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Frequently Asked Questions

Here are some common questions we receive, yours just might be in the mix.

With what Ecommerce platforms are you currently integrated?

Magento, Magneto Enterprise, Magento 2.0, WooCommerce, PrestaShop, Shopify, Shopify Plus and BigCommerce. We’re adding new integrations every month, and are happy to talk about a custom integration. Reach out to our sales team to get started. 

With what Advertising platforms are you currently integrated?

Google Adwords, Bing Ads, Facebook Ads, Instagram Ads and AdRoll. 

How many years of data can I pull into Glew?

As many years worth of data that you have. There are no limitations.

Why are some metrics highlighted in red and green throughout Glew?

Green indicates that metric is trending in a positive direction. Red indicates that metric is trending in a negative direction. Additionally, Green can represent the best performing Channel, while Red indicates the worst performance channel.

What browsers should I be using to login to Glew?

We recommend using Glew on Google Chrome. It is also supported on Mozilla Firefox and Safari.

Can I login on my iPad?

Yes, you can login to Glew on an iPad.

How is this specific metric calculated?

View all of our metric calculations here.

How do you pull Cost of Goods Sold data?

Cost of Goods Sold are the expenses directly associated with obtaining a product. When an ecommerce store purchases inventory from a third party, Cost of Goods Sold is equal to the expense associated with obtaining that inventory. If your store manufactures goods, COGS refers to the expenses directly associated with producing and selling products, for instance the cost of raw materials and packaging. This data is pulled from your ecommerce platform if you are on Magento, or from the COGS page in the application.

How are Active, At Risk, and Lost Customers calculated?

View the formulas behind our calculations here.

Active: Customers who actively purchase on your site and are well within the Lapse Point. Lapse Point is the point (in number of days) at which a customer is likely never to purchase again. You can find more information about your store’s Lapse Point on the Customers > Future Value page.

At Risk: Customers who are within 20% of the Lapse Point and are at risk of never buying from your store again. For example, if your lapse point is 100 days, everyone at 80+ days since their last purchase would be At Risk. Lapse Point is the point (in number of days) at which a customer is likely never to purchase again. You can find more information about your store’s Lapse Point on the Customers > Future Value page.

Lost: Customers who have surpassed the Lapse Point since they last bought from your store. For example, if your Lapse Point is 100 days, everyone who hasn’t purchased in 100+ days would be considered Lost. Lapse Point is the point (in number of days) at which a customer is likely never to purchase again. You can find more information about your store’s Lapse Point on the Customers > Future Value page.

How can I upgrade from my trial to a paid subscription?

Click on Store Settings > Billing > Select your subscription plan > Enter billing information > Subscribe. 

I am seeing 0s in my data. What should I do?

Go to Store Settings > Integrations and make sure you have authenticated all of your sources and triggered a data sync. If the problem persists go to our Support page.

Under the Product page, when I select a product, why does the Segments area say “No Data Available”?

This is because this particular product doesn’t fall into one of Glew’s three hightlighted product categories:  High Volume, Most Profitable or Hot Products.

Where can I find documentation for integrating and updating the Glew extension?

Go to our documentation page to find information on how to integrate and update your Glew extension.

How can I change or edit a user's level in Glew?

View the different capabilities for each user level here. To change or edit a user’s status, log in to Glew and click on your store’s name in the upper right corner. This brings you to your Store Settings in Glew. Scroll down to Users. You can change a user’s access level by clicking on their name.

How do I turn the Daily Snapshot on or off?

Turn Daily Snapshot on or off by logging into Glew, clicking on your name icon, going to My Account, Preferences and Email Notifications.

Remember you can still build out custom reports to be emailed to you directly in the Reports section of Glew.

What order statuses are excluded in Glew?

The following order statuses are EXCLUDED from Glew’s reporting

 

BigCommerce:

‘Pending’,

‘Awaiting Payment’,

‘Cancelled’,

‘Declined’,

‘Incomplete’

 

Magento:

‘cancelled’,

‘canceled’,

‘fraud’

 

Shopify:

‘cancelled’,

‘canceled’,

‘failed’,

‘voided’,

‘refunded’

 

WooCommerce:

‘cancelled’,

‘canceled’,

‘failed’,

‘pending’,

‘on-hold’

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