Questions, answered.
Setup, data, privacy, plans and billing, answered in plain language. Anything else, write to us and a person replies within one working day.
Setup
How do I connect my WooCommerce store?
Create an account, enter your store address, and approve read-only access on your own store as an administrator. The history imports in minutes. The how-it-works page has the full walkthrough.
What does FCAnalytics read?
Orders (with refunds and attribution), customers and products. It never reads payment details and cannot change anything in your store.
Why do I need the tracking snippet?
WooCommerce knows about orders, not visits. The snippet adds sessions, product views, add-to-cart and checkout steps, which completes the funnel and the carts screen. Checkout and purchase steps work without it.
My store did not respond during sync. What now?
We retry three times, then show a red banner with the last good numbers and email you. Check that the store is online over HTTPS with the REST API enabled, then press Retry now.
Numbers
How is net profit calculated?
Paid revenue (order totals minus refunds) minus product costs, payment fees (percent plus fixed per order), shipping and ad spend for the period. Costs are yours to set in Settings › Costs.
Which orders count as paid?
Processing, completed and refunded (with the refund subtracted). Pending, failed, cancelled and checkout drafts count as checkout started, which feeds the abandoned-cart screens.
Where do traffic sources come from?
WooCommerce order attribution (utm source, medium and campaign, referrer, device) is mapped to Google Ads, Email, Organic search, Instagram, Facebook Ads, Social, Referral and Direct.
Why does the first day of a chart look low?
Periods start at midnight in your store's time zone and end right now, so today is a partial day. The comparison uses the same length before the period.
Privacy
Are customer emails visible?
They are masked on screen (j•••@mail.com) and included only in CSV exports, which only owners and viewers you invite can download.
Where are store keys kept?
Encrypted at rest with a key derived from the server's secret salts. Disconnecting a store deletes the keys and every imported row.
Can I delete everything?
Yes. Settings › Billing › Delete account removes your stores, their imported data and your account. Your WooCommerce store is not touched.
Plans and billing
What is in the free trial?
Fourteen days of the Growth plan, no card required. When it ends, your store keeps syncing and the Overview stays open; everything else unlocks again when you choose a plan.
How do I pay?
Through our checkout, one month at a time. Renew from Settings › Billing; time left on the same plan is added, not lost.
Can I invite my team?
Growth includes three viewer seats, Scale fifteen. Viewers see every dashboard and export; only the owner changes settings.
Still have a question?
Write to us and a person answers within one working day.