Why are my Shopify analytics not recording accurate data?

DavidZEP
New Member
4 0 0

I am writing to you with concern about a problem I have been facing for about 10 days now, which support has not yet found a solution to. I come with evidence in attachment and moreover, I have found another 5 people with the same issue. For some time, about a month, I noticed that in my shop the live visitors and some metrics seemed to be off, but since the discrepancy was small, I didn't pay much attention.

 

Time passed and on February 1st something happened that caused my traffic to drop from 25,000 per day to 1,500. I quickly did a calculation of the number of clicks on ads in Facebook and Google and it was approximately 25,000. I hoped it would recover. I wrote to support two days later and they told me everything was fine and that it would be fixed soon. However, the problem is that the analytics in Shopify are getting worse and the platform is incorrectly recording the events (actions) that happen in the store, and these are further transmitted through the pixel to Google and Facebook.

 

I did the following tests: I have an app that integrates Google Analytics into the store and I installed a separate new tag. Surprisingly, they record the traffic differently. On one, I have almost correct traffic with a difference of -20% compared to the number of clicks from active campaigns, while on the older set GA4 I have only 600 people per day, exactly like in the Shopify dashboard.

 

The problem is that I cannot verify or control these bugs in the store, and all my metrics are going down. Campaigns are recording drops from one day to the next and from 70k/day I started to drop to approximately 40k/day. The technical people I talked to offer standard responses and assure me that it will be fine. However, time passes and nothing has been fixed.

 

The situation is so strange that we have a history and we looked at the actions in the store, if anything was edited, if anything was installed, etc., but everything went perfectly until February 1st and then without touching anything we had that drop. I don't know who to turn to, even if I pay 500 euros I don't know where to pay to get someone to solve this problem once and for all.

 

24 - 10 feb 

Screenshot 2024-02-11 at 11.29.58.png

Screenshot 2024-02-11 at 11.30.28.png

 

6 feb - 8 feb

Screenshot 2024-02-11 at 11.28.49.pngScreenshot 2024-02-11 at 11.29.19.pngScreenshot 2024-02-11 at 11.29.35.pngOtherwise, I will have to move and it's not too nice.

Replies 9 (9)

DavidZEP
New Member
4 0 0

Top marketing channels and Total Sales have diffrent numbers. 

 

Whenever I look at any random two days from January backwards,

the amounts from marketing channels are at least higher than total sales,

but now any date I choose after February 1st, the figures are much lower.

 

Screenshot 2024-02-11 at 11.39.57.png

20 -21 Jan 

Screenshot 2024-02-11 at 11.45.40.png

DavidZEP
New Member
4 0 0

And this is what supoort said in Chat

WhatsApp Image 2024-02-09 at 16.08.02.jpegWhatsApp Image 2024-02-09 at 16.09.25 (1).jpeg

OpenYourMind
Visitor
3 0 3

Hi David,

 

Unfortunately I can't help you but I think I'm experiencing the same problem. Did you check Google Search Console? 

For our website it seems that Google Search traffic dropped to zero starting at the 1st of February! All keywords are down to rank 60+ so we are not getting any visitors through Search anymore. 

Do you experience the same?

DavidZEP
New Member
4 0 0

No solution yet. Shopify show me that i have 1000 visitors / month but i'm selling 300 000k$/month ...

Lauri04
Visitor
1 0 0

I have this exact same problem. It started earlier this week. I think 13th, I did nothing and overnight my revenue dropped by 72%, shopify doesn't count store visitors anymore and my Facebook ads performance dropped and now the ads are performing like sh*t... I guess I cant do anything and I just have to wait until they fix this bullsh*t. But who knows how **bleep***ng long this will take...

rocketm
Tourist
6 0 3

Same problem here, dropped on 22.03.2024

Support doesnt care with standard replies, had 4 different people and nobody can see something wrong.

And you can clearly see that all metrics doesnt make sense at all.

On the screenshot you can see that I have 46 order today (this is correct) with 181 visitors (this is wrong) and showing an conversion rate of 3,31% with 20 ATCs and 6 Purchases.

Got even a video of an shopify support member showing me the last 30 days and he says everything fine, not even looking at my attachment...

ArN1
New Member
4 0 0

Hi DavidZEP and others,

Did you get any answers or solutions? Whats the current status? Did your problems disapear over time?

We experience a similar situation, our numbers are smaller (dropshipp starter) but very similar nontheless. Our ATC data in our ad-manager is practically non-existant. Especially data coming from our ad-platform seems to have mayor issues. All 3rd party platforms are checked, have been taken out of the equation and put back in, to no avail.

Shopify support said: "Our specialized team has been notified, and they are currently looking into the matter. It appears this might be part of an intermittent outage that could be affecting multiple Shopify users. We aim to resolve these types of issues promptly to minimize any impact on your operations."

So on one hand they seem to have had an issue which could possibly be a cause... but on the other I haven't had a follow up on this for over a week. Let alone a solution.

The way we worked heavily relied on our ad-platform recieving data, so it could optimize, and we could scale our campaigns. Needless to say we had to stop for now.

 

Dirk
Shopify Staff
2296 253 513

Hey, @DavidZEP 

I would consider hiring an SEO expert from our Shopify experts directory to be able to look into your search console and indexing ranking to isolate potential causes around the why traffic has dropped. Once these are identified, going through our guide on Analytics Discrepencies can give you some solid insight as to why different reporting softwares record and track certain KPI's differently and how that can appear differently in your reporting.

 

If there is anything else I can help you with, please let me know.

 

Dirk | Social Care @ Shopify 
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ArN1
New Member
4 0 0

around the why traffic has dropped

I'll speak for myself, and I'll be frank; clearly its not the traffic that dropped, its that the analytcs part of my shopify shop in messed up. I use a normal Shopify shop, with a default standard theme, with a handfull of apps that are used by thousands of others. There is something wrong. I already pay a subscription for Shopify, and you suggest I hire a Shopify pro? A SEO pro even?