Frequently asked questions about your account, integrations, data and features in Glew.
How do I turn the Daily Snapshot on or off?
Want to change how you receive the Daily Snapshot? No problem. You can turn your Daily Snapshot on or off easily in Glew - just log in, click on your name, then go to Your Account > Preferences > Email Notifications. You will need to be an Admin- or Manager-level user to update email notifications.
How do I change the Daily Snapshot?
The Daily Snapshot is an automated report created by Glew, so you can't change that specific report. However, you can always create a custom report and automate it to send daily, with the specific metrics or visualizations you want to see. Just go to Reports > My Reports > Create a Report to build a new report.
How do I create a report in Glew?
To create a custom report, go to Reports > My Reports > Create a Report. There, you can write a title and description, add the metrics you want by page in Glew, and choose to send the report now, schedule it for later, or schedule a recurring delivery.
How do I do custom reporting?
If you need custom reporting outside of what's available in Glew.io, including custom SQL queries, you'll need a Glew Plus or Glew Enterprise subscription. Contact us at firstname.lastname@example.org to discuss upgrading your subscription.
I didn't receive my Daily Snapshot. What should I do?
If you didn't receive a Daily Snapshot, first check your Daily Snapshot settings in Glew to ensure you have your Daily Snapshot turned on. (You can toggle the Daily Snapshot on or off in your User Settings). If your Daily Snapshot is turned on, next, check your spam folder or promotional tab to ensure that it didn't get caught.
If you did not receive your Daily Snapshot and would like it resent, please reach out to our team at email@example.com and we will resend it for you.
How do I set my revenue preferences to match my ecommerce platform?
By default, Glew sets revenue preferences based on your ecommerce platform and tries to automatically match how your cart calculates revenue. However, we provide the option to adjust these at any time in your revenue preferences.
Adjusting your revenue preferences will affect all metrics related to revenue and profitability (including revenue, gross margin, gross profit, and net profit). Keep in mind that changing these preferences away from the default may mean you will see a revenue mismatch between Glew and your ecommerce platform. See Revenue under Store Settings > Data Preferences page for more information on your ecommerce platform’s calculations.
The revenue displayed on Highlights/Orders doesn't match the revenue on Products. What's happening?
You may see different revenue numbers on your Highlights tab than you do on Products, with Product revenue typically being higher. That's because things like taxes and shipping are calculated on the order level and are not included in revenue calculations for products. You can always adjust your revenue preferences in Store Settings > Data Preferences.
Revenue from AdRoll as a Channel isn't displaying in the Performance tab. What's happening?
There could be a few reasons that revenue from AdRoll as a Channel isn't displaying under Performance:
Revenue associated with the channel of 'AdRoll' may not always show in tables that deal with attribution, including Revenue by Channel (Last 13 Months), Net Profit by Channel and LTV Channel Profitability. That's because of Glew's first-order attribution model - unless AdRoll is the channel associated with a customer's first purchase, revenue from subsequent purchases will not be attributed to that channel. Because AdRoll is a re-targeting platform, it is rarely associated with a customer's first purchase.
If that doesn't seem to be the cause, you can turn off Channel Mapping in Glew to review AdRoll performance. However, keep in mind that ad spend will not line up without Channel Mapping, as that aligns channel names between AdRoll and Google Analytics.
The revenue displayed on Subscriptions → Revenue doesn't match the revenue on Subscriptions → Customers. What's happening?
You may see different revenue displayed on Subscriptions → Revenue than you do on Subscriptions → Customers - this is normal. The Customers tab calculates the total revenue earned from the customer (including any non-subscription orders), while the revenue on Subscription area calculates the revenue value (MRR, or monthly recurring revenue) of the subscription. The Customers tab sums the total of all revenue for the selected date range, not just the value of the subscription.
Revenue from Email as a Channel isn't displaying in the Performance tab. What's happening?
There could be a few reasons that revenue from Email as a Channel isn’t displaying under Performance:
Revenue associated with the channel of ’email’ may not always show in tables that deal with attribution, including Revenue by Channel (Last 13 Months), Net Profit by Channel and LTV Channel Profitability. That’s because of Glew’s first-order attribution model – unless email is the channel associated with a customer’s first purchase, revenue from subsequent purchases will not be attributed to email. To more accurately view an email campaign’s performance, look at it under Performance → Email Marketing, or within your email platform if your platform is not integrated with Glew.
If neither of those seem to be the cause, you can turn off Channel Mapping in Glew to review performance channels that don’t have spend associated with them. This will help revenue line up for channels like email, and will not use Glew’s first-order attribution model.
Where are my revenue preferences applied vs. not applied in Glew?
