Frequently Asked Questions
General Questions
What is Cartlytics?
Cartlytics is a Shopify app that provides comprehensive cart analytics and customer behavior tracking. It helps merchants understand their customers' shopping behavior, recover abandoned carts, and make data-driven decisions to boost sales.
What analytics features does Cartlytics offer?
Cartlytics provides comprehensive analytics including cart activity tracking, product performance metrics, traffic source analysis, conversion rates by channel, top pages and collections, search insights, customer locations, and visitor behavior tracking. Upgrade to unlock advanced analytics like traffic sources, conversion performance, and detailed visitor insights.
Is there any requirement for me to input code?
Absolutely not. Cartlytics is fully automated and can be personalized according to your preferences.
Does Cartlytics affect my store's performance?
No. Cartlytics is optimized for performance and has minimal impact on your store's speed, as verified by tools like Lighthouse.
Data and Tracking
Why aren't events showing before installation?
We can't display any data from before the app was installed because Shopify doesn't share past data with us. From the moment you installed Cartlytics, we've started capturing cart events. All new cart events will appear in your dashboard and cart activity pages going forward.
Why don't cart adds on Shopify reports match Cartlytics numbers?
Shopify counts "Add to Cart" actions by sessions (30-minute windows), while Cartlytics counts every individual add-to-cart click. If someone adds 3 items during one session, Shopify counts 1 event, but Cartlytics counts 3. This gives you more granular insights into customer behavior.
What is customer data collection and why do I need it?
Customer data collection enables advanced analytics features like traffic source tracking, visitor locations, conversion performance by channel, product impressions, and ATC rates. When enabled, Cartlytics captures visitor behavior data to help you understand where your customers come from and which channels convert best.
Cart Recovery
How does cart recovery work?
Cartlytics offers two ways to recover abandoned carts: automated recovery emails and manual draft orders. Automated emails are sent to customers who left items in their cart, while draft orders let you manually create a Shopify draft order from any cart and send a personalized invoice with optional discounts.
What email providers are supported?
Cartlytics integrates with SendGrid, Mailgun, and Postmark for sending cart recovery emails. You can connect your preferred email provider in the Settings page and customize your email templates with your branding.
Can I customize recovery email templates?
Yes, you can fully customize your cart recovery email templates. Add your brand colors, logo, custom messaging, and even include discount codes to incentivize customers to complete their purchase.
Reports and Exports
How do daily/weekly email reports work?
Cartlytics sends automated reports directly to your inbox. Daily reports summarize yesterday's cart activity, while weekly digests provide a comprehensive overview with trends and top products. Configure your preferences in Settings to choose your preferred delivery time and timezone.
Can I export my data?
Yes, Cartlytics offers CSV export functionality. You can download your cart data for further analysis in Excel, Google Sheets, or any other spreadsheet application.
Billing and Plans
How do you determine the number of orders each month?
At Cartlytics, we review your order count at the end of each billing cycle to include all online orders created in your store. Only online orders count toward your plan limits - POS (point-of-sale) orders are excluded from billing. If your online order volume exceeds your plan's limit, we'll notify you accordingly.
Is pricing affected by the volume of orders?
Pricing at Cartlytics scales with your business. Each plan has an order limit. Our most premium plan Scale allows you to increase your monthly order capacity at an affordable rate of $5 per extra 10,000 orders.
In what currency will my payments be processed?
All billing and payments are conducted in United States Dollars ($USD), regardless of your business's location.
Is there flexibility to change plans?
Absolutely! Cartlytics lets you switch plans seamlessly as your business grows, ensuring you always have the right support for your needs.
Do POS orders count toward my plan limit?
No, POS (point-of-sale) orders are excluded from your plan's order limit. Only online orders created through your Shopify store count toward your monthly limit.
Troubleshooting
Why am I not seeing any cart activity?
Cartlytics can only capture data after installation - we don't have access to historical data. If you've just installed the app, wait for customers to start adding items to their carts. Also verify that the app is properly installed by checking your Shopify admin apps page.
Why don't I see customer information on some carts?
Customer information may be unavailable for several reasons: the customer checked out as a guest, they declined cookies on your store, or customer data access hasn't been enabled in your settings.
Account and Support
How do I remove Cartlytics from my store?
Simply uninstall Cartlytics from your Shopify admin apps page. All app components will be automatically removed from your store.
How do I contact support?
You can reach our support team through the contact form in the app, or by emailing us directly. We typically respond within 24 hours on business days.