Inaccurate checkouts completed data. Awful support from Shopify

Shopify Discussion
1

Hi everyone,

I’m hoping someone here can help. I’m a UK-based merchant and have been dealing with a major issue in Shopify’s analytics — and despite weeks of support tickets, I’m still no closer to a resolution.

Support has even closed tickets where I’ve requested an escalation and they confirmed they’d actioned it! It’s poor service and rude.

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Here’s the issue: my store has had 192 orders over the past month, but Shopify’s analytics is reporting just 4 completed checkouts. How is that even possibly plausible?

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It’s especially frustrating as Google analytics is tracking many more checkouts, so surely it must be tracking in Shopify too.

Shopify should be the single point of trusted data, rather than 3rd party tracking.

I raised this with support and specifically requested it be treated as a formal complaint. The advisor confirmed that… and then closed the ticket.

I opened a new one, only to be told that it’s “expected behaviour” due to EU cookie laws — despite the fact that I’m not in the EU, I’m based in the UK.

Since then, I’ve been bounced around without any timeline, no confirmation that it’s been properly escalated, and no real resolution. A reindex was run — it didn’t help. I’ve received conflicting messages and frankly, it feels like I’m being fobbed off.

There are two core issues:

  1. The tracking clearly isn’t working properly — 4 checkouts from 189 actual orders is not a minor discrepancy.

  2. Support has failed to take it seriously or provide any evidence that it’s being meaningfully looked into.

This is now creating real business problems:

  • Potential investors are pushing for funnel data,

  • Existing shareholders are waiting on answers,

  • And I can’t effectively optimise or scale without reliable insight into my conversion journey.

Has anyone experienced this and actually managed to fix it?

Or does anyone know how to get in touch with someone more senior at Shopify who can actually investigate this properly?

Any advice would be massively appreciated.
Thanks,
Matt

2

Completed Checkout would only count if the session is available. If it is not available, it will not be counted.

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You can check this link for more information https://help.shopify.com/en/manual/fulfillment/managing-orders/analytics/conversion-summary#no-conversion-summary-available

3

Hi thanks for your response.

I understand that. But how does Google analytics pick up many more sessions than Shopify?

Additionally, I’m my case, 98% of sessions are not available. This seems implausible. My friend’s data is much higher.

4

It sounds to me something in the checkout is blocking tracking. Usually, this can happen from an app. However, in this case nothing in the checkout should work. But as you say, begin checkout works, then that is indeed strange.

What I recommend is to try and remove all tracking.

Then try to install the native solution created by Google, which I explain here:

If that also doesn’t work, then something much bigger is at play causing your issues.