Your revenue preferences – what you choose to include or exclude from your revenue calculations in Glew, like discounts, refunds and sales tax – apply to most ecommerce platform-specific revenue metrics in Glew, including on the Highlights, Performance Overview and Customers tabs. They do not apply on the Products or Orders tab, where we calculate revenue slightly differently. They also do not apply to revenue metrics that don't come directly from your ecommerce platform, including on the Advertising and Subscriptions tabs.
Revenue on Products and Orders is calculated without shipping or taxes, because an order can contain multiple products, but has a single shipping and tax charge - the individual items in an order do not have a shipping cost or tax associated. We break out discounts, taxes, refunds and shipping separately on the Orders tab for this reason.
Why does my revenue in Glew not match up with my revenue in Google Analytics?
You may notice a discrepancy between the revenue numbers you see displayed in Glew and the revenue you see in Google Analytics. This is because Glew pulls your order and revenue data from your ecommerce platform, not Google Analytics. Google Analytics also has a specific revenue calculation that may not match up with your revenue preferences in Glew.
Google Analytics revenue:
Does not exclude canceled orders
Only includes orders that take place online, through your website (meaning that orders placed through third-party apps, like a subscription platform, or in-store through your POS, will not be counted)
Does not take your revenue preferences into account
You should see your revenue in Glew align with your ecommerce platform revenue.
Why does the revenue I see on Orders > Orders Table not match the revenue I see in Highlights?
You may notice that the revenue numbers you see in your Orders tab differ from the revenue numbers you see in Highlights. This is normal, and can happen for a few reasons:
The Orders tab in Glew includes all orders, regardless of the order status, where the Highlights tab excludes certain order statuses, including canceled, fraud, pending and on-hold. This is designed to show you your most accurate metrics for both orders and true revenue in different parts of the app.
Revenue displayed on the Orders tab in Glew is Gross Revenue, which does not adjust for your revenue preferences.
What order statuses are included in Glew's revenue calculations?
Since Glew is focused on driving profit for our merchants, we do not include certain order statuses, including ‘canceled,’ ‘fraud,’ ‘pending’ and ‘on-hold’ in our revenue calculations. This is designed to provide you with the most accurate and most profit-driven metrics.
The exception to this is in the Orders tab in Glew, where we include all order statuses by default. If you would like to create a custom revenue report including additional order statuses that are excluded from our general revenue calculations, you can create a report from the Orders tab, where you can add and edit filters to include or exclude specific order statuses. Learn more about how to create reports in Glew.
If you are experiencing a discrepancy between revenue/sales in your ecommerce platform and Glew, please check your Orders tab and see if you have a large number of orders in the excluded order statuses listed above. If that does not answer your question, please reach out to us at firstname.lastname@example.org.
Why am I seeing revenue coming from unknown channels?
Through a combination of Google Analytics ecommerce tracking and UTM tags, Glew helps you calculate the revenue brought in from each of your marketing channels. You’ll find this information in Performance > Overview > Revenue by Channel and Net Profit by Channel, as well as other places throughout the app.
If you don’t have your Google Analytics account and UTM tags set up properly, you may see a large amount of revenue coming from channel “unknown” in Glew.
Here’s how to set it up correctly:
1. Connect your Google Analytics To your ecommerce platform:
Google Analytics must first be implemented into the code of your online store. If you have not already done so, set up a new Google Analytics account.
Google provides many good resources that walk through each step of setting up your tracking code. In short, you want to first make sure you are properly tracking the behavior of website visitors, and be able to see how they navigate and interact with your website.
2. Turn On Google Analytics ecommerce tracking:
After you enable behavior tracking, you will need to turn on ecommerce tracking in Google Analytics. With ecommerce tracking turned on, you can see the revenue generated by each product, the total number of products sold, the rate of conversions and more.
First, sign into Google Analytics and click on the Admin tab. In the View column, click on Ecommerce Settings. Where it says Enable Ecommerce, toggle to reveal “On.” Click Next Steps and then submit.
3. Set up UTM parameters and tags:
Google Analytics ecommerce tracking typically ensures your revenue is mapped correctly to each channel, but setting up UTM parameters and tags provides an extra layer of security and data accuracy.
Manual UTM tags are pieces of data that you string behind URLs in order to tell Google Analytics exactly how to organize and attribute traffic and conversions. To have a precise way to calculate ROI by channel, every channel you market and advertise in should include links with custom parameters. In order to calculate Revenue per Channel accurately, you should have UTM tags that cover each of your mediums and sources.
