Uninstalls count in Partners Dashboard doesn't match with the data using the API or CSV events

Retired Boards Appdev Partners Discussion
1

Hi, I’m currently using Partners API to track all my events, such as app uninstalls. Currently, I find a problem with the numbers shopify show you when looking at the App Dashboard:

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Any year I check for uninstalls, the number shown by Shopify (25,449) is considerably lower than what I see using the API or Events CSV Data (There I have 31,110 uninstalls), which seems to be the real number. And, again, the same happens when I check for any year or time period… The real count I have is higher than the one displayed by Shopify Partners Dashboard.

Is there any additional operation or event Shopify takes into account to count uninstalls? I need to match that numbers in my reports but there’s no info on how you make that calculation.

PD: The installs, Store re-open, and store close event counts match PERFECTLY (Looking at shopify dashboard, CSVs, or API data). The only problem is the uninstalls count.

2

It’s not entirely clear why there’s a discrepancy between the uninstall numbers shown on the Shopify Partner Dashboard and the numbers you’re seeing through the API or CSV data. However, it’s possible that the difference could be due to:

  • Differences in how uninstalls are counted: For example, the Partner Dashboard might only count uninstalls that occur after a certain period of time, or it might exclude uninstalls that are quickly followed by a re-install.
  • Delay in data update: As mentioned in the guide, the data that appears on the app’s Overview page reflects a delay of up to 10 minutes. It could be possible that the data you’re seeing in the dashboard is not as up-to-date as the data from the API or CSV.
  • Canceled or frozen stores: The dashboard might not count uninstalls from stores that are canceled or frozen.

It would be best to contact Shopify Support directly from the “Support” tab of your partner dashboard for further clarification on this issue. Our partner support team should be able to provide more insight into how uninstalls are counted and why there might be a discrepancy in your specific case.

Hope this helps!

3

Hi, try to ignore the REDACTED Uninstall events,in our experience these stores are counted twice. 1st when uninstalled and second when the record is redacted.