Massive Analytics Discrepancy: Shopify Underreporting Sessions Since December 2024 – Urgent Fix Need

Shopify Discussion

Topic summary

A Shopify store owner reports severe session underreporting in analytics starting December 15, 2024, continuing for over 5 months. The discrepancy is dramatic—Meta Ads clicks are 20x higher than Shopify-recorded sessions, resulting in impossible conversion rates of 30-40%.

Impact:

  • Unusable conversion rate analytics
  • Broken customer journey tracking
  • Third-party tools (Propoel Replays, Lucky Orange) affected
  • Business decisions compromised

Troubleshooting attempted:

  • Multiple support tickets opened since December
  • Shopify support mentioned a possible “global issue” but provided no concrete resolution
  • Verified issue is not related to marketing changes, attribution models, or tax settings
  • Third-party tools confirm sessions are being tracked accurately elsewhere

Current status: The user has been directed to the community forum (ticket #56631710) as developers no longer respond via email. They’re requesting manual review from Shopify’s technical team and seeking confirmation whether this is a known bug or tracking logic change. The issue remains unresolved.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Hi Community,

I’m experiencing a serious and ongoing issue with my Shopify analytics that has made reliable tracking and decision-making nearly impossible.

:stop_sign: The Problem

Since December 15, 2024, my Shopify store has been drastically underreporting sessions, leading to inaccurate conversion rates (30–40%, which is completely unrealistic). This problem started suddenly and persists to this day (over 5 months now).

For example, on a day with clicks recorded via Meta (Facebook Ads) being more than 20x higher than sessions recorded on Shopfify. This issue affects Shopify’s internal while third-party tools like Propoel Replays which rely on accurate session data and have been to track way higher sessions.

:chart_decreasing: Consequences- Conversion rate analytics are unusable

  • Customer journey tracking is broken

  • Third-party tools dependent on session data

  • Strategic business decisions cannot be made based on faulty data

:pushpin: What I’ve Tried- I have opened multiple support tickets since December

  • I was informed this might be related to a “global issue” – but I have not received a concrete update or solution.

  • I’ve verified that this is not related to marketing changes, attribution models, or tax settings.

  • I’ve been told to post in the community since developers no longer reply via email.

? What I Need- A clear explanation and resolution from the Shopify technical team

  • Confirmation whether this is a known bug or if something has changed in Shopify’s tracking logic

  • A path forward to restore accurate analytics so I can properly use Shopify and tools like Lucky Orange again

This is core functionality, and it’s critical that it works correctly. Any help from Shopify developers or others with similar issues would be highly appreciated.

Thanks,
Ecom9

1 Like
2

Thanks for your response Daniel.

Regarding your points:

  1. I already know from third party-tools that the sessions are inaccurately tracked by Shopify.

  2. I am not a programmer and have no idea how to do that thb :grinning_face_with_smiling_eyes:

  3. same as 2

  4. Done that, that’s why I know the statistics are horribly wrong

  5. I would please ask a developer to do a manual review on this. I don’t want to share screenshots of my shop here, but I would appreciate if the Shopify Support could look into that. The ticket ID is: 56631710