Medium is the overarching category that your sources fall into. The source is the origin of your traffic. Here are some common examples of medium and source tags for ecommerce:
Adding in even more customer parameters like Campaign, Ad Content and Keyword is recommended. See a list of all of the tags Google Analytics can track below:
If you try the steps above and are still seeing unknown channels in Glew, you may need to check what kind of order/transaction ID data your ecommerce platform is passing to your Google Analytics account to ensure that it's being matched up correctly in Glew. To do this, get in touch with our support team at email@example.com.
I'm not receiving the Daily Snapshot report. What's going on?
If you're not receiving your Daily Snapshot report, please check the following:
You have the "Daily Snapshot" checkbox selected in your user settings
The email address on your Glew account matches the email address where you are expecting to receive the Daily Snapshot
Your Daily Snapshot reports are not going to your Spam or Promotions folder
Your store was not running an import at the time - an active data import will impact Daily Snapshot delivery, but delivery will resume as soon as the import has completed.
What subscription platforms do you work with?
We currently integrate with ReCharge and Recurly, and our updated subscription analytics platform is only available for ReCharge users. Additional subscription platforms may be added in the future.
Can I create custom segments for subscriptions?
Yes! You can create custom segments for subscriptions, subscribers and plans, using the same filtering capabilities that are available elsewhere in Glew. Click “Add Filters” or “Edit Filters” on any table, apply the filters you want, check the box for “Save as segment,” then click “Save.” Your segment will show up in the Segment dropdown at the top of the page you created the segment on. Keep in mind that segments will only apply to the pages you create them on, since filtering options vary depending on the page you are on (Subscriptions, Subscribers or Plans).
How does Glew define new vs. repeat subscribers?
A “new” subscriber in Glew is someone who started a new subscription with you during the date range selected - regardless of whether they had a subscription with you previously. A “repeat” subscriber is someone who has more than one subscription with you, with their first subscription started outside of the date range selected. (If you want to get to your number of new subscribers who started their first subscription during the date range selected, look at “first-time subscribers.”)
What’s the difference between MRR, new MRR, net MRR, churn MRR and average MRR per subscription?
MRR, or monthly recurring revenue, is the predictable revenue a business can expect to earn on a monthly basis, including all recurring charges, credits, and refunds from active subscriptions. It does not include one-time charges, trials, shipping or taxes. MRR is calculated by multiplying your average revenue per subscriber by your total number of paid subscribers. New MRR is all monthly recurring revenue from new subscriptions added during the date range selected. Net MRR is the value of all new and current subscriptions, subtracting MRR from churned subscriptions. Churn MRR is the lost revenue attributed to subscriptions that were churned or canceled. Average MRR per subscription is how much recurring revenue you receive, on average, from each active subscription.
Why isn’t my revenue matching between ReCharge and Glew?
We calculate revenue slightly differently than ReCharge, so you should expect to see different revenue numbers in Glew than you do in ReCharge. The main difference has to do with charge status - ReCharge includes all subscription charge statuses in revenue, including those marked as “refunded” or “queued,” while Glew only includes “successful” charge statuses. We believe this provides a more accurate picture of your true revenue, not including revenue that has been refunded or not yet processed. ReCharge also excludes shipping, taxes and discounts, while Glew excludes shipping and taxes.
Why isn’t my number of new subscriptions matching between ReCharge and Glew?
We calculate new subscriptions (or subscriptions created) slightly differently than ReCharge, so you should expect to see different new subscription numbers in Glew than you do in ReCharge. This is because ReCharge excludes subscriptions that were started and churned within the same month (from this metric and related calculations), while Glew includes all subscriptions started in a selected date range, regardless of whether or not they churned that month. We believe this provides a more accurate depiction of both your new subscriptions and your churn. If you would like to adjust your new subscription data in Glew to more closely match ReCharge, you can apply the filters below to the Subscriptions table (please note that these filters will not apply to the KPIs or Insights on the Subscriptions tab):
Go to Subscriptions > Subscriptions table
Select Add Filters
Add filters: Revenue is greater than $0, Subscription Start Date is “after or on” [DATE] AND Subscription Start Date is “before or on” [DATE]"
Note that this will include one-time purchases - if you wish to exclude one-time purchases, you can use the filter “MRR is greater than $0” instead of “Revenue is greater than $0.”
Why aren’t my active subscribers matching between ReCharge and Glew?
We calculate active subscribers slightly differently than ReCharge, so you should expect to see different active subscriber numbers in Glew than you do in ReCharge. ReCharge excludes one-time purchasers and excludes the current day by default, while Glew includes one-time purchasers and includes the current day by default. If you want to adjust your active subscriber data to more closely match ReCharge, there are two ways you can do this:
For KPIs and insights: In the Segment dropdown at the top of the Subscribers page, select “Subscribers” rather than “Subscribers and One-Time Customers.” This will make the Subscribers and One-Time Customers KPI and the Active Subscribers insight align with ReCharge.
