Analytics: Find which order a refund is applied to

Resolved rebeccaolson
(@rebeccaolson)

2 years, 9 months ago

Hello! While reconciling my reports for this quarter, I found a $4 error, and eventually figured out it’s due to a refund/return. However, I cannot find any way to determine which order this refund is applied to. I can see the day it occurs, and by looking at the graph, see that it happened around 1pm: https://imgur.com/a/t7o3LAh

However, I cannot find any other information about this return. There is no way to click on “returns” and see which order it is applied to. None of the orders from that day show a discount or refund. I do not have any orders from that day in the trash. What’s even more strange, is that the Woocommerce>Reports feature does not show any refunds for this day: https://imgur.com/a/QaO5bEf

I realize the refund is applied the day it comes in (not the day of the order) – but how do you figure out what it’s related to? I even exported the entire year of sales and searched by refund, and didn’t see it anywhere. I’m tearing my hair out – What am I missing? And if I can never find it, how do I fix it? I just have no idea what it’s related to, if it was online or POS sales, if it was cash or credit card, etc. because I can’t find it anywhere. Any thoughts, ideas, help would be very welcome. I need my books to reconcile and this is maddening. Thank you!

Viewing 14 replies - 1 through 14 (of 14 total)

Plugin Support Abhi G. a11n
(@theabhig)

2 years, 9 months ago

Hi @rebeccaolson

I understand you are trying to find refund information for specific orders in WooCommerce Analytics.

The quickest way to see order details for refunds is from Analytics > Orders. From there you can apply filters for All refunds, Partially refunded, or Fully refunded orders, similar to below:

Link to image: https://d.pr/i/JxYlQw

This will allow you to view the orders which include a refund.

Please let me know if you have any further questions on this or if this doesn’t work and we’ll be happy to help.

Thanks!

Thread Starter rebeccaolson
(@rebeccaolson)

2 years, 9 months ago

Thank you so much for your quick response! I had already tried that option, but the $4 “return” on 4/24/21 still isn’t showing in the orders. The number *is* being calculated in the return total.

If I filter for all refunds YTD, I see a total of $85.26. I cannot see the individual orders, just the totals. The graph says “no data for the selected range” and below that I get the big purple triangle with a message “there was an error getting your stats.”

If I filter for “partially refunded” I see a single refund in January for $42. If I filter for “fully refunded” I see three orders in May for a total of $39.26. The $4 return on 4/24 does not show in any of these. However, it is being included in the total:

$85.26
-$42
-$39.26
=$4

So it seems there may be some kind of error in the database that is either not showing the refund, or it is counting something as a refund that shouldn’t be, which is causing the report to fail. Any ideas how to go about fixing this?

Thanks again!
Rebecca

Plugin Support Abhi G. a11n
(@theabhig)

2 years, 9 months ago

Hi @rebeccaolson

Thanks for the additional information.

Could you provide a full page screenshot of your screen under Analytics > Orders with the filter of All Refunds applied. It would be helpful to compare what you are seeing to my own test installation, as I’m not able to replicate this issue on my end.

Thanks!

Thread Starter rebeccaolson
(@rebeccaolson)

2 years, 9 months ago

Thanks for your help! Here are two screenshots that show the error I’m seeing when I try Analytics>Orders with the filter All Refunds:

View post on imgur.com

Mirko P.
(@rainfallnixfig)

2 years, 9 months ago

Hi there,

Thanks for getting back with the screenshots.

As a first step here, I would try to solve the stats error by performing conflict testing. There is more information here:

https://docs.woocommerce.com/document/how-to-test-for-conflicts/

If the order refund stats are being sourced and displayed correctly with only core WooCommerce active and the default theme, you’ll want to check if your Rey theme or a plugin is causing trouble.

We’ll be here to help if further assistance is needed.

Plugin Support Gabriel – a11n
(@gabrielfuentes)

2 years, 9 months ago

Since it’s been a while since we last heard back from you, I’m going to mark this thread resolved.

If you have further questions, please feel free to open a new topic.

Cheers! 🙂

Thread Starter rebeccaolson
(@rebeccaolson)

2 years, 9 months ago

Hello – unfortunately, the issue is not resolved. I am running a farm and a small business, and haven’t had time to set aside to work on conflict testing. Please give me some time before closing this. Thanks!

Plugin Support Gabriel – a11n
(@gabrielfuentes)

2 years, 9 months ago

Hi @rebeccaolson 👋

Please give me some time before closing this. Thanks!

Sure thing! No worries 🙂

Please keep us posted, we will be more than happy to help moving forward.

Cheers.

Mirko P.
(@rainfallnixfig)

2 years, 8 months ago

Hello @rebeccaolson,

Just checking if you’ve been able to make some progress with the issue, especially the conflict testing as advised above. Feel free to share your updates and we’ll be here for further analysis.

Thanks.

Plugin Support Gabriel – a11n
(@gabrielfuentes)

2 years, 8 months ago

Since it’s been a while since we last heard back from you, I’m going to mark this thread resolved.

Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.

Cheers!

Thread Starter rebeccaolson
(@rebeccaolson)

2 years, 8 months ago

Hello – I apologize that it took me so long to get back to this. I switched to the Storefront theme and deactivated all the plugins except Wooocommerce and Woocommerce Admin, and the issue still persists. Do you have any other ideas for how to troubleshoot this? Thanks!

MayKato
(@maykato)

2 years, 8 months ago

Hi @rebeccaolson

Thank you so much for your quick response! I had already tried that option, but the $4 “return” on 4/24/21 still isn’t showing in the orders. The number *is* being calculated in the return total.

4/24/21 is the date that refund came in. That refund will correspond with the date that initial order was made (not date it was returned).

That said, try checking Analytics > Orders, and then filter by refund as @theabhig mentioned earlier. Under the orders, you will see a list of orders that have been refunded. Try looking for an order with a -4 in Net Sales column, and you should be able to identify the order number associated with that return.

Here is a screenshot of my test site as an example:

Link to image: https://snipboard.io/jDSWEx.jpg

MayKato
(@maykato)

2 years, 7 months ago

Hi @rebeccaolson

We’ve not heard back from you in a while, so I’m marking this thread as resolved. If you have further questions, please feel free to open a new topic.

Thread Starter rebeccaolson
(@rebeccaolson)

2 years, 7 months ago

Thank you – unfortunately, I feel like we keep going around and around. I have been trying to go to Analytics>Orders and filter by refunds to find the issue – I did that before I originally contacted you for help. Please see my original post, because it lists all the steps I’ve already taken. The issue is that when I go to Analytics>Orders I am getting an error on the date the refund occurred (April 24th) and it does not list the orders. Again, here is the screenshot of the error I’m getting:

https://imgur.com/a/Zn6Z0ig

I do see the totals at the top – just not the orders. I can search for other time periods and the report shows correctly, showing the individual orders with refunds. I have gone through each order on April 24th and do not see a refund on any order.

So again, Analytics> Orders show reports correctly for all other days of the year, but on April 24th, I get the error in the screenshot above regardless of what filter I do or do not use. I cannot find this $4 refund in the orders for that day. It is possible this is related to the Woocommerce Point of Sale system/plugin, since April 24th was a Farmer’s Market day.