Support & FAQs

Contacting support

Contacting Support We are here to help. Whether you have a question, run into an issue, or need help setting up your account, there are several ways to reach the Datadrew team. Support Channels 1. In-App Chat (Fastest) The quickest way to get help is through the live chat widget inside Datadrew: 1. Open Datadrew from your Shopify admin. 2. Click the chat icon in the bottom-right corner. 3. Type your question or describe your issue. 4. Our team typically responds within a few hours during business hours. The in-app chat is powered by Intercom and allows us to see your account context, which helps us resolve issues faster. 2. Email Send us an email at support@datadrew.io. Include the following to help us assist you quickly: - Your Shopify store URL (e.g., yourstore.myshopify.com) - A description of the issue or question - Screenshots if applicable - The browser you are using We aim to respond to all emails within one business day. 3. Book a Call For more complex questions, onboarding help, or if you prefer a live conversation, you can book a call with our team: - Visit datadrew.io/book-a-demo - Select a time that works for you. - We will walk you through setup, answer questions, or help you get the most out of Datadrew. Setup assistance calls are included for Essentials and Pro plan customers. Growth consulting is available on the Pro plan. What to Include When Reporting an Issue To help us resolve your issue as quickly as possible, please include: 1. What you were trying to do (e.g., "I was trying to view my LTV cohorts") 2. What happened instead (e.g., "The page shows no data" or "I got an error message") 3. Your store URL (e.g., yourstore.myshopify.com) 4. Screenshots or screen recordings of the issue 5. Browser and device (e.g., Chrome on Mac) Support Hours Our team monitors all support channels during business hours (Monday through Friday). We aim to respond to all inquiries within one business day. Critical issues affecting data syncs or account access are prioritized. Reach out anytime at support@datadrew.io — we are happy to help. Related articles - Requesting a new feature - Book a call for onboarding or audit - Troubleshooting integration connection issues - My data isn't showing up — what to check Need help? If you have questions or run into issues, reach out to us at support@datadrew.io or use the in-app chat. We're happy to help.

Requesting a new feature

Requesting a New Feature We love hearing from merchants about what would make Datadrew more useful for their business. If there is a feature, dashboard, metric, or integration you would like to see, here is how to let us know. How to Submit a Feature Request Option 1: In-App Feature Request Page The fastest way to submit a feature request is directly within the Datadrew app: 1. Open Datadrew from your Shopify admin. 2. Navigate to Feature Requests in the sidebar. 3. Describe the feature you would like to see. 4. Submit your request. Your request goes directly to our product team. Option 2: Email Send a description of your feature request to support@datadrew.io. Include as much detail as possible: - What problem would this feature solve for you? - How would you expect it to work? - How often would you use it? Option 3: In-App Chat Click the chat widget in the bottom-right corner of Datadrew and tell us about the feature you need. Our team reads every message. What Happens After You Submit 1. Review: Our product team reviews every feature request. 2. Prioritization: Requests are prioritized based on how many merchants ask for the same thing, alignment with our product roadmap, and implementation complexity. 3. Updates: If your feature makes it onto the roadmap, we will let you know. Major new features are announced in our What's New section. Popular Recent Requests We Have Shipped - Drew AI — conversational analytics assistant - Blended ad performance across Facebook and Google - RFM segment sync to Klaviyo - Product basket analysis - Hourly performance tracking Your feedback directly shapes the product. Keep the ideas coming. Need help? Contact us at support@datadrew.io. Related articles - Contacting support - Book a call for onboarding or audit - How is Datadrew different from Shopify Analytics? - Release notes and product updates Need help? If you have questions or run into issues, reach out to us at support@datadrew.io or use the in-app chat. We're happy to help.

