Shopify Analytics off by 5,300% – No Escalation Path

Data and Analytics
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We’ve been dealing with an analytics issue since January. Purchases are recorded correctly, but sessions are not. For example, GA4 and Microsoft Clarity show 713 sessions while Shopify shows 13. That’s a 5,300% discrepancy, leaving Shopify reporting a 38.46% conversion rate — completely unusable for running a business.

Support’s pattern has been the same:

  • They claim the Shopify numbers are correct.

  • When I provide screenshots from our live chat app showing 5–6x more active users than Shopify reports for the entire day, they still insist Shopify is right.

  • They “reset the cache,” tell me to wait 72 hours, close the ticket, and when it doesn’t resolve, we start over with the same copy-and-paste responses.

  • And now, the latest answer: Shopify will not escalate this issue to anyone.

Purchases track fine, but without accurate session data, Shopify Analytics is meaningless. Accurate reporting is a baseline requirement, not a feature request.

Has anyone actually been able to get this escalated beyond frontline support?

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That’s super frustrating without accurate session data you really can’t trust your analytics. I found a similar thread where people said Shopify was “completely misreporting my analytics,” with session counts much lower than what GA4 and other tools show: https://community.shopify.com/t/shopify-completely-misreporting-my-analytics/307039. Support really needs to stop giving generic fixes and actually investigate issues like this.

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And they closed the ticket again saying it is “normal”. It is impossible to plan the holidays without proper data. And not that this should matter, we are not a small store, we do close to 1 million per year :frowning: