Help & Support

Short answer: Net Revenue matches Shopify's “Total sales” to the cent. Every other gap comes from a definition, a filter or sync timing — not from wrong data.

The full breakdown, with the exact rules LiveProfit applies, is right below: Why are my numbers different from Shopify?

Yes. Open Product Costs → Analytics and pick a single store at the top: every product is ranked by the profit it actually generated over the selected period — units sold, revenue, cost of goods, attributed ad spend, transaction fees and net profit, with its margin and ROAS.

Ad spend is attributed per product one store at a time, so pick a single store rather than All Stores. The Export button gives you the same rows as a CSV.

Net Profit = Net Revenue − COGS − Transaction Fees − Ad Spend − Custom Expenses

Net Revenue is order totals minus refunds (identical to Shopify “Total sales”). The dashboard shows refunds on their own card, next to custom expenses; each has an “In Net Profit” switch that only changes what the dashboard displays (and its calendar and comparisons) — the P&L, reports and alerts always deduct both. COGS is unit cost × quantity per line item — synced two-way with Shopify inventory costs and editable on the Product Costs page. Transaction fees are exact per order for Shopify Payments (incl. currency-conversion fee and your configured VAT); external gateways use your configured rates plus the plan surcharge. Ad Spend aggregates Meta, TikTok, Google, Snapchat and Pinterest, converted to store currency at the ECB rate of each spend day.

Shopify's inventoryItem.unitCost is only populated if you set a cost per variant in Shopify Admin (Products → Variant → Cost per item). If it's blank, we save it as 0.

Go to Product Costs to override with the real cost — we'll use your override for all future calculations.

The usual cause is the store's campaign filter (Integrations → Ad platforms). With no filter, every campaign of the connected ad account counts. With one, only campaigns whose name contains one of its words count — on every ad platform (Meta, TikTok, Google, Snapchat, Pinterest). It exists for one ad account shared by several brands: each store keeps its own campaigns.

Under the filter, each platform shows how many campaigns it counted and excluded, with their spend, and names any campaign that none of your stores counts. Ads Manager totals include every campaign, so the excluded ones are the gap. Matching ignores case; separate several words with commas.

New orders normally appear within seconds — Shopify notifies LiveProfit — and every order is checked again every 5 minutes. If the order is only a few minutes old, give it a moment.

Otherwise, three checks cover almost every case:

• Period and store. Look at the date range and the store selector at the top of the page. An order is counted on the day it was placed in your shop's own timezone (Shopify admin → Settings → General), so a late-evening order can sit on the next or previous day when you compare with another timezone.
• What counts as an order. In Settings → Calculation → What counts as an order, authorized orders, pending payments (cash on delivery, bank transfer), test orders and zero-revenue orders all count by default. If one of them is set to Not counted, those orders stay out of your totals on purpose.
• Cancelled orders. A cancelled order stays in your Orders list but counts as a sale and a full refund — net zero — exactly like Shopify's reports.

Draft orders and abandoned checkouts aren't orders until the customer completes them. Still missing after 10 minutes? Search its number in Orders, then send us the order number in the chat — we check your store's sync directly.

Orders, refunds and ad spend from all five platforms (Meta, TikTok, Google, Snapchat, Pinterest) refresh every 5 minutes automatically. You can also click the Synced pill in the Dashboard header for a quick sync, or use its chevron menu → "Full re-import".

New orders typically appear within 5 minutes of being placed. The ad platforms publish their own daily totals with a lag and keep revising them for 24–48 h — a nightly pass re-pulls the last 28 days so those revisions land.

We store your order metadata (order names, dates, line items, revenue, refunds, shipping, financial status), your ad spend by campaign per day for each platform you connect, the ad click each order came from, your product costs and cost rules, and your custom expenses. Nothing else.

We do not store customer names, emails, or payment details. What happens on uninstall depends on whether you have a LiveProfit account — see Do I lose my data if I cancel or uninstall? and our Privacy Policy.

Yes — the Dashboard exports the P&L summary, the Orders page has its own "Export CSV" button for per-order rows, and the Costs page exports per-product summaries — all for the selected date range. The same data is also available through the public REST API on the Scale plan.

Yes — the Growth plan supports up to 3 stores, Scale up to 5 (see the plans page). Each store is scoped separately (own Shopify token, own campaign filter, own P&L), then the "All Stores" view rolls them up into one currency.

Every currency Shopify supports — we pull around 160 daily rates, so a store in SEK, PLN, INR or BRL converts as correctly as one in EUR. Each store displays amounts in its native currency. "All Stores" converts everything into the currency most of your stores use (if it's a tie, your first connected store wins) with daily rates from frankfurter.app (ECB, used for the major currencies) merged with open.er-api.com (everything else), refreshed every 24 h. The currency in use is always printed next to the totals.

Current rates are visible on the Settings page.

Zendrop: native integration live. Paste your API key in Integrations → Suppliers, and per-product costs sync automatically nightly. New products get their COGS backfilled on the first Shopify import.

CJ Dropshipping: native integration live too. Connect it in Integrations → Suppliers and your real per-order fulfilment costs replace the estimate once an order ships.

AutoDS + Spocket: coming in a follow-up sprint (their API access is under review). Meanwhile, enter costs manually on the Product Costs page or import via CSV.

Custom suppliers / DSers: manual entry or CSV import — same workflow as AutoDS/Spocket during that gap.

Every plan starts with a 14-day free trial. The app is billed through Shopify — it appears on your Shopify invoice, no card to enter with us.

