FAQ

Why do the results of Sana Commerce Insights not match the results of Google Analytics?

If you use Google Analytics, you may notice small differences between data that is shown in your Google Analytics reports and data that is shown in Sana Commerce Insights.

But first, make sure that your Google Analytics tracking is configured correctly for your Sana Commerce Cloud webstore. For more information, see Google Tag Manager and Google Analytics.

Sana Commerce Insights collects web analytics or clickstream data using Piwik PRO. While most commonly used web analytics metrics are tracked similarly in Piwik PRO and Google Analytics, there can be differences between the two for the following reasons:

  • In Piwik PRO we do not exclude IP addresses from tracking. All IP addresses are tracked and web analytics metrics in Sana Commerce Insights are based on data collected from all webstore visitors’ IP addresses.
  • People using your webstore can block Google Analytics cookies while still allowing Piwik cookies. Therefore, we can track more events in Piwik PRO compared to Google Analytics.

Why don’t the orders in Sana Commerce Insights match the orders in my ERP system?

To calculate orders, Sana Commerce Insights uses:

  1. Released invoices

  2. Order date on the invoice

Thus, the number of orders may differ if unreleased invoices are counted as an order or if a different date is used, such as the invoice date. For example, the shipping date is used to calculate the number of orders per period.

Why are the Researched Online Purchased Offline (ROPO) charts blank?

For an order to be considered ROPO a customer had to make a purchase offline but research the product online within 30 days of placing the order. ROPO may be blank for several reasons:

  1. There may not be any ROPO. Customers may not research products online and then purchase them offline.

  2. Customers that do ROPO are not logged in to the webstore. If they are not logged in, we can't track ROPO.

What is the difference between the Revenue KPIs in the Executive Overview and Webstore Transactions dashboards in Sana Commerce Insights (SCI)?

The key difference between the Revenue KPIs in the Executive Overview and Webstore Transactions dashboards lies in their data sources, scope, and purpose:

  • Executive Overview: This dashboard provides a comprehensive revenue summary from both online and offline order sources, based strictly on posted invoices from your ERP system. Only fully processed and posted invoices (as of the previous day) are included, meaning orders that have not yet been invoiced are excluded. Revenue figures here reflect finalized transactions and are considered the most accurate representation of your total business revenue.

  • Webstore Transactions: In contrast, this dashboard focuses exclusively on up-to-date online activities within the Sana webstore. It captures the total value of all online actions where a checkout was initiated, including orders, quotes, and invoice payments. The data is sourced from the Sana webstore and does not include any offline transactions. This metric is designed for e-commerce performance tracking and may include unposted or edited transactions, making it more dynamic but less finalized than the Executive Overview.

How are the Customer Group and Product Group filters configured in Sana Commerce Insights (SCI)?

The Customer Group and Product Group filters in SCI are configured based on the standard fields in your ERP system. SCI does not manage or define these groups directly - instead, it pulls the data from your ERP, using the default fields intended for group classifications.

Because each ERP system (e.g., Microsoft Dynamics, SAP) has its own standard structure, the way these groups are defined can vary. If you’re not seeing values in these filters, it may be because:

  • The fields are not populated in the ERP system.

  • Your ERP setup uses custom fields instead of the standard ones SCI expects.

To ensure proper configuration, refer to the specific ERP documentation for Customer & Product Group, or discuss with your ERP partner to verify that the correct standard fields are being used and populated in your ERP.

Does Sana Commerce Insights (SCI) include credit notes?

No, credit notes are not included in SCI reports.

SCI is designed to report revenue based on posted sales invoices only. Credit notes - used to adjust or reverse invoiced amounts - are not considered part of the revenue calculation within SCI. This is to maintain consistency in how revenue is reported and to avoid fluctuations caused by adjustments or returns. If you need to account for credit notes in your financial reporting, this should be done outside of SCI using your ERP system's reporting capabilities.