Frequently asked questions about Shopify Audiences

This page was printed on Jun 08, 2023. For the current version, visit https://help.shopify.com/en/manual/promoting-marketing/shopify-audiences/faq.

Find answers to common questions about Shopify Audiences.

On this page

Managing audiences with Shopify Audiences

Can I exclude specific customers from an audience?

For privacy reasons, you can't find information about the identity or contact information of customers included in an audience, and you can't add or exclude customers to a specific audience.

Though you can't include or exclude customers for specific audiences, you can exclude them from all audiences. To do so, use the Customer opt-out settings in the Shopify Audiences app.

Can I find out which other merchants are using Shopify Audiences?

No. To protect our merchant's privacy, Shopify doesn't disclose which merchants use which of our products, including Shopify Audiences.

Can I exclude competitors from using my data for their audiences?

For privacy reasons, Shopify doesn't disclose which merchants use Shopify product offerings, including Shopify Audiences. If you're using Shopify Audiences, then the data that you contribute will be used to benefit other participating merchants.You can't access information about another merchant or their customers, such as their names.

Are there ad campaign configuration requirements to use Shopify Audiences?

No, you can configure your ads in any way you choose.

Can I use a Shopify Audience to create a lookalike audience on Facebook?

Yes. Because the customer identities in lookalike audiences aren't shared with your Shopify admin, you need to use Facebook's reporting for lookalike audiences.

Do I need to turn on the Conversion API in Facebook and Instagram by Meta to use Shopify Audiences?

No, the Conversion API isn't required to use Shopify Audiences.

Shopify Audiences reports

Why is the number of total orders not equal to the total number of top products sold?

Because each order can contain multiple products, the number of total orders is often different from the number of top products sold.

Why is Return On Ad Spend (ROAS) not included in Shopify Audience reports?

Because there is no way to accurately associate ad spend to Shopify Audiences, return on ad spend is not calculated in your Shopify admin. To calculate your ROAS, you can use the sales data from Shopify and the ad spend amount from your Facebook ads account.

Can my competitors create an audience from my entire customer base?

No. For privacy reasons, no participating merchants will know the identity of other participating merchants. This means that no merchant can create an audience from another merchant's entire customer base.

Why is the data in the Shopify Audiences report different from the data in the Facebook ads report?

Shopify Audiences reports use a different data attribution model than the model that's used for Facebook ads. Because the data is calculated in different ways, the reports display different results.

Shopify Audiences privacy

How can I respect my customers' privacy?

To share data that you'll use for Shopify Audiences, you need to obtain any applicable permissions and consents, as required by applicable laws and industry guidelines. Learn more about Shopify Audiences data and privacy.

Do I need to update my privacy policy or provide an opt out?

If you decide to participate in Shopify Audiences, then you may need to update your privacy policy. As privacy laws are changing and new privacy laws are being enacted, you may want to consult with your legal team or a privacy law professional for legal advice. Shopify can't provide legal advice on your store's privacy policy. Learn more about US state privacy law compliance and Shopify Audiences.

Ready to start selling with Shopify?

Try it free