Support » Plugin: WooCommerce » Two Orders Missing “Sales” Info but Still Showing “Refund” Amounts

  • Resolved CarletonTorpin

    (@carletontorpin)


    I am having trouble with incorrectly-reported WooCommerce order data.

    When I ran a report on the Dec 2021 sales, I saw a significantly lower amount in the “Gross Sales” than should have been possible.

    Here is a screenshot of my Report from WooComemrce for Dec 2021.

    https://www.dropbox.com/s/s4bvtyg96ymwrx5/WordpressSalesDataReportDecember2021.jpg?dl=0

    I did some manual calculations by reviewing all the WooCommerce orders for the month of Dec 2021 marked as “complete”.

    By doing this, I was able to discover that there are two legitimate +$1,000 refunds showing up in the WooCommerce Report, but the initial income from those two refunds was not reported at all.

    Basically, it seems like WooCommerce is not tracking the income from these sales, but the report is still subtracting their refund amounts.

    How can I manually correct this incorrectly-reported sales information so that my WooCommerce Reports (and soon WooCommerce Analytics) is accurate and trustworthy?

Viewing 11 replies - 1 through 11 (of 11 total)
  • Plugin Support Margaret S. woo-hc

    (@margaretwporg)

    Hi @carletontorpin

    Thanks for sharing the screenshot.

    This kind of unusual behavior is usually caused by a conflict with your theme or with another plugin.
     
    The best way to determine this is to:

    • Temporarily switch your theme to Storefront
    • Disable all plugins except for WooCommerce
    • Repeat the action that is causing the problem

    If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

    You can test this out on a staging site using a plugin like WP Staging.

    Thread Starter CarletonTorpin

    (@carletontorpin)

    Thank you for your response, Margaret.

    I am using my staging server for all of the proceeding tests

    I have switched to Storefront theme.

    I have disabled all plugins except for WooCommerce.

    I re-visited the WooCommerce Reports and checked the Dec 2021 timeframe sales.

    The issue persists, and appears the same as before.

    Two orders show a refund amount, but the initial sale income for those orders is not reflected.

    I am pasting my system status below.

    `
    ### WordPress Environment ###

    WordPress address (URL): https://stagebilliards.wpengine.com
    Site address (URL): https://stagebilliards.wpengine.com
    WC Version: 6.1.1
    REST API Version: ✔ 6.1.1
    WC Blocks Version: ✔ 6.5.2
    Action Scheduler Version: ✔ 3.4.0
    WC Admin Version: ✔ 3.0.3
    Log Directory Writable: ✔
    WP Version: 5.9
    WP Multisite: –
    WP Memory Limit: 512 MB
    WP Debug Mode: –
    WP Cron: –
    Language: en_US
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    PHP Version: 7.4.26
    PHP Post Max Size: 100 MB
    PHP Time Limit: 3600
    PHP Max Input Vars: 10000
    cURL Version: 7.58.0
    OpenSSL/1.1.1

    SUHOSIN Installed: –
    MySQL Version: 5.7.36-39-log
    Max Upload Size: 50 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔

    ### Database ###

    WC Database Version: 6.1.1
    WC Database Prefix: wp_
    Total Database Size: 292.62MB
    Database Data Size: 221.67MB
    Database Index Size: 70.95MB
    wp_woocommerce_sessions: Data: 9.52MB + Index: 0.14MB + Engine InnoDB
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    ### Post Type Counts ###

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    br_filters_group: 12
    br_product_filter: 52
    custom_css: 3
    customize_changeset: 7
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    page: 245
    post: 15
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    product_variation: 595
    product-feed: 1
    rank_math_schema: 1
    revision: 380
    shop_coupon: 1
    shop_order: 2008
    shop_order_refund: 301
    soliloquy: 1
    sp_wps_shortcodes: 7
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    tcb_content_template: 71
    tcb_symbol: 77
    thrive_demo_page: 1
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    wc_product_table: 1
    wc_xml_feeds: 6
    wds-slider: 1
    wpautoterms_page: 1
    wpf_post_it: 2