• Starter — $29/month: 1 store, up to 500 orders a month, 2 team members.
• Growth — $59/month: up to 3 stores, 1,500 orders a month, 5 team members.
• Scale — $129/month: up to 5 stores, 5,000 orders a month, unlimited team members.

Yearly billing is 20% cheaper. No per-order fees. You can change or cancel your plan anytime from Subscription.

Two ways, and you only need one of them.

1. From the app. Open Subscription. Next to your plan you'll see Cancel subscription → confirm. We cancel the charge on Shopify's side immediately, and the page then shows “Access continues until <date>”. That date is the end of the period you already paid for — you keep the full app until then, and nothing is charged again.

2. By uninstalling LiveProfit from your Shopify admin. Shopify tells us the moment you uninstall and we cancel the subscription automatically. You don't have to do both — uninstalling is enough, and you will never be billed for a period after the uninstall.

No cancellation fee, no notice period, no “contact us to cancel”. Re-subscribing later is one click from the same page.

If you cancel but keep the app installed: nothing is deleted. Your orders, product costs, cost rules, expenses and ad-spend history stay exactly where they are, and syncing carries on. Re-subscribe whenever you want and you pick up where you left off — no re-import, no re-entering costs.

If you uninstall: you have a 48-hour grace window. We mark the store as uninstalled and stop everything. Reinstall within 48 hours and your history is intact — nothing was touched.

After those 48 hours, what happens depends on whether you have a LiveProfit account. Your Shopify access tokens are removed either way. If you never created an account, every table keyed to your store is wiped — orders, refunds, product costs, cost rules, expenses, ad spend, campaigns, sync cursors and the store record itself. It is a real delete, not a flag: we cannot restore it, and neither can support. If you do have an account, your business history stays attached to it so you can sign back in and pick it up when you reinstall — and you can ask us to delete all of it at any time from the data deletion page.

Want a copy first? Export before you go: Orders → Export CSV, Product Costs → Export CSV, and the P&L export on the dashboard. On the Scale plan you can also pull everything through the /v1/* API.

Yes — on iPhone and Android, straight from your phone's browser: no App Store download, its own icon on your home screen, the same live numbers as on your computer. It takes about 30 seconds — step-by-step guide.

You need a LiveProfit login (email + password) to open it on your phone. No login yet? Create it in Settings → About → LiveProfit on your phone.

Not yet — Slack, Discord and Teams alerts are built but not switched on in the app, so there is no webhook field to fill in today. What you can turn on right now is the scheduled email digest: Settings → Email reports, one per store, at the hour you pick.

Zapier and Make are coming soon. If you can write a little code today, the public REST API and its outbound webhooks (Scale plan) already do this — see “Is there a public API?” below.

Yes — the public REST API is available on the Scale plan. Endpoints under /v1 cover orders, products, P&L and dashboard analytics, cohorts and LTV, expenses, ad platforms, anomalies, and outbound webhook subscriptions. Keys are scoped to one store; rate limit 300 requests/minute per key. There is no self-serve screen to create a key yet — ask support from this page and we issue one for your store. Full reference: liveprofit.io/docs/api.

Ad spend is recorded for a month but very few order-days are in the database. Usually means Shopify orders were dropped or never synced (a sync outage, an expired token, an import interrupted mid-history) while ad spend backfilled fine.

Fix: Re-import the missing orders from a Shopify Admin CSV export (see Re-import CSV below).

Last 30 days' ad spend is more than 3× tracked net revenue. Almost always a symptom of a coverage gap — resolve that first. If it persists after re-import, ads are genuinely underperforming.

Products appear on paid orders but have no cost entry in product_costs. Their COGS defaults to zero and inflates Net Profit.

Fix: Open Product Costs, use the "Missing cost" filter, and enter unit costs manually. You can also click Sync catalog on that page to pull costs from Shopify's "Cost per item" field where you've set it, or connect your supplier (Integrations) so real fulfilment costs flow in automatically.

No new orders have been recorded in the last 6+ hours, checked against your shop's own business hours (its Shopify timezone), so a quiet night never raises it. The 5-minute incremental sync may be stuck, the Shopify token may have expired, or Shopify may be down.

Fix: Click the Synced pill in the Dashboard header (quick sync), or its chevron menu → "Full re-import". If it still looks stale after a few minutes, contact support from this page.

Days where Facebook charged more than 50 (in your store's currency) but no orders landed. Contiguous runs are bundled into a single banner. Usually a coverage gap symptom, occasionally a real outage (Shopify checkout broken, campaign misconfigured for the wrong region, etc.).

Fix: Verify the affected date range in Shopify Admin → Orders. If orders exist there, re-import via CSV. If not, dig into the campaign or store state.

Last 7 completed days had > 50% less revenue than the prior 7, and ad spend didn't drop by more than 30% — so it's not just a paused campaign.

Fix: Check Shopify Admin for stuck orders (unfulfilled payment, sync backlog), inventory issues (an out-of-stock hero product), or a broken checkout / theme change.

Any product with more than 20 units sold in the last 30 days and a COGS ratio above 65% (i.e. supplier cost eats more than two-thirds of retail).

Fix: Reprice the SKU, source it from a cheaper supplier, or discontinue it. Click "View product →" on the banner to jump to Product Costs pre-filtered.

These banners mean a stretch of orders is missing from LiveProfit for a given month. In almost every case a sync resolves it:

1. Open the sync menu (the status dot in the header) and run a sync for the flagged period.
2. Give it a minute, then refresh — the banner clears once the next check cycle completes.
3. If the gap persists, contact support with the store name and the month shown on the banner. We can re-import the missing orders for you from a Shopify export.