Support » Plugin: WooCommerce » Analytics Total Sales Data is Incorrect

  • Resolved Renan A. Diaz

    (@reandimo)


    Hi,

    Issue 1: we are experiencing a reporting issues on Analytics. The Total Sales figures for certain months are appearing different from what we recorded in the past. WC support mentioned we should perform a re-import of the historical data to resolve the issue but it did not fix it. Has anyone else experienced this issue or can help us with resolving it?

    Issue 2: Another thing we noticed is that shipping values on the analytics reports are showing as returns for orders paid with a custom Store Credit Feature which shouldn’t be the case. https://share.getcloudapp.com/12uL1dmb

    Thanks.

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Mirko P. woo-hc

    (@rainfallnixfig)

    Hi @reandimo!

    Issue 1

    Can you also clear Analytics cache in WooCommerce > Status > Tools?

    To confirm, in which Analytics section did you find that figures don’t match? For reference, this is the total sales formula.

    https://woocommerce.com/document/woocommerce-analytics/#analytics-basics__definition-of-terms

    Issue 2

    Refunded shipping charges appear as negative values in the shipping summary numbers and columns respectively. There is no mention of store credit being credited to the customer’s account after refunding shipping charges.

    * https://woocommerce.com/document/woocommerce-refunds/
    * https://woocommerce.com/document/woocommerce-analytics/#analytics-basics__refunds

    We suggest isolating the issue by deactivating all plugins except WooCommerce and switching to a default theme like Storefront.

    Test shipping charges refunds and, if you don’t see the same behavior, that means it’s coming from your theme or most likely from another plugin.

    Reactivate the theme first and check again. Then, go on and reactivate your other plugins one by one, testing after each, until you find the culprit.

    You can find a more detailed explanation on how to do a conflict test here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/.

    Cheers.

    Thread Starter Renan A. Diaz

    (@reandimo)

    Hi @rainfallnixfig

    Thanks for the quick response, I did and reimported the data multiple times with cleared cache, and the issue persists, what I don’t understand is why the shipping is shown as a return in the analytics with orders paid with store credit, the only thing the store credit does is to reduce the total amount of the order by a given amount.

    P.D. All the orders of the previous screen capture have the status “completed”, they’re not refunds.

    Any ideas of what it could be?

    Thanks.

    Plugin Support Mirko P. woo-hc

    (@rainfallnixfig)

    Hi there,

    Thanks for getting back to us!

    Did you follow the advice above on running a conflict test and checking if the total sales figures in Analytics are still off? Can you provide a screenshot of the current figures and what the expected values should be?

    Please note that there is no default feature in WooCommerce core to pay orders with store credit. If you’re using a plugin for that functionality you may want to get in contact with the plugin author to get further assistance and see if the issue you report is related to the plugin.

    For the total sales, if the issue persists, could you share any error logs found in WooCommerce > Status > Logs as well as your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Cheers.

    Thread Starter Renan A. Diaz

    (@reandimo)

    Hi @rainfallnixfig

    Yes, I did, I tested the analytics without my current theme and disabled all the plugins and the numbers still do not match according to the client’s previous records.

    Example:

    Dec 2021
    What it should be: https://share.getcloudapp.com/8Lu0jrqB
    What is showing: https://share.getcloudapp.com/o0uGgmGY

    Sep 2020
    What it should be: https://share.getcloudapp.com/qGuOdvBj
    What is showing: https://share.getcloudapp.com/E0uybrmY

    About the Store Credit issue, no worries my biggest concern is the total sales numbers that are not matching.

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    Version: 2.1.0
    Author URL: https://www.successagency.com
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    ### Action Scheduler ###
    
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    Oldest: 2022-05-16 23:22:03 -0400
    Newest: 2022-06-01 14:31:32 -0400
    
    Complete: 48,206
    Oldest: 2022-05-10 21:35:16 -0400
    Newest: 2022-06-10 11:19:04 -0400
    
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    Newest: 2024-05-24 02:29:35 -0400
    
    ### Status report information ###
    
    Generated at: 2022-06-10 11:19:48 -04:00
    
    Plugin Support Igor H woo-hc

    (@ihereira)

    Hello,

    Thanks for sending this information.

    Pending: 1,481

    The site is registering a lot of pending actions, I’ve seen the plugin https://wordpress.org/plugins/wp-crontrol/ is installed on your site, you can use it to check if the pending actions are in order, or if this is affecting the site performance.

    Also, can you please provide the following, please send a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

    Thank you.

    Plugin Support Igor H woo-hc

    (@ihereira)

    We haven’t heard back from you in a while, (I think that at this point you have been able to find a solution) so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

    Thank you.

    Thread Starter Renan A. Diaz

    (@reandimo)

    Hi Igor sorry for the delay, currently we are resolving the discrepancy with sales issue with support.

    But I want to ask about my other issue, the negative net sales because I can’t find a solution and I’m not sure if that is the correct behavior of the plugin. The thing is that when I do a discount of 100% (tested with 3 different store credit plugins) to an order including shipping and taxes, when I go to Analytics the Net Sales column is shown with a negative amount (Shipping + Taxes).

    I know that the formula to calculate the Net Sale is “Gross Sale – Taxes – Shipping” but I can’t tell if this column should be negative if I apply a coupon with a 100% of discount on the order.

    Hope you could help me. Thanks.

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