products to their cart from the storefront or category page. The Merchandising Report records page views coming from the product page only.



Why does an order show as unattributed?

Unattributed means we weren't able to attribute the order to a specific marketing channel. See the Marketing Report for a complete breakdown of each channel.

Why are some of my orders not appearing in the Orders Report?

Ecommerce Analytics reports, including the Orders Report, do not count orders that are in the following statuses:

  • Pending
  • Awaiting Payment
  • Cancelled
  • Declined
  • Refunded
  • Disputed
  • Verification Required

Note: If you've changed your order status labels, know that analytics will continue to track orders based on their original label. For example, renaming the "Pending" status to "Completed" would still count as "Pending" for analytics.


Purchase Funnel

Why is the Purchase Funnel Report not displaying visits?

Visits are tracked with Javascript. If your visitors have Javascript turned off in their browsers, their visit will not register in the Purchase Funnel Report.

Why are some orders not counted in the Purchase Funnel Report?

Orders created through third-party channels (eBay, Facebook, Pinterest, Amazon), or created manually are not represented in the Purchase Funnel Report. However, they will be included in the Orders Report.

Why is the Purchase Funnel Report showing a high Added to Cart number when the Shopped number is low?

If Show Add to Cart Link is enabled, shoppers can add products to their cart from the storefront or from a category page. The Shopped metric only tracks visits that viewed the product page or the Quickview of that product.


Abandoned Carts

Why is the number of abandoned carts different than how many abandoned cart emails were sent?

This number will differ since this report includes all abandoned carts (including guests who haven't provided an email address), whereas the Abandoned Cart Saver can only send emails to carts associated with an email address (logged in customers and guests who started checkout).

Why do I have more abandoned carts than normal?

On occasion, your store may be visited by a bot which will add items to the cart with no intention of buying them. Don't be alarmed. These guest carts are not real opportunities that were lost.

How can there be multiple abandoned carts of a product without it actually having a visit?

If Show Add to Cart Link is enabled, shoppers can add products to their cart from the storefront or from a category page.

My Abandoned Carts Report is showing a product labeled as NULL. Why?

Products that have been deleted from your store catalog will display as Product (NULL) in analytics reports.

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