> For the complete documentation index, see [llms.txt](https://www.analytics-docs.laplacetec.com/guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.analytics-docs.laplacetec.com/guide/en/etc/faq.md). # FAQ #### Cafe24
A Cafe24 store I don't use is automatically connected to Laplace * Laplace stores only Cafe24 data that is set to active. In Cafe24, go to 「상점관리」(Store management) > 「멀티쇼핑몰설정」(Multi-store settings), select the store to change, and set the activation status at the bottom of the screen to inactive.
The sales total in Cafe24's product sales ranking differs from Laplace's sales by product. * The sales total that Cafe24 provides is not revenue. Cafe24's own description explains this in more detail.\ Cafe24's sales total does not reflect coupons and discounts. Laplace calculates sales as the payment amount made on the payment date. Payment amount = **(product price x units sold) - coupon discount - product discount + shipping fee**. Cafe24's sales total is calculated only as **(product price x units sold)**, so it isn't accurate revenue. In addition, **Cafe24 visualizes data excluding refunds by occurrence date**. To compare the same data in Laplace, compare it with Payment amount (excluding refunds by occurrence date).
#### Smartstore
On what basis does Laplace import Smartstore sales data? Laplace's payment amount is defined differently from the payment amount in the table under Smartstore > Statistics > Sales analysis > Sales performance. Laplace's payment amount is calculated as **the sum of Shopping Window + Smartstore channel data**. It is also **aggregated by payment date** (**not by order date**). The current definition of payment amount on the Smartstore admin page is as follows. (Click (i) next to Payment amount on the Smartstore admin page to see it.) "The amount actually paid, excluding product discounts, shipping fees, etc." In other words, the Smartstore admin calculates payment amount as \= product price x quantity - discounts - coupons, without considering shipping fees.
The "number of payments" on the Smartstore admin page differs from Laplace's "number of payments". * Smartstore counts "number of payments" by the number of **product order numbers**. * Laplace counts "number of payments" by the number of **order numbers**.
I can't install a Meta (Facebook) pixel on Smartstore. Is there a workaround? Smartstore doesn't provide a way to install a pixel by default. (As of March 2024) Installing a pixel on your own online store gives you these 2 benefits. * Tracking purchase conversions in Meta's admin * Updating customer data inside Meta through your store ↔ pixel, and using the AI-based ad delivery algorithm when running Meta ads Under the current policy, you can't install a pixel on Smartstore, so you can't get these 2 benefits. One workaround is inserting an intermediate page, so that traffic goes Smartstore → intermediate page (a kind of own-store page with the pixel installed), but this is incomplete and purchase conversion values are lost. For Smartstore, the most effective approach today is to advertise with Naver Search Ads and Naver GFA.
Smartstore's payment amount differs from Laplace's payment amount. Smartstore's "payment amount" includes 「네이버부담 할인」(Naver-funded discounts) and excludes the promotional portion of shipping fees. Laplace payment amount = Smartstore admin payment amount + Naver-funded discounts + shipping fee difference\ Naver-funded discounts = Naver Pay points, membership benefits, etc.\ Shipping fee difference = shipping fees with promotions applied (e.g. free shipping promotions) How to check Naver-funded discount amounts\ Go to 「판매관리」(Sales management) > 「구매확정 내역」(Purchase confirmation history), choose 「결제일」(Payment date) and a period under "조회기간" (Search period), and in the list below, the "initial discount per product - seller-funded discount" amount in the middle of the table is the Naver-funded discount amount. "Naver-funded discounts + shipping fee difference" is the exact amount included in "sales on a seller settlement basis".
#### Coupang Wing
On what basis does Laplace import Coupang sales data? Laplace currently imports only data that corresponds to "Seller-fulfilled" orders on the Coupang Wing admin page. Rocket Growth and Rocket Delivery data will be added soon.
