Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.runconverge.com/llms.txt

Use this file to discover all available pages before exploring further.

​
Introduction

If you’re comparing orders, revenue, or new customer counts between Shopify and Converge, you should expect some discrepancy. Converge and Shopify use different definitions, different identity models, and (sometimes) different sets of orders, so the two will rarely align to the order or the dollar. For most use cases (comparing channels, watching CAC trends, optimizing ads) the trend is what matters, not the exact figures. This guide explains the common reasons your numbers won’t match, then walks through how to track down a specific discrepancy when you need to.

​
Common reasons for order or revenue discrepancies

When the gap is in orders or revenue, it’s usually one of these:
Shopify and Converge calculate revenue differently:
  • Shopify Sales = Gross Revenue — Refunds — Gift Card Revenue
  • Converge Revenue = Gross Revenue + Gift Card Revenue
Shopify subtracts refunds and excludes gift card sales. Converge includes gift card sales as regular revenue and doesn’t subtract refunds (refund data isn’t always available server-side). To compare apples to apples, build a Shopify report that adds gift card sales back in and excludes returns — see Create a custom report in Shopify below.
Converge only receives the original order. If an order is edited after it’s placed, Converge won’t reflect the change. Common cases:
  • Manual edits in Shopify admin (line items added or removed, totals changed).
  • Post-purchase upsells (e.g. via apps like Zipify).
  • Refunds and cancellations.
Shopify reports always show the latest state of the order; Converge shows the order as it was when first received.
Shopify reports use your store’s configured timezone. Converge reports use the timezone of your workspace and the insight’s date filter. If those don’t match, an order placed late in the evening can land on a different day in each system — which matters most when comparing a single day or a short window.Also keep in mind that Shopify reports usually anchor an order to its created date, while some Converge views anchor to the date the event was received (these are almost always the same, but not always).

​
Common reasons for New Customer Order discrepancies

The Converge New Customer Order count rarely matches the First-time customer count in Shopify exactly, and the gap is usually largest right after you onboard. The four reasons below cover almost every case.
Shopify’s “first-time customer” flag is anchored to the customer’s first order ever placed in your store. Converge’s flag is anchored to the first Placed Order event Converge has actually received for that profile.This shows up most clearly in three situations:
  • Recent onboarding. If you connected Converge to Shopify recently, customers whose first order pre-dates your Converge installation will look like new customers to Converge the next time they buy. Shopify still has the earlier order; Converge doesn’t.
  • Migrated or merged stores. If you migrated to a new Shopify store, or merged multiple stores into one, the historical orders Shopify imported during the migration may not flow through to Converge. Converge sees those re-imported customers as new on their next purchase, while Shopify recognises them as returning.
  • POS, draft orders, and other off-website channels. By default Converge tracks orders from the Shopify Online Store. If a customer first buys through Shopify POS or another channel that isn’t being forwarded to Converge, their first online order will be marked as a new customer order in Converge but as a returning one in Shopify.
Converge identifies customers by email. Shopify identifies customers by its own internal customer ID. These usually agree, but they diverge in a few common cases:
  • Email changes. If a returning customer checks out with a different email address than they used previously, Converge will see them as a new customer (no prior Placed Order for that email), while Shopify will still link them to their existing customer record via the Shopify customer ID. Typos in the email field have the same effect.
  • Guest checkouts. Customers who repeatedly check out as guests, sometimes with slightly different email addresses, will be counted as new customers more often in Converge than in Shopify.
  • Household accounts. If two people in the same household share a payment method but use different email addresses, Converge will treat them as two separate customers; Shopify may collapse them depending on its own customer-matching rules.
A few specific order types behave differently between the two systems:
  • Gift card purchases. Shopify doesn’t count a gift card purchase as a “first-time customer” purchase. Converge treats a gift card order like any other Placed Order, so a customer whose first purchase is a gift card will be counted as a new customer in Converge but not in Shopify.
  • Subscription first orders. If you use a subscription app, the first order of a new subscription may be tagged or routed differently in Shopify than in Converge. Check whether the first-order tag your subscription app applies is excluded from either system’s reporting.
  • Refunded and cancelled orders. Shopify can retroactively remove a customer from “first-time customers” if their only order is fully refunded. Converge does not subtract refunds from the New Customer Order count, since refund events aren’t always available server-side.
The same timezone and date-anchor differences that affect revenue comparisons (see Common reasons for order or revenue discrepancies above) apply to new customer counts too. An order placed late in the evening can land on a different calendar day in each system, which matters most when comparing a single day or a short window.

​
Troubleshooting discrepancies

When you have a specific discrepancy you want to track down in a metric such as revenue, orders, or new customers, work through the steps below in order. Steps 1 and 2 catch the most common avoidable causes; step 3 lets you isolate the exact orders behind the gap.

​
Step 1: Check filters on your Shopify source

Filters can prevent certain orders from being tracked in Converge at all. A filtered-out first order will also cause the customer’s next order to be marked as a new customer order in Converge, even though Shopify still treats them as returning. To check:
  1. Go to in Converge.
  2. Open your Shopify source.
  3. Check whether any filters are enabled under Exclude orders with these tags.
  4. Check whether any filters are enabled under Exclude orders from these channels.
  5. Check whether Include orders from these shipping country codes is enabled.
If any filters are enabled, apply the same filters when you build your Shopify report. Filters are configured per source — see Filtering orders at ingestion for details.

​
Step 2: Align the comparison window

Before assuming the data is off, make sure the comparison itself is fair:
  • Use the same date range in both systems, in the same timezone.
  • Exclude refunds and post-order adjustments on the Shopify side (the custom report below does this).
  • Add gift card sales back into Shopify revenue if you’re comparing revenue.
  • Match the metric granularity: customer-level on both sides, or order-level on both sides.

​
Step 3: Create a custom report in Shopify

To compare Shopify with Converge on revenue and orders, build a custom Shopify report that mirrors Converge’s definitions:
  1. Go to Analytics → Reports.
  2. Click New exploration.
  3. Replace the default query with:
FROM sales
SHOW (gift_card_gross_sales + total_sales) AS revenue, orders
WHERE is_return_related = false AND excludes_post_order_adjustments = true
SINCE last_month
UNTIL last_month
ORDER BY revenue DESC
VISUALIZE revenue
  1. Click Run.
This shows revenue and order count for the last month, matching what Converge would show for the same time range. Change the date in the top left to compare other periods.

​
Step 4: Drill into specific orders

If steps 1–3 don’t fully close the gap, build a per-order list in each system and diff them:
  1. In Converge: go to and click Create new insight. Add Revenue, Placed Order (aggregated by Count), and New Customer Order (aggregated by Count) as metrics. Click Add breakdown and select id (the Shopify Order ID). Enable Show totals under Options above the table. Set the date range you want to compare.
  2. In Shopify: open the custom report from step 3. In the right pane, go to Dimensions, click the plus sign, find Order ID, and click Apply. If you’re investigating a new customer gap, also add a First-time customer column or export your store’s first-time customers list separately. Set the date range to match Converge.
  3. Diff the two lists. Orders that appear in one system but not the other usually trace back to a filter, a post-order edit, or a refund. Orders flagged as new customer orders in one system but not the other typically map to one of the reasons in Common reasons for New Customer Order discrepancies — most often gift cards, email mismatches, POS-first customers, or repeat customers whose earlier orders pre-date your Converge install.
If you’ve worked through all four steps and still can’t explain the gap, reach out to Converge support with the date range, the two numbers, and any specific order IDs that look wrong — that’s enough to investigate from our side.