    ### Security ###

    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔

    ### Active Plugins (1) ###

    WooCommerce: by Automattic – 6.1.1

    ### Inactive Plugins (50) ###

    Additional Variation Images Gallery for WooCommerce: by Emran Ahmed – 1.2.9
    Additional Variation Images Gallery for WooCommerce – Pro: by Emran Ahmed – 1.2.7
    Advanced Product Fields Extended for WooCommerce: by StudioWombat – 1.9.1
    Akismet Anti-Spam: by Automattic – 4.2.2
    Classic Editor: by WordPress Contributors – 1.6.2
    Duplicate Page: by mndpsingh287 – 4.4.8
    ElasticPress: by 10up – 3.6.6
    ELEX Hide WooCommerce Shipping Methods: by ELEXtensions – 1.1.3
    Extendons: WooCommerce & Light Speed POS Integration: by Extendons – 1.0.0
    Gravity Forms: by Gravity Forms – 2.5.5.1
    Gravity Forms Styles Pro: by Warp Lord – 3.0
    MC4WP: Mailchimp for WordPress: by ibericode – 4.8.6
    MC4WP: Mailchimp for WordPress Premium: by ibericode – 4.8.20
    Product Description on Shop Page: by KoalaApps – 1.0.1
    Product Slider Pro for WooCommerce: by ShapedPlugin – 2.7.3
    Rank Math SEO: by Rank Math – 1.0.81.1
    Rank Math SEO PRO: by Rank Math – 3.0.5
    Smart Manager For WooCommerce – Stock Management, Bulk Edit & more…: by StoreApps – 5.31.0
    Thrive Architect: by Thrive Themes – 3.6
    Thrive Automator: by Thrive Themes – 0.5
    Thrive Comments: by Thrive Themes – 2.2
    Thrive Product Manager: by Thrive Themes – 1.2.7
    TinyPNG – JPEG, PNG & WebP image compression: by TinyPNG – 3.3
    User Role Editor: by Vladimir Garagulya – 4.61.1
    Variation Swatches for WooCommerce: by Emran Ahmed – 1.1.19
    Variation Swatches for WooCommerce – Pro: by Emran Ahmed – 1.1.18
    WooCommerce Affirm Gateway: by WooCommerce – 1.1.10
    WooCommerce Authorize.Net Gateway: by SkyVerge – 3.6.2
    WooCommerce Dynamic Pricing & Discounts: by RightPress – 2.4.3
    WooCommerce Lead Time: by Barn2 Plugins – 1.5.3
    WooCommerce Print Invoices/Packing Lists: by SkyVerge – 3.11.4
    WooCommerce Product Reviews Pro: by SkyVerge – 1.15.4
    WooCommerce Putler Connector – Accurate Analytics and Reports for your WooCommerce Store: by putler
    storeapps – 2.10.0

    WooCommerce Shipment Tracking: by WooCommerce – 1.6.29
    WooCommerce Tab Manager: by SkyVerge – 1.12.2
    WooCommerce TM Extra Checkout Options: by themeComplete – 1.7.6
    WooCommerce TM Extra Product Options: by themeComplete – 5.1
    WooCommerce UPS Shipping: by WooCommerce – 3.2.36
    WooCommerce USPS Shipping: by WooCommerce – 4.4.67
    Woocommerce XML Feeds: by Spyros Vlachopoulos – 1.0.7
    WordPress Webp Converter: by XfinitySoft – 1.0.0
    WP AutoTerms: by WP AutoTerms – 2.4.9
    WP Cost Estimation & Payment Forms Builder: by Biscay Charly (loopus) – 10.1.26
    WP Crontrol: by John Blackbourn & crontributors – 1.12.0
    WPDash Notes: by WPFormation
    NicolasKulka
    WPServeur – 1.3.1