For the Subscribers table: To make the Subscribers table numbers match your subscribers number from ReCharge, add filters on this table for “MRR is greater than $0” and “Subscription status is not ONETIME.”
Why isn’t my plan data matching up between ReCharge and Glew?
We calculate plans slightly differently than ReCharge, so you should expect to see some differences between your plan numbers in ReCharge and Glew. Plan data is only available via export in ReCharge - there is no way to filter or select a date range. ReCharge also only counts products with subscriptions attached as plans, while Glew includes any products that have subscriptions or one-time purchases. If you would like to adjust your plan data in Glew to more closely match ReCharge, you have a few options:
From the Segment dropdown at the top of the Plans page, select a segment that does not include one-time purchases.
On the Plans table, add a filter for “Subscription status is not ONETIME.”
Why is my churn rate different in ReCharge than in Glew?
We handle churn rate slightly differently than ReCharge, so you should expect to see some differences between your churn numbers in ReCharge and in Glew. ReCharge does not include subscriptions that were started and churned in the same month in many of its calculations, while Glew does include those subscriptions. This causes churn rate to appear lower in ReCharge and higher in Glew, since many churned subscriptions are not taken into account in ReCharge. We believe our churn rate provides a more accurate picture of your churn, taking into account all churned subscriptions. Glew also provides churn on both a subscription and a subscriber level, as well as providing both relative (the rate) and absolute (the actual number) churn.
Why can't I see channel or attribution data for subscriptions in Glew?
Unfortunately, channel/attribution data isn't available in Glew for customers who make their first purchase through ReCharge. This is due to the way the ReCharge/Shopify integration is set up, which causes us to lose that channel-level tracking.
If you're on a table in Glew that shows order source and are viewing ReCharge orders, you may see channel attribution for some orders and not others. This is because we do have channel attribution data for customers whose first purchase was not made through ReCharge, but who came through another medium. For example - if Customer A came from order source = 'web' and channel/medium = 'cpc-google,' then placed a subscription through ReCharge a few months later, you would still see channel/medium = 'cpc-google' for that customer for their subsequent orders.
How can I look at my LTV for subscriptions vs. regular ecommerce purchases?
If you want to split out your subscription purchases from your non-subscription purchases to get an accurate sense of your LTV from both order sources, it’s easy (and we recommend looking at subscription and non-subscription LTV separately, since the calculations are slightly different – our normal LTV calculation is revenue-based, while subscription LTV is profit-based and takes churn rate into consideration).
To view your subscription LTV, you can find lifetime value KPIs on the subscriber or plan level at Subscriptions > Subscribers or Subscriptions > Plans. This will only take into account orders processed through ReCharge. (Remember that you can select a segment in the Segments dropdown at the top of each page or filter in the Subscribers and Plans tables at the bottom of each page to narrow down your view further).
There are a few ways to access your non-subscription LTV. For trending LTV across your entire store, go to Customers > Lifetime Value. To see only your web (non-subscription) order LTV, click the More Options icon on that same metric and add a filter for “Order source is web.”
(Don't forget - you can also add both of these metrics to a report to compare them side-by-side, like in the image below).
Do Glew's inventory metrics take into account subscription purchases?
Yes - ReCharge products are linked to Shopify by their base product name and variant ID, so they are taken into account in our inventory calculations just like any other product in your store. (However, our inventory metrics are order-based rather than based on the number of subscriptions or subscribers).
Do I have to use Shopify product costs in order to have my costs map to ReCharge plans in Glew, or can I upload them via CSV?
Glew takes into account your subscription product costs, just like we do your standard product costs, so that we can provide your subscription profit and margin - something that's hard to get anywhere else. To get your product costs into Glew, you can either import them directly using Shopify (they'll pull in automatically if you use Shopify's product costs feature), or you can upload a CSV with your product costs using our Cost Manager tool.
See Products > Cost Manager for more information and instructions for uploading your product costs CSV.
How does MRR differ from average revenue per account?
MRR, or monthly recurring revenue, is the predictable revenue a business can expect to earn on a monthly basis, including all recurring charges, credits, and refunds from active subscriptions. It does not include one-time charges, trials, shipping or taxes. MRR is calculated by multiplying your average revenue per subscriber by your total number of paid subscribers.
Glew's MRR calculation also takes subscription frequency into account, so if your subscriptions are quarterly, bi-monthly or semi-annual, it averages that revenue out by month (the same is true for weekly or daily subscriptions).
Average revenue per account, or ARPA, is typically calculated by dividing that total monthly recurring revenue (MRR) by the total number of accounts or subscribers your business has.
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