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FAQs

Have a question about Glew? Check out our FAQs. If you don’t find an answer here, email us anytime at support@glew.io.

Account and Settings

  • I forgot my password. What do I do?

    Forgot your password? No problem. Just click on the "Forgot your password?" link on the login screen, then enter your email. We'll send you an email with instructions on how to reset it.

  • What browsers or devices should I use to log into Glew?

    You can log into Glew on any browser or device, although Glew is optimized for the most recent versions of Google Chrome, Mozilla Firefox and Safari.

  • How do I change user permissions in Glew?

    Glew offers three permission levels: Basic, Manager and Admin. You can view the capabilities for each of these levels and update individual user permissions in Store Settings > Users.

  • How do I add another user to my Glew account?

    Glew allows you to add unlimited users to your store. Go to Store Settings > Users to invite additional users. They'll get an email with login information.

  • How do I add another store to my Glew account?

    Want to add another store to your Glew account? Just log into Glew, click on your store name in the menu, then click "Add Store." You'll be prompted to input information for an additional store.

  • I want to update or upgrade my Glew subscription. What do I do?

    If you have Glew.io and want to upgrade to Glew Plus or Glew Enterprise, get in touch with your account representative, or reach out to us at support@glew.io to go over your options.

  • I want to reactivate my Glew subscription. What do I do?

    Great news! If you’re a former Glew user and you want to reactivate your subscription, it’s easy to sign up again. Just start a new free trial, re-integrate your store and data sources, and subscribe when you’re ready (before your free trial is up).

  • How do I update my account logo in Glew Enterprise?

    If you’re a Glew Enterprise user, you can update the logo for your enterprise analytics app to match your company’s branding. Just log into your instance of Glew Enterprise, go to App Settings > Appearance, and upload your logo. You can upload a custom logo to appear as a favicon, in the top bar of the app, on the login page, and in your email template. You can also update the colors and fonts for your enterprise analytics app in the same place. 

  • What is BI Tunnel?

    Great question – BI Tunnel is our custom reporting tool offered to Glew Plus/Enterprise subscribers. It allows you to connect a business intelligence platform to Glew to create custom reports and additional layers of data visualization not available out of the box in Glew.

    If you’re not a Glew Plus/Enterprise subscriber, you’ll see BI Tunnel in your sidebar menu but will not be able to access it.

    BI Tunnel can be a good option if there are reports or data manipulations you want that you’re not able to access standard in Glew.io. A Glew Plus/Enterprise subscription does come at an additional cost, which is dependent on your business and data/integrations. 

Integrations

  • What ecommerce platforms do you work with?

    Glew currently integrates with Salesforce Commerce Cloud, Magento, WooCommerce, Shopify, Shopify Plus, BigCommerce, PrestaShop, OSCommerce, Zoey and RetailOps.

  • What analytics platforms do you integrate with?

    Glew currently integrates with Google Analytics.

  • What advertising platforms do you integrate with?

    Glew currently integrates with Google Ads, Bing Ads, AdRoll and Facebook Ads. Other platforms, including Amazon Ads and Snapchat, are coming soon.

  • What email platforms do you integrate with?

    Glew currently integrates with Mailchimp, Dotmailer, Klaviyo and Bronto. Other platforms, including Listrak and Emma, are coming soon.

  • Do you have a list of all your integrations?

    Glew offers 40+ integrations with popular ecommerce apps and software platforms, with new integrations being launched every month. You can see a full list of our current integrations on our website.

  • I need an integration that you don't currently offer. What do I do?

    We're constantly adding new integrations, so shoot us a message at support@glew.io to see if the integration you need is on our roadmap. You also have the option to add custom integrations to your Glew Plus or Glew Enterprise subscription - learn more.

  • How do I push customer segments into my email or marketing automation platform?

    It's easy to push your Glew customer segments into your email or marketing automation platform and use them as lists for greater targeting and personalization. The process will vary slightly depending on which platform you have integrated (we currently have segment pushes enabled for MailChimp and Klaviyo).

    First, make sure you have an email or marketing automation platform integrated in Glew (you can confirm this, or connect a platform, in your Store Settings). To get a segment to automatically push to your email or marketing platform, go into a segment under the email campaign tab and toggle on the "Automatically push this segment” button. Lists are updated nightly, so please allow for 24 hours after you enable a segment push. Remember that customers can be added and removed from multiple lists.