Supported currencies and multi-currency stores

Supported Currencies and Multi-Currency Stores Datadrew supports Shopify stores operating in any currency. Here is how currency handling works across dashboards, reports, and multi-store setups. Single-Currency Stores For stores that operate in a single currency, all Datadrew dashboards and reports display data in your store's primary currency — the currency set in your Shopify store settings. No conversion is needed. Multi-Currency Stores (Shopify Markets) If your store accepts orders in multiple currencies (for example, through Shopify Markets or Shopify Payments multi-currency): - Datadrew reports in your store's primary currency. All order values are converted to your primary currency for consistent reporting. - Currency conversion: Shopify records each order in both the customer's local currency and your store's primary currency. Datadrew uses the primary currency values for all analytics. - This means your revenue, LTV, and AOV metrics are always in a single, consistent currency. Multi-Store (Consolidated View) If you connect multiple Shopify stores to Datadrew (available on the Pro plan with up to 3 stores), you can use the consolidated view to see analytics across all stores in one dashboard. Important: The consolidated view only works for stores that share the same primary currency. If you have one store in USD and another in EUR, they cannot be combined into a single consolidated view — each store's data is shown separately. Supported Currencies Datadrew supports any currency that Shopify supports. There is no restriction on which currency your store uses. Common currencies include: - USD (US Dollar) - EUR (Euro) - GBP (British Pound) - CAD (Canadian Dollar) - AUD (Australian Dollar) - INR (Indian Rupee) - And 100+ other currencies supported by Shopify Ad Platform Currencies For ad integrations (Facebook Ads, Google Ads), Datadrew reports ad spend and revenue metrics in the currency configured in the ad account. If your ad account currency differs from your Shopify store currency, you may see different currencies in different dashboard sections. ROAS and blended metrics will reflect the ad platform's native currency. Need help with currency configuration? Contact us at support@datadrew.io. Related articles - Location Cohorts — geographic analysis - Consolidated multi-store view - Understanding key store metrics - Understanding metrics and KPI definitions Need help? If you have questions or run into issues, reach out to us at support@datadrew.io or use the in-app chat. We're happy to help.

What data does Datadrew access from my store?

What Data Does Datadrew Access From My Store? Datadrew accesses specific data from your Shopify store and connected integrations to power your analytics dashboards and Drew AI. Here is a transparent breakdown of exactly what we access. Shopify Store Data When you install Datadrew, the app requests the following read-only Shopify access scopes: | | | | | --- | --- | --- | | Scope | What It Accesses | Why We Need It | | read_orders | Orders, refunds, transactions | Revenue analytics, LTV calculations, cohort analysis, order frequency | | read_customers | Customer records, addresses | RFM segmentation, customer analytics, new vs. returning analysis, location cohorts | | read_products | Product catalog, variants, collections | Product performance, basket analysis, repurchase rates, product cohorts | What We Do NOT Access - We do not access your Shopify admin settings, themes, or store configuration. - We do not access payment information or credit card details. - We do not access staff accounts or Shopify login credentials. - We have no write access — Datadrew cannot create, modify, or delete orders, products, customers, or any other data in your store. Connected Integration Data When you connect additional integrations, Datadrew accesses: | | | | --- | --- | | Integration | Data Accessed | | Facebook Ads | Campaigns, ad sets, ads, spend, impressions, clicks, conversions, ROAS | | Google Ads | Campaigns, ad groups, keywords, spend, clicks, conversions, cost data | | Google Analytics (GA4) | Sessions, users, page views, traffic sources, conversion events | | Klaviyo | Email campaigns, flows, open rates, click rates, revenue attribution | | Google Search Console | Search queries, impressions, clicks, average position, CTR | How Data Is Stored - All data is stored in Google our data warehouse (Google Cloud, EU region) in isolated, per-store datasets. - Data is encrypted at rest and in transit. - Data is retained as long as your account is active. After cancellation, data is kept for 30 days and then permanently deleted. Revoking Access You can disconnect any integration at any time from Settings > Integrations. To fully remove Shopify access, uninstall the Datadrew app from your Shopify admin. Questions about data access? Contact us at support@datadrew.io. Related articles - Is my data secure? - How Datadrew uses your Shopify data - Shopify data sync — what's included - Deleting your account Need help? If you have questions or run into issues, reach out to us at support@datadrew.io or use the in-app chat. We're happy to help.

Is my data secure?

