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?
Our analytics reporting requires shoppers to opt into cookie tracking on the storefront, if you have cookie consent tracking enabled in your store's Security and Privacy settings. If a shopper chooses not to opt in, their visit and page view data won't be included in analytics reports. Likewise, if you hide the cookie consent banner on your storefront, none of your shoppers will be able to opt in, leading to missing analytic data.
Why are my analytics not loading?
Browser extensions or add-ons that affect javascript (such as adblockers) can prevent some control panel elements from displaying correctly in your browser. Try disabling them and reloading the page.
I'm not seeing any or only some of my analytics reports.
Check that the user account has the correct permissions enabled to view analytics reports. See User Roles and Permissions for more information on which permissions are required for viewing specific reports.
I'm seeing a different set of reports under Analytics.
If you are seeing Store Overview, Order, Abandoned Cart Recovery, Product, Customer, and In-Store Search reports, you have Classic Analytics enabled in your store. Classic Analytics uses our legacy data pipeline, which collects limited data for the reports listed above. See Using Classic Analytics to learn more. We recommend switching to Ecommerce Analytics for access to the advanced reporting found in our current analytics tooling.
To toggle your analytics settings, go to Settings › General, then click the Security & Privacy tab. Uncheck Analytics for my business if you would like to disable advanced analytics from running on your storefront and check to enable Classic Analytics for my business. Note that the data collected by Classic Analytics cannot be transferred to Ecommerce Analytics, and as a legacy feature, Classic Analytics may not be available on all stores.
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.
Merchandising
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.
Orders
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, our analytics reporting will continue to track orders based on their original label. For example, renaming the "Completed" status to "Closed" would still count these orders as "Completed" on reports.
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 (such as eBay, Facebook, Amazon), orders created manually, and orders created by the API (such as subscriptions), are not represented in the Purchase Funnel Report. However, because they will be included in the Orders Report, this can explain why there might be a discrepancy between the amount of orders listed under View Orders and the number of orders shown in the analytics 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 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.