Can I compare sales in the Laplace dashboard with Coupang Wing? By default, Laplace calculates Coupang Wing seller-fulfilled sales (= payment amount) as follows. * Aggregated by payment date. * Refunded/cancelled orders aren't collected. (The Coupang Wing API doesn't provide data when a refund/cancellation occurs.) * Because refunds / cancellations are excluded from the order data Coupang provides, Laplace's "Payment amount" column is calculated with refund / cancellation amounts already deducted by default. (Payment amount = Payment amount (excluding refunds/cancellations).) * Sales (= payment amount) = (product price + option price) x quantity - seller-funded discounts - seller-funded coupons + shipping fee You can check / compare data consistency using Coupang Wing's 「정산 현황 페이지」(Settlement status page) and 「주문 상세 조회 페이지」(Order detail page). 1. Ask Laplace for the raw order data it sourced (**available only to paying Laplace Analytics customers**) 2. Go to the Settlement status page 3. In the dropdown, choose payment date and set the period The "payment date" on the Coupang Wing admin > Settlement status page actually means the order date. (A bug in the Coupang admin as of June 2023) Check the order date in the raw Coupang Wing data provided by Laplace and enter that value. 4. Download the Excel file from the Coupang Wing admin. 5. The Excel file shows order numbers. Search an order number on the Orders/Shipping > Order search > Order details page to see its payment date. On the Coupang Wing admin > 「주문상세조회」(Order details) screen, the value shown as "order date/time" actually means the payment date. 6. Compare the downloaded Excel data with the data Laplace provided. * Coupang.Sales amount (A) = (Laplace.Product price + Laplace.Option price) x Laplace.Quantity (excluding refunds / cancellations) * Coupang.Seller discount coupon = Laplace.Seller-funded discount + Laplace.Seller-funded coupon * Coupang.Base shipping fee + Coupang.Additional shipping fee = Laplace.Shipping fee * The sales amount in Coupang's settlement data sheet is the amount used for Coupang's settlement, not the actual sales amount from the seller's point of view.
#### imweb
imweb sales differ from Laplace sales Laplace calculates sales with the most accurate accrual-based sales logic. imweb calculates sales as follows. **Aggregation point**: by order date (imweb), by payment date (Laplace)\ **Deductions**: refund amounts deducted (imweb), only cancellations before payment deducted (Laplace)\ **Refund handling**: cancellations and returns/refunds processed on the order date (imweb), not applied (Laplace)\ **Discount amounts**: reward points etc. excluded from sales; only the actual paid amount is reflected (imweb); sales = product price x quantity - product discount - coupon discount = payment amount + shipping fee (reward points are not excluded from sales; not the actual paid amount but the payment amount) (Laplace)\ **Partial cancellations**: to be updated (imweb), only partial cancellations before payment deducted (Laplace) The order date and payment date can differ. A payment date is created only after the order is placed and the deposit or card payment is actually completed.
#### EasyAdmin
Sales for channels connected through EasyAdmin, such as Musinsa, Gmarket and Daangn, differ from Laplace sales Laplace's data comes from EasyAdmin, so it inevitably differs from each store's own admin. This is because EasyAdmin is an order-processing platform, not a statistics platform. If you want accurate data that matches the store admin, we recommend connecting manually with a spreadsheet; if some differences are acceptable, we recommend using EasyAdmin. How to check EasyAdmin data consistency On the 「정산 통계」(Settlement statistics) > 「판매처상품매출통계」(Product sales by store) screen, set 「검색기간」(Search period) to "주문일" (Order date), choose the period and store, click 「검색」(Search), then check "판매금액 합" (Total sales amount). In a Laplace custom dashboard, choose the same period and store, set the measure to "Payment amount (excluding refunds/cancellations)", and compare it with the EasyAdmin value. EasyAdmin: "Total sales amount"\ Laplace: compare based on "Payment amount (excluding refunds/cancellations)".
#### Godomall
I clicked the authentication button but didn't receive the user key email. What should I do? 1. The authentication request email is sent to the representative email registered with the store. Check the representative email, not the ID you used to sign up for Laplace. 2. If you've already completed API key authentication through a user key email before, no additional API key is issued. Search the store's representative email for the following subject. "\[NHN커머스] Open API 사용자키가 발급되었습니다." (\[NHN Commerce] Your Open API user key has been issued.)
What is the representative email registered with the store? 1. Log in to the Godomall 5 seller admin. 2. Go to the Basic information settings menu. 3. Check the representative email field. The authentication request email is sent to the email entered there.