Data

  • How often does my data update in Glew?

    Glew data updates every hour, importing automatically from your ecommerce platform and the other data sources you have integrated. You can see the date and time of your last import beside each integration in Store Settings.

  • One of my data sources isn't updating. What happened?

    If one of your data sources isn't updating, check Store Settings and make sure an import isn't in progress for that integration. If an import is currently in progress, we halt hourly updates until the full import is complete. Your data will be current once the full import is finished.

    If an import is not in progress and your data is still not updating, please reach out to us at support@glew.io.

  • Why is my data showing all 0's?

    If one of your data sources is showing all 0's, check Store Settings and make sure an import isn't in progress for that integration.

    If an import is currently in progress, we halt hourly updates until the full import is complete. Your data will be current once the full import is finished.

  • My Facebook channel data isn't displaying as "Facebook" under Channels on the Performance tab. What's happening?

    If your Facebook channel data isn't properly displaying as "Facebook" under Channels, check how your order sources are tagged. If you're using "fb" as an order source rather than "Facebook," these orders may not be attributed correctly in Glew. Use "Facebook" to ensure they are mapped correctly. The same is true for "ig" versus "Instagram."

    A similar problem can occur if you use a tag like "referral" for Facebook orders - Glew will not be able tell whether they should be associated with paid or organic traffic. Use tags like "paid" or "paid social" to ensure they are mapped correctly to the "facebook-paid" channel.

  • How do I update my cost of goods?

    Good question! You can use our Cost Manager page, under Products, to update costs for variant-level products. If you’d rather update costs in bulk, you can import them as a CSV on the same page – just click “Import CSV File” and follow the instructions.

    If you use Shopify, BigCommerce or Magento, you can also automatically add costs from your ecommerce platform. You will need to clear out your existing cost data before importing new costs from your ecommerce platform. See our Cost Manager tool for more instructions.

  • How many years of historical data can I import into Glew?

    Great news! You can import unlimited historical data from all your data sources into Glew, which is helpful for historical comparisons, evaluating seasonality and trends and more.

  • What do different colored metrics indicate in Glew?

    Good question! We use different colors to indicate how your performance is trending for different metrics in Glew. Green indicates that metric is trending in a positive direction, while red indicates that metric is trending in a negative direction. Additionally, green can represent your best-performing channel, while red can represent your lowest-performing channel.

  • What order statuses are excluded in Glew?

    The order statuses we exclude depend on your ecommerce platform. See below for excluded order statuses by platform:

    BigCommerce:

    • Pending
    • Awaiting Payment
    • Cancelled
    • Declined
    • Incomplete

    Magento:

    • Canceled/Cancelled
    • Fraud

    Shopify:

    • Canceled/Cancelled
    • Failed
    • Voided
    • Refunded

    WooCommerce:

    • Canceled/Cancelled
    • Failed
    • Pending
    • On Hold
  • What attribution model does Glew use?

    There are many different attribution models in ecommerce. Glew uses first-order attribution, which means that the lifetime value of a customer is attributed to the original channel that led them to purchase from you. For example, if a customer buys from you three times and the first sale came through paid search, while the second and third came from direct traffic, Glew would attribute the revenue from all three sales to paid search.

    We believe first-order attribution is the most relevant for ecommerce, because it highlights how you gained a new customer, where they initially came from and how much that channel is worth to your store in the long run.

    Learn more about Glew's first-order attribution and other attribution models.

  • How do you calculate active, at-risk and lost customers in Glew?

    We calculate active, at-risk and lost customers based on Lapse Point, a Diamond Metric calculated in Glew that refers to the number of days that can pass before a customer is likely to never make a purchase again. Each business has a different lapse point depending on their products and expected customer behavior. For example, a cosmetics brand would have a significantly shorter lapse point than a company that sells high-end speakers.

    Active: Customers who actively purchase on your site and are well within your store’s Lapse Point.

    At-risk: Customers who are within 20% of your Lapse Point and are at risk of not 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.

    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.

    You can find more information about your store’s Lapse Point in Glew under Customers > Future Value page.

  • How do I create custom segments?

    It’s easy to build custom segments from your customers and products in Glew, and you can create them in a few different places.

