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Need help getting the most out of Trinity.One? Our team of analysts is ready to help. Access the FAQ below, or use the form below to submit a ticket and an analyst will get back to you within 4 business hours.

For access to your own analysis team of Trinity Insight analysts, strategists, and engineers be sure to ask about our Analytics Consulting services.

Frequently Asked Questions

Here are some of the most common questions we receive.  Feel free to check for your question here.

Magento, Magneto Enterprise, Magento 2.0, WooCommerce, PrestaShop, Shopify, Shopify Plus and BigCommerce. We’re adding new integrations every month, and are happy to talk about a custom integration. Reach out to our sales team to get started. 

Google Adwords, Bing Ads, Facebook Ads, Instagram Ads and AdRoll. 

As many years worth of data that you have. There are no limitations.

Green indicates that metric is trending in a positive direction. Red indicates that metric is trending in a negative direction. Additionally, Green can represent the best performing Channel, while Red indicates the worst performance channel.

We recommend using Trinity.One on Google Chrome. It is also supported on Mozilla Firefox and Safari.

Yes, you can login to Trinity.One on an iPad.

Cost of Goods Sold are the expenses directly associated with obtaining a product. When an ecommerce store purchases inventory from a third party, Cost of Goods Sold is equal to the expense associated with obtaining that inventory. If your store manufactures goods, COGS refers to the expenses directly associated with producing and selling products, for instance the cost of raw materials and packaging. This data is pulled from your ecommerce platform if you are on Magento, or from the COGS page in the application.

Active: Customers who actively purchase on your site and are well within the Lapse Point. Lapse Point is the point (in number of days) at which a customer is likely never to purchase again. You can find more information about your store’s Lapse Point on the Customers > Future Value page.

At Risk: Customers who are within 20% of the Lapse Point and are at risk of never buying from your store again. For example, if your lapse point is 100 days, everyone at 80+ days since their last purchase would be At Risk. Lapse Point is the point (in number of days) at which a customer is likely never to purchase again. You can find more information about your store’s Lapse Point on the Customers > Future Value page.

Lost: Customers who have surpassed the Lapse Point since they last bought from your store. For example, if your Lapse Point is 100 days, everyone who hasn’t purchased in 100+ days would be considered Lost. Lapse Point is the point (in number of days) at which a customer is likely never to purchase again. You can find more information about your store’s Lapse Point on the Customers > Future Value page.

Go to Store Settings > Integrations and make sure you have authenticated all of your sources and triggered a data sync. If the problem persists go to our Support page.

This is because this particular product doesn’t fall into one of Trinity.One’s three highlighted product categories:  High Volume, Most Profitable or Hot Products.

Turn Daily Snapshot on or off by logging into Trinity.One, clicking on your name icon, going to My Account, Preferences and Email Notifications.

Remember you can still build out custom reports to be emailed to you directly in the Reports section of Trinity.One.

The following order statuses are EXCLUDED from Trinity.One’s reporting

BigCommerce:
‘Pending’,
‘Awaiting Payment’,
‘Cancelled’,
‘Declined’,
‘Incomplete’

Magento:
‘cancelled’,
‘canceled’,
‘fraud’

Shopify:
‘cancelled’,
‘canceled’,
‘failed’,
‘voided’,
‘refunded’

WooCommerce:
‘cancelled’,
‘canceled’,
‘failed’,
‘pending’,
‘on-hold’

Contact Our Support Team