Is My Data Secure? Absolutely. Data security is foundational to how Datadrew is built. We understand that you are trusting us with sensitive business data, and we take that responsibility seriously. Infrastructure Security - Hosted on our cloud infrastructure (our cloud infrastructure): All Datadrew services run on Google Cloud, one of the most secure cloud platforms in the world. Google Cloud maintains SOC 1, SOC 2, SOC 3, ISO 27001, and other industry certifications. - Encryption in transit: All data transmitted between your browser and Datadrew, and between our internal services, is encrypted using TLS (Transport Layer Security). - Encryption at rest: All data stored in our databases and data warehouse (Google our data warehouse, our secure database) is encrypted at rest using AES-256 encryption managed by Google Cloud. Data Access Controls - Multi-tenant isolation: Each store's data is logically isolated. Queries are automatically filtered by your shop ID so you can only access your own data. - Authentication: Datadrew uses our authentication system Authentication for user sessions and Shopify OAuth for store sessions. All API endpoints require valid authentication. - Role-based access: Team members you invite get access only to the stores and features in your workspace. Read-Only Shopify Access Datadrew requests read-only access to your Shopify store. We read your orders, customers, and product data to generate analytics. We never modify, create, or delete anything in your Shopify store. Third-Party Integrations When you connect Facebook Ads, Google Ads, GA4, Klaviyo, or Google Search Console, Datadrew uses standard OAuth 2.0 to access your data. Credentials are encrypted and stored securely. You can revoke access at any time by disconnecting the integration in Datadrew or revoking permissions from the platform directly. What We Do Not Do - We do not sell your data to third parties. - We do not share your data with other merchants. - We do not use your data to train AI models. Drew AI analyzes your data in real-time but does not store your queries or results for model training. - We do not retain your data after you cancel (30-day retention window, then permanent deletion). SOC 2 Practices Datadrew follows SOC 2 security practices including access controls, monitoring, incident response, and regular security reviews. Our infrastructure is designed with security best practices from the ground up. If you have specific security questions or need documentation for your compliance team, contact us at support@datadrew.io. Related articles - What data does Datadrew access from my store? - How Datadrew uses your Shopify data - Shopify data sync — what's included - Deleting your account Need help? If you have questions or run into issues, reach out to us at support@datadrew.io or use the in-app chat. We're happy to help.

How is Datadrew different from Shopify Analytics?

How Is Datadrew Different From Shopify Analytics? Shopify Analytics is a solid built-in tool, but it only scratches the surface of what data-driven merchants need. Datadrew goes significantly deeper. Here is how they compare. Side-by-Side Comparison | | | | | --- | --- | --- | | Capability | Shopify Analytics | Datadrew | | Data sources | Shopify only | Shopify + Facebook Ads + Google Ads + GA4 + Klaviyo + Google Search Console — all in one place | | LTV analysis | Basic predicted LTV (formula-based) | True cohort-based LTV tracking with repeat purchase behavior, cohort filters by location, product, source, and custom dimensions | | Customer segmentation | Basic segments with limited filters | RFM segmentation (Recency, Frequency, Monetary), new vs. returning analysis, transaction frequency, with Klaviyo sync for targeted campaigns | | Ad analytics | None (requires switching to Facebook/Google) | Blended ad performance across all channels, campaign-level analysis, creative insights, ROAS tracking | | Product intelligence | Basic product reports | Product performance dashboard, basket analysis (what products are bought together), repurchase rates, product cohorts | | AI assistant | Shopify Sidekick (general store help) | Drew AI — a dedicated analytics AI that queries your actual data, runs SQL analyses, pulls live ad metrics, and generates charts | | Industry benchmarks | Not available | Compare your retention, LTV, and repurchase metrics against industry peers | | Scheduled reports | Not available | Automated email reports on your schedule | | Data exports | Basic CSV export | Full CSV export of any dashboard data, cohorts, and segments | | Multi-store | Switch between stores manually | Consolidated analytics view across multiple stores (same currency) | When Shopify Analytics Is Enough If you are a small store primarily interested in today's sales numbers and basic inventory tracking, Shopify Analytics covers the basics well. When You Need Datadrew - You spend money on ads and need to understand true ROAS across channels. - You want to understand which customers are most valuable and how to retain them. - You need cohort-based LTV analysis — not just a predicted number. - You want an AI that can answer specific questions about your data. - You run multiple stores or ad accounts and need a unified view. - You want to identify which products drive repeat purchases. Need help? Contact us at support@datadrew.io or try Datadrew free at datadrew.io. Related articles - Store Performance dashboard overview - What is Drew AI and how does it work? - Datadrew pricing plans explained - Feature comparison across plans Need help? If you have questions or run into issues, reach out to us at support@datadrew.io or use the in-app chat. We're happy to help.