For the past several days, our online store conversion rate has not been calculating correctly. For instance, today we have had 7 orders completed through the online store, but analytics is counting 2 orders and an according conversion rate. Can you please help us troubleshoot why this is happening and fix?
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Hi, @Benjamin_7 .
Thank you for reaching out! I’m sorry your conversion rate has not been calculating correctly for you.
There are a few reasons you may see a conversion rate that doesn’t match what you expect. Apps or customizations on the store may block the browser “cookies” used to track customer behavior. Customers may visit the store with the setting or extensions on their browsers that don’t allow their activity to be fully tracked (which is up to them). A customer’s session and cart on the store may last multiple days, from their initial visit to first adding to the cart to the conversion, making that scenario not tracked as expected. How long or how often have you noticed that your conversion rate is calculating incorrectly? If you feel that it is frequently happening, it may be good to rely on third-party analytics such as Google Analytics or check conversion calculations manually.
Please let me know if you have any further questions! I would love to learn more about your business and offer any help you may need. What type of products do you sell?
Talk soon,
We just switched from BigCommerce to Shopify and are noticing the same problem. Since Shopify knows the number of orders in any given time frame, and it knows the number of sessions, can’t you guys just fix the formula on the analytics page to divide Total Orders by Total Sessions? It seems quite simple. Otherwise we have to do it manually from the data that is right there on the page. In other words, by definition, it appears that your “sessions converted” numbers are not correct, for the reasons you explained (and I got the same answer from support), but presumably Total Orders is a correct number, so therefore isn’t Total Orders the true Sessions Converted?
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Hi Emily, not sure if this has been resolved, I understand that shopify can’t track the customers personal details if they have blocked cookies, but why wouldn’t it be able to track the exact numbers that are coming through the shopify store?
When someone orders, both shopify and I as a store owner, see the order, so what would be the reason it’s not recorded? I don’t see how browser cookies would have any effect on tracking the exact numbers of orders that come through the store that we both see. I am specifically referring to conversion rate.
Thanks
We are also experiencing the same issue since 11-11-2022
For example, between 11-nov-2022 and 12-nov-2022 we see a total of 470 sessions on our online store and 48 orders resulting from the online store as sales channel. We would have 9.8% conversion rate, but the analytics screen shows 0%.
@Emily_50 Could you please look into this? This issue is continuously occurring since 11-nov-2022. Until 11-nov-2022 we have relied a lot on the Shopify analytics but since the launch of the analytics in the Search & Discovery app a lot of metrics have been messed up.
I am looking forward to hearing from you!
Thanks!
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