#### Naver Search Ads
The Naver Search Ads connection has been stuck and not finishing for a long time. If you have more than 90 Naver Search Ads bulk reports, the Search Ads data integration has trouble. Delete generated bulk reports regularly. How to delete Naver Search Ads bulk reports\ 1\. On the [Naver Search Ads page](https://searchad.naver.com/my-screen), click 「광고시스템」(Ad system)\ 2\. Click 「보고서 > 대용량 다운로드 보고서」(Reports > Bulk download reports)\ 3\. Check ☑ the reports you don't use > click 「삭제」(Delete) (For smooth integration, keep the total number of reports created in "Bulk download of ad information" and "Bulk report download" at 90 or fewer)
#### Naver GFA
I want to integrate Naver GFA regardless of security settings such as 2-step verification. 1. In Naver Ads Center, invite [laplacian0](mailto:laplacian0@naver.com) as an ad account admin (on the screen that says "Enter the exact unified member ID (Naver ID) to invite as a member.") 2. Set the permission level to "Operations view" 3. Laplace then completes the setup, after which you'll no longer receive security alerts.
#### Sabangnet
On what basis does Laplace import Sabangnet sales data? * On the Sabangnet Statistics analysis → Sales status page, set it to occurrence date to compare with Laplace's statistics. (Order amount in Sabangnet statistics analysis = payment amount in Laplace's basic statistics analysis) * In Sabangnet Order management → Order sheet confirmation, set it to collection date to check in detail the raw data Laplace collected. * **Note** If Store management → Support → Trading status is set to trading suspended, the data may not match.
On what basis does Laplace map Sabangnet brands? Brands are mapped by product brand name. * Go to Product management -> Sabangnet product search/edit to edit the product brand name. * Changes apply after the next day's batch job finishes.
Sabangnet statistics and Laplace data differ a lot! Why? Most differences come from differences in **query basis** and **how amounts are calculated**. Data used in Sabangnet statistics analysis is calculated **"by collection date"** and **"by product price"**. \* **By collection date:** Since it isn't the order date, earlier orders, not just that day's, can be included.\ \* **Product price:** It's simply product price x units sold, so it isn't the amount the user actually paid (after coupons, deposits, reward points, etc.). To check data consistency precisely, download all data for the date from **「주문 관리」(Order management) > 「주문서 확인 관리」(Order sheet confirmation)**, filter the Excel file to a single day by **"order date/time"**, and count by **"payment amount"** rather than "product price".
#### Spreadsheet
The spreadsheet refresh finished, so why don't dashboard statistics appear? * Even when the spreadsheet refresh is complete, **dashboard statistics aren't generated right away.**\ Laplace runs **additional work to import and cleanse the spreadsheet data and build charts from it**.\ This can take some time depending on the data volume. * Spreadsheet refresh: 3 minutes on average * Dashboard statistics generation: 1 hour on average * Check progress in **Jobs & data status** at the right of the top bar. If it shows **Generating statistics**, it's still being built. * Even if statistics don't appear yet, processing is running normally, so please wait a little!
#### Ad connector disconnected
My ad account was disconnected because the account authentication token expired. When an account is disconnected, data stops refreshing. Why does this happen? → Authentication tokens expire for various reasons. 1. You changed your password 2. The account was temporarily blocked or suspended by the ad channel for security reasons 3. The user deleted the account, or the access token became invalid due to an internal issue with the ad account How can I fix it? * When a connection breaks, a **Reconnect needed** notice appears on the **Data Connect** screen. * If the token expired because the password changed, the **Reconnect** button fixes it. (Depending on the channel, it may appear as **Renew Authentication**.) * For cases 2 and 3, log in to Facebook directly, check and resolve the notification shown in Facebook, then try **Reconnect**. * If you still can't connect after **Reconnect**, let the Laplace team know! 👉 [Google Ads error guide on authentication token expiry](https://developers.google.com/google-ads/api/docs/best-practices/common-errors?hl=ko)\ 👉 [Facebook error guide on authentication token expiry](https://developers.facebook.com/docs/graph-api/guides/error-handling/)
#### Meta
There's a small discrepancy between Facebook's ad report and the Laplace dashboard It's caused by data correction on Facebook's servers. An automated job collects and updates the previous day's data from Facebook in bulk every early morning. When collecting Facebook data, the previous day's data queried in the early morning differs from the same data queried at noon. We believe Facebook's servers are also correcting data. The data in Laplace dashboards is what was queried in the early morning, so it may differ slightly from what you see when you query. This discrepancy is reflected in the next day's data update. We plan to shorten the data update cycle so that you can see the latest data.
