This guide highlights many frequently asked questions about Recharge Analytics, how it functions, and how to set it up.
- Why don't I see the Analytics button in the merchant portal?
- Why am I receiving a 401 error when trying to view Recharge Analytics?
- How often is my data populated in the reports?
- How is historical data handled?
- Can I see what data contributes to the reports?
- The reports are slow to load - what is going on?
- Why have I noticed a discrepancy with the data reported through Recharge Analytics?
- Why do I see metrics for 29 days instead of 30 days?
- Where do I find metrics for Lifetime Value (LTV)?
- Can I delete test customer data from Recharge Analytics?
Why don't I see the Analytics button in the merchant portal?
The analytics suite will only appear on the top toolbar when you have at least one active subscriber in your store.
Why am I receiving a 401 error when trying to view Recharge Analytics?
Merchants using BigCommerce may see a 401 You are not authenticated to view this page error when trying to access Recharge Analytics. The 401 error is a cookie-based issue caused by security settings.
Enable cross-tracking or switch to another web browser to access Recharge Analytics.
- Open up Safari and click on Preferences in the top options bar.
- Select Privacy.
- Un-check Prevent cross-site tracking.
- Open up Chrome and click three dots in the top options bar and select Settings.
- Locate Privacy and security and select Cookies and other site data.
- Under General settings, select Allow all cookies.
- Open up Firefox and click on Preferences in the top options bar.
- Under Privacy & Security, select Standard.
How often is my data populated in the reports?
The current version populates data once a day after the end of each completed day in Eastern Time.
How is historical data handled?
The data available through Recharge Analytics is populated from when you first activated your store on Recharge.
Can I see what data contributes to the reports?
The reports are slow to load - what is going on?
The tool populates and synthesizes the data present in your account. If your store contains a lot of historical data and customer records, it may take a few moments for the reports to load completely.
Why have I noticed a discrepancy with the data reported through Recharge Analytics?
Discrepancies may occur depending on the time data is accessed or if comparing Recharge Analytics data to an external source.
You can view the guide Analytics discrepancies to learn more about common discrepancies.
Why do I see metrics for 29 days instead of 30 days?
Recharge Analytics refreshes data once a day between the hours of 12 AM EST and 6 AM EST. If the current day is included in your 30-day results, it will not display the current day's data.
Where do I find metrics for Lifetime Value (LTV)?
Recharge Analytics does not calculate Lifetime Value (LTV). LTV data can be skewed by set customer cohorts or specific product groups.
Instead, Recharge Analytics calculates Average Revenue Per User (ARPU). ARPU is the average sum total that a given customer has spent with a merchant over their lifetime. This metric is a more accurate reflection of customer loyalty and prevents inaccuracies due to cohort or product-specific factors.
Can I delete test customer data from Recharge Analytics?
No. At this time, there is no way to delete test customer data from Recharge Analytics.
How is the MRR calculated for prepaid orders?
To calculate the MRR for prepaid orders, Recharge divides the recurring amount by the prepaid frequency. For example, if a customer was charged $90 every 3 months for their subscription, their Monthly Recurring Revenue would equal $30.
If a customer adjusts their payment frequency, then the MRR will incorrectly calculate based on the new frequency. For example, if a customer was charged $90 every 3 months for their subscription, but updated their payment frequency to charge every 4 months, the MRR would be incorrectly calculated at $22.67.
Does changing the filter update the store vertical in the Industry Benchmark dashboard?
No, changing the filter only updates the information displayed in the dashboard for that session. Changing the filter does not adjust the store filter, nor does it save that filter for the next time the dashboard is accessed. If you would like to change your store's vertical permanently, contact Recharge Support.
Does changing the filter change the merchant’s data in the Industry Benchmark dashboard?
While the MRR, Churn Rate, ACV, and AOV will stay the same regardless of the vertical, the percentile metrics will change.
For example, a merchant may display in the 90th percentile in the Food & Beverage vertical, but only 8% in the Fashion & Apparel vertical. In both cases, their MRR stays the same.
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