    Customers: You can create custom customer segments at Customers > Segments (click “Create Segment), and on your customer table (just filter the table and click “Save as segment”).

    Products: You can filter products at Products > Product List (similarly, just filter the table and click “Save as segment”).

    Many of the other tables in Glew, including Inventory and Orders, are also available for segmentation. Remember that you can export customer segments directly to your email or marketing automation platform as lists.

  • How do I filter data?

    You can filter any table or data set in Glew. To filter tables and channels, click "Filter" at the top left or right of each section, and choose from the available filters. Note that available filters may differ depending on the data set.

    To access different views for performance metrics and other visualizations, you can choose to group the data differently (i.e., by day, week, month, time of day, day of week, etc.). You can also use our date picker at the top of each page in the app to choose a specific date range.

  • I'm looking for a specific filter and I don't see it. What's happening?

    Good question! While all data is filterable in Glew, the available filters you see on each table will differ depending on what the data is. For example, there are product-specific filters on the Product table and order-specific filters on the Order table.

  • How do I export data?

    You can export any data table or segment in Glew as a CSV. Just look for and click the blue "Export as CSV" button - your data will automatically download.

  • What's the difference between Average Time Between Purchases and Lapse Point?
    Your Average Time Between Purchases is calculated using the sum of all purchases and all days, and calculates an average number of days between purchases using those totals. Lapse Point, on the other hand, is calculated on an individual customer level for all customers across your store (i.e., if a customer makes 2 purchases in 100 days, their lapse point is 50 days). Your store's overall lapse point is an average of each customer's individual lapse point.
  • Why do I see a different order count on All Orders?

    You may see a different order count on the All Orders tab than you do elsewhere in the app – that’s normal. On All Orders, we display every order from your ecommerce platform for the selected date range. We do not exclude orders on this page based on order status like we do in other areas of the app.

  • How do you calculate new vs. repeat customers?

    Glew defines new customers as those who made their first purchase during the timeframe selected in the date picker. They may have made multiple purchases or just one, but their initial purchase must have been in the timeframe selected.

    The repeat customer calculation is based on customers who made a repeat purchase in the timeframe selected in the date picker, but whose first purchase did not happen in that timeframe. Their first purchase must have been made prior to the timeframe selected.

    A customer can only be counted as a new or a repeat customer during a given timeframe - not both. Even if a customer has made multiple purchases during a selected period, if they made their first purchase during that period, they will be counted as a new customer, not a repeat customer.

    Glew also has the ability to tie initial purchases to later purchases, even when the customer account was created at a later purchase. For example, if a customer places an order but does not create an account at the time, and then comes back later to make a purchase and does create an account, Glew will tie those purchases together and consider that customer a repeat customer, depending on the timeframe selected.

  • Why do I see zero repeat customers in the total, but some repeat customers in the New vs. Repeat Customers visualization?

    Depending on the timeframe and grouping you have selected, you may see fewer or no repeat customers in the total on New vs. Repeat Customers, but still see some or more repeat customers in the visualization. This is because of the way Glew calculates new vs. repeat customers.

    Glew defines new customers as those who made their first purchase during the timeframe selected in the date picker. They may have made multiple purchases or just one, but their initial purchase must have been in the timeframe selected. Repeat customers are those who made a repeat purchase in the timeframe selected in the date picker, but whose first purchase happened prior to the timeframe selected.

    A customer can only be counted as a new or a repeat customer during a given timeframe – not both. Even if a customer has made multiple purchases during a selected period, if they made their first purchase during that period, they will be counted as a new customer, not a repeat customer.

    If you have a longer time period, like a full year, selected in the date picker, it can cause a mismatch between what you see in the new vs. repeat customer totals and what you see in the visualization (like in the image below). That’s because the totals are counting customers only for the period, while the visualization includes all orders. For example, a customer who made their first purchase during the time period selected would be counted as a new customer in the total. But if they made subsequent purchases within that period as well, those purchases would show up in the visualization as repeat customers, since that visualization includes their repeat orders. 

  • How do you display Return on Ad Spend?

    Return on Ad Spend, or ROAS, can be calculated as either a revenue amount or as a ratio.

    In Glew, we display ROAS as a ratio on the Facebook performance tab (Performance > Advertising > Facebook), since that is the standard for Facebook. We display overall ROAS as a revenue dollar amount elsewhere in the app.