#### GA4
GA4 metrics show "Can't be accessed due to a server error" This can happen when two or more Google account integrations remain on the same GA4 property and one of them has lost authentication. Even if you switch accounts and reconnect, the old account's integration isn't removed automatically. 1. In the left rail, go to **Data Connect** › **Connect Event Data** › **GA4** and check **Auth status** under **Connected data**. 2. Any integration that has lost authentication shows **Reconnect needed**. 3. Remove that integration with **Delete data** and keep only integrations with valid authentication. For the full steps, see "Reconnecting with a different account" in the [GA4 connection](/guide/en/startguide/connect/events/ga4.md) guide. If the same error still appears after cleanup, let us know through the contacts below.
Which metric should I use to measure visitors? The metric shown as "Users" in GA4 is the "Active users" metric. GA4 defines active users as **the number of distinct users who engaged with your site or app** during the specified period. GA4 has several ways to measure users. 1. Active users (Users) 2. Total users The differences are below. (For details, see this [link](https://support.google.com/analytics/answer/12253918?hl=ko).) **Total users**: The number of distinct users who triggered an event during the specified period. **Active users (also called Users in reports)**: The number of distinct users who engaged with your site or app during the specified period. An active user is a user who has an [engaged session](https://support.google.com/analytics/answer/9143382#engaged-sessions) or for whom Analytics collects: • the [first\_visit](https://support.google.com/analytics/answer/9234069#first_visit) event or [engagement\_time\_msec](https://support.google.com/analytics/answer/9234069) parameter from a website • the [first\_open](https://support.google.com/analytics/answer/9234069#first-open) event or [engagement\_time\_msec](https://support.google.com/analytics/answer/9234069) parameter from an Android app • the [first\_open](https://support.google.com/analytics/answer/9234069#first-open) or [user\_engagement](https://support.google.com/analytics/answer/9234069#user_engagement) event from an iOS app So, to measure visitors simply as all users who triggered events, use Total users; to measure visitors taking engagement into account, use Active users (Users). Other related measures are "Sessions" and "Engaged sessions". * See GA4's [definitions of sessions and engaged sessions](https://support.google.com/analytics/answer/9143382?sjid=10481600661695095899-AP#session-metrics).
Do return visits include same-day return visits? GA4 measures "return visits" by session. One customer can create several sessions in a day, and if they've started at least one session before, they're counted as a returning visitor. (For details, see this [link](https://support.google.com/analytics/answer/12253918?hl=ko\&sjid=12658593598657577422-AP).)
How far back can I set the GA4 data query period? In GA4, click the settings button at the bottom left > Data collection and modification > Data retention, then set event data retention = 14 months and user data retention = 14 months to extend the maximum query period to 14 months.
#### Screens · errors
The screen shows "Couldn't load" and the content is empty This doesn't mean there's no data; **the query failed**. The screen also says "It's not empty; the query failed." 1. Click **Try again**. Temporary network or server problems usually load on retry. 2. If you keep seeing the same screen, click **Copy error code** to copy the error code. When **Copied** appears, it has been copied. 3. Paste the copied error code into a chat or email inquiry. With the error code, we can find the cause much faster. * If "You don't have permission to view this." is also shown, it's a permission issue. Ask the project owner for permission. * If you see **Couldn't display this screen**, contact us the same way with the error code.
I see "A new version is available" Laplace has been updated to a new version, and the screen you have open couldn't load its files. Click **Refresh** to open the latest screen. Unsaved changes may be lost, so save first.
I see "Page not found" The address has changed or the page no longer exists. If it's an old bookmarked address, click **Go to project home**, then find the screen you want with **Search menus & dashboards** (Ctrl + /) in the top bar. See where settings menus moved in the [Settings menu guide](/guide/en/etc/settings.md).
#### Time zone
Which country's time is shown on screen? All times on Laplace screens are shown in **Korea Standard Time (KST, UTC+9)**. * Times stay in KST even if you access from abroad or change the display language. * You can check this under **Time display** in **Settings** › **My profile** › **Display**. This value can't be changed. * If an overseas store or ad channel admin uses a time zone other than KST, daily figures may look different from Laplace. When comparing, set the admin's time zone to KST or account for the time difference.