This guide describes common issues with revenue differences across platforms.
Source of Truth | How Revenue is tracked | Notes |
Billy Grace | Client-side or server-side via own pixel and API-connection with e-commerce platform | Revenue is pulled into Billy Grace via API combined with events received by pixel. |
Shopify / Magento / Lightspeed / BigCommerce/ SFCC / Custom Import | Via API | If your e-commerce platform is connected to Billy Grace, our transactions and revenue should match. If it doesn't, please reference the common reasons below. |
Google Analytics | Client-Side or server-side | By default, Google Analytics relies on client-side tracking to report revenue. This method can miss conversions in cases where ad blockers, privacy blockers, or VPNs are in use, while Billy Grace tracking can still capture these events. |
My Revenue still isn't lining up. What's going on?
Attribution Modes
In Billy Grace, there are two different types of Attribution Modes, Session Date and Event Date. Both are explained below:
Session Date: in this mode, for every touchpoint that receives credit for an event, the credit is allocated to the day the touchpoint occurred.
Event Date: in this mode, for every touchpoint that receives credit, the credit is allocated to the day on which the event occurred.
E-commerce platforms and GA4 report on Event date by default. Please select event date when making comparisons with other platforms.
Revenue Formula
The total revenue that is generated in the selected period minus returns and discounts in the selected period, I.e. Total order price - discounts - returns. (by default revenue in Billy Grace is including VAT, this can be changed here > settings)
Refunds
Refunds are handled differently per e-commerce platform. See the table below in which platforms it is supported.
Platform | Refunds supported |
Shopify | Yes |
Magento | Yes |
BigCommerce | Yes |
Medusa | Yes |
Salesforce Commerce Cloud | On request |
Lightspeed | On request |
WooCommerce | No |
Billy Grace subtracts the returns based on the order date of the initial order. For example, if an order is placed on January the 1st but returned on February the 1st the revenue of January will be updated in Billy Grace and the revenue generated in February will stay the same. Showing the actual revenue of the period you are viewing.
Timezone
Small revenue differences between platforms can possibly be caused by different reporting timezones. Always make sure the right timezone is selected in Billy Grace.
How to troubleshoot differences
When you connected Billy Grace to your e-commerce platform, you will see an e-commerce settings page under Management in the left menu.
On this page, there are three tabs
Order Statuses
Orders
Settings
Order statuses
In order statuses, you see all order statuses of the orders we imported into Billy Grace. By default, these are the statuses of the last 3 years.
Orders
In orders, you see all imported orders of the last 30 days.
The orders and order value you see in this table are used to calculate the total revenue and other order related metrics in the Overview and Channel Performance.
If the revenue on the Overview is different from what you see in your connected e-commerce platform, then:
Run an export of the E-commerce order table to .xls or .csv
Compare this with an export of orders from your e-commerce platform.
You want to look for order numbers that are missing in Billy Grace or in the e-commerce platform
If you spot missing orders, do they have something in common that could explain why they are missing in one of either systems?
Read further for a detailed description on how to troubleshoot this.
I see a difference in revenue on the overview compared to what I see in Shopify / Magento / WooCommerce / Salesforce commerce cloud / e-commerce platform, Why is there a difference?
Most of the time this is caused because of refunds or because in Billy Grace orders with statuses are taking into account in the total revenue that in your e-commerce platform are filtered from the calculation. You can check this by:
Navigate to the E-commerce page
Navigate to Orders
Run an export of the orders of the last 30 days
4. Run an export from the orders in your e-commerce platform
5. Compare the two list with each other in Excel or another spreadsheet platform.
6. You want to look for orders that are present in one order dump, but missing in the other.
Often we see that the difference is caused by order statuses that are used in Billy Grace but filtered from the e-commerce platform. By default, all order statuses are used in Billy Grace to calculate the total revenue. To change this, you navigate to the last tab.
Settings
In settings, you can choose which order statuses should be included to calculate total revenue.
In the above example, the statuses Paid, Pending and partially_paid are included in the revenue calculation. All other statuses are excluded.
Keep in mind that Billy Grace updates every night. Changing the order statuses here will have effect on the revenue and order calculation the following day.
Experiencing other issues or discrepancies between orders and revenue in Billy Grace in comparison to your e-commerce platform? Please contact us via the in-app support chat.