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FAQs: Report & Tracking
FAQs: Report & Tracking

Frequently Asked Questions

Russell avatar
Written by Russell
Updated over a week ago

Reports & Tracking FAQs:

Q1. My Shopify Online Store conversion rate drops a lot after using the app, is it normal?
It is normal to see Shopify's Online store conversion rate drops a lot as "Reached checkout" & "Sessions converted" events are not tracked by Shopify.

  1. Added to cart: show as normal, the app does not interfere "Add to cart" event

  2. Reached checkout: Inaccurate as checkouts go to the app

  3. Sessions converted: Inaccurate as checkouts go to the app

For more details, please visit the article: Track conversion rate before and after the app installation

Q2. I find overall revenue in Shopify Analytics Dashboard & App Dashboard are slightly unmatched.
It could happen as the app relies on Shopify to provide sales data and it has around 10 minutes delay. Moreover, the app revenue is the gross amount, while Shopify Dashboard revenue is with refund counted.

The main purpose of the app Dashboard is for funnel performance comparison. To get accurate revenue, please refer to Shopify Analytics. To track funnel performance, please refer to the app Dashboard.

For more details, please refer to Track performance by the app Dashboard.


Q3. How does the app calculate conversion rate?
Conversion rate calculation is different from Shopify.

Shopify:
Store conversion rate = no. of sessions / no. of converted sessions x 100%

For detailed definition info, please visit Shopify Analytics docs.

App (Store level or funnel level):
Order conversion rate = no. of orders / no. of checkouts x 100%
Post-upsell conversion rate  = no. of orders with post-upsell / no. of orders x 100%

For the app checkout sessions, each unique cart session is counted as one checkout.

Q4. I have set Checkout Zones 100% traffic to the app, why do I still see native Shopify checkout in Dashboard?
Normal traffic will go to the app according to zone settings, in some cases, checkouts will skip the app and go default Shopify checkout:

  1. Abandoned checkouts (direct checkout URLs to default Shopify checkout)

  2. Marketing emails/SMS contain direct URLs to Shopify checkout

  3. Dynamic checkout button (PayPal/Amazon Pay/Apple Pay) on product page

  4. Apps/customized themes contain unsupported checkout buttons

  5. Customer's device network unstable & timeout (~10 sec)

For any other exceptional cases, checkouts will be redirected to Shopify checkout, so Shopify checkout will always be the backup to make sure no checkouts are missed.

Q5. I find there's lots of payment type is "Manual" in Shopify Finance reports after using the app, is it normal?
Yes, orders/revenue processed by the app is of the "Manual" type in Shopify's report as the app processes payments without using Shopify's payment gateway.

Q6. What is the difference between "Shopify Checkout" and "Shopify Checkout (Native)"?
Checkouts are both redirected to default Shopify checkout, the difference is:
Shopify Checkout: Checkouts are through the app, "Shopify Checkout" funnel is assigned.
Shopify Checkout (Native): Checkouts skip the app and are redirected to default Shopify checkout.

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