    Here's an example: If you spent $1,000 on advertising in one month and generated $5,000 in revenue, your return would be $5,000/$1,000, or a 5:1 ROAS ratio. A return on ad spend of 5:1 indicates that for every dollar you spend in advertising, you gain $5 in revenue.

  • What's the difference between returns and refunds?

    If you use Shopify, you may see a difference between your returns and refunds in Glew. That's because returns and refunds are considered as two distinct metrics in both Shopify and Glew.

    A return is when goods pass from a customer back to you after a customer has made a purchase but decided not to keep it. A refund occurs when you pass the value of those goods back to the customer. A return deals with the purchased items, whereas a refund deals with the monetary value of the purchased items that you will issue the customer when you process a return.

  • Why am I seeing a discrepancy between data in Facebook and in Glew?

    If you’re seeing a discrepancy between the Facebook performance data you see in the Facebook Ads Manager and in Glew, there could be a few reasons:

    • Attribution window: For Facebook metrics, we use Facebook’s standard attribution model (one-day view, 28-day click). That means Glew will display data for purchases that happened within one day of someone seeing a Facebook ad or within 28 days of someone clicking on a Facebook ad. We used first-purchase attribution throughout most of the rest of the app, meaning that all purchases will be attributed to the channel that originally drove them to purchase from you.
    • Actions: Glew counts Actions taken off your ad, which are counted as action type = “purchase” on your website.
    • Lookback date range: Currently, Glew defaults to a 7-day lookback. If you have orders coming in more than 7 days from the visit, the report may not be picking them up.

    If you are looking at the correct attribution window, counting the same action type and still seeing a disparity in your data, please get in touch with us at support@glew.io.

  • What is the timeframe and comparison for purchase frequency on the Lifetime Value tab?

    Our purchase frequency visualization on the Lifetime Value tab is a cumulative lifetime calculation that compares against the previous period and the previous year. This is the same comparison used for LTV.

  • Why don't I have products showing up in Top Sellers in my Daily Snapshot?
    If you are seeing revenue in your Daily Snapshot but no products are appearing in the Top Sellers module, there could be an easy answer: total number of orders. In order for a product to display under Top Sellers in your Daily Snapshot, it needs to have at least 2 orders. If your products don't have > 2 orders, you won't see them under Top Sellers.
  • I'm having trouble reporting on product data because of default product names. How do I change them?

    Glew includes data for both variant and configurable products - variants are just different versions of a configurable, or parent, product. Some stores make variants products for each size, color, fit, etc. for each configurable product they sell.

    However, even if your store is only utilizing configurable products, Shopify automatically creates invisible variant products for each configurable. Since you haven't named those invisible variants, Shopify gives them the name "Default Title," which can get in the way of reporting. To ensure you can create accurate product reports, make sure your product lists always show the configurable products rather than the variants, using the toggle at the top right of the Product List table.

Revenue

  • 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.
  • The revenue displayed on Highlights doesn’t match the MRR displayed on the Subscriptions tab. What’s happening?

    You may see different revenue numbers on your Highlights tab than you do on Subscriptions – there are a few main differences.

    • Revenue on the Highlights tab uses a date picker, while on your Subscriptions tab, MRR is calculated as a cumulative total, meaning that MRR is calculated for the lifetime of your store instead of for a selected date range (MRR is cumulative by nature, so the date picker does not apply).
    • Your Highlights tab counts any orders you have that may not be subscription based, while your Subscriptions MRR only counts monthly recurring revenue from your subscriptions.
    • Your Highlights revenue comes from your ecommerce platform, while your Subscriptions revenue comes from your subscription platform.
  • 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.
    • This could also be because email campaigns are not tagged, or are tagged incorrectly, in Google Analytics. Learn more about how to effectively tag your links.
    • 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.
  • 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.
  • What do my revenue preferences affect in Glew?

    Your revenue preferences - what you choose to include or exclude from your revenue calculations in Glew, like discounts, refunds and sales tax - affect any gross revenue metric you see in Glew, both on the Highlights tab and throughout the app. Your revenue preferences will default to match your ecommerce platform's settings, but you can update them in Store Settings > Revenue Preferences.

Reports

  • 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 support@glew.io to discuss upgrading your subscription.