We’ve been dealing with a major analytics issue since January. Purchases track correctly, but sessions do not. GA4 and Microsoft Clarity show thousands of sessions, while Shopify shows only a handful — often a 5,000% difference. That leaves Shopify reporting conversion rates over 30–50%, which is completely unusable.
We are a large store with heavy daily traffic and more than $30,000 per month in ad spend. We cannot run paid campaigns blind, yet Shopify’s analytics give us no reliable data. We have tried every cookie setting and privacy fix we can find, but nothing resolves the issue.
Support has been a dead end:
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They insist Shopify’s numbers are “correct” even when shown live evidence from our chat app, GA4 and Clarity.
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They “reset the cache,” tell us to wait 72 hours, then close the ticket.
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When we reopen, it’s the same script all over again.
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Most recently, we were told there is no escalation path and no manager available.
After nearly a year of this, we still have no fix, no senior contact, and no support.
Is anyone else experiencing this level of discrepancy, and how have you managed to get past frontline support when they refuse escalation?