    WP Engine Smart Plugin Manager: by WP Engine – 5.10.1
    WP Rocket: by WP Media – 3.10.7
    YITH Infinite Scrolling: by YITH – 1.6.0
    YITH Infinite Scrolling Premium: by YITH – 1.5.2
    YITH WooCommerce Request A Quote Premium: by YITH – 3.1.3

    ### Dropin Plugins (1) ###

    advanced-cache.php: advanced-cache.php

    ### Must Use Plugins (6) ###

    Force Strong Passwords – WPE Edition: by Jason Cosper – 1.8.0
    WPE ElasticPress Autosuggest Logger: by WP Engine – 1.0.0
    WP Engine Cache Plugin: by WP Engine – 1.0.5
    WP Engine Seamless Login Plugin: by WP Engine – 1.5.5
    WP Engine Security Auditor: by wpengine – 1.0.10
    WP Engine System: by WP Engine – 5.0.1

    ### Settings ###

    API Enabled: –
    Force SSL: –
    Currency: USD ($)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: downloadable (downloadable)
    external (external)
    grouped (grouped)
    simple (simple)
    variable (variable)
    virtual (virtual)

    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)

    Connected to WooCommerce.com: –

    ### WC Pages ###

    Shop base: ❌ Page not set
    Cart: #7 – /cart/
    Checkout: #8 – /checkout/
    My account: #9 – /my-account/
    Terms and conditions: #1328 – /support/terms-and-conditions/

    ### Theme ###

    Name: Storefront
    Version: 3.9.1
    Author URL: https://woocommerce.com/
    Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
    WooCommerce Support: ✔

    ### Templates ###

    Overrides: –

    ### Action Scheduler ###

    Complete: 13,512
    Oldest: 2022-01-28 01:48:03 +0000
    Newest: 2022-02-01 03:36:02 +0000

    Pending: 2
    Oldest: 2022-02-01 03:41:54 +0000
    Newest: 2022-02-03 19:41:04 +0000

    Canceled: 16
    Oldest: 2022-01-30 18:44:08 +0000
    Newest: 2022-01-30 18:44:08 +0000

    ### Status report information ###

    Generated at: 2022-02-01 03:41:40 +00:00

    Plugin Support Igor H woo-hc

    (@ihereira)

    Hi there,

    Can you please check if there are any errors on the site?

    Error Log: Share a copy of any fatal error log found under WooCommerce > System Status > Logs (if available).

    Let us know, thank you.

    Thread Starter CarletonTorpin

    (@carletontorpin)

    I have navigated to the WooCommerce > System Status > Logs.

    There are many logs, but none say they are errors.

    Here’s a screenshot of the dropdown for that page:

    https://www.dropbox.com/s/zem124xm49n9je3/Screen%20Shot%202022-02-01%20at%207.39.27%20AM.png?dl=0

    Plugin Support André woo-hc

    (@chiape)

    Hi @carletontorpin! Thanks for touching base!

    If I understood you correctly, those refunded orders aren’t showing up on your Gross Sale report, is that correct?

    I am trying to confirm this because the Gross Sales report doesn’t include refunds, it also doesn’t include tax, shipping, and coupons.

    You can check this article from our documentation, right under the Definition of terms topic:

    https://woocommerce.com/document/woocommerce-analytics/

    If I’m not understanding you correctly, there’s no problem at all, share more details with us about the issue you’re facing and we’ll do our best to help you out!

    My very best,

    Thread Starter CarletonTorpin

    (@carletontorpin)

    The Gross Sales are not reflecting that there was any initial income from (at least) two orders, but it is still showing that those orders got refunded.

    Basically, the report is indicating that I’ve refunded money that I never received.

    This is factually incorrect, and I have the evidence from all the past “Completed” orders for the given month.

    When I add all the “completed” orders up for the month, manually, I am given a figure that is representative of the amount of money earned in the month.

    When I use the “Reports” feature, two of those orders are missing entirely in the Gross Sales total.

    Please refer to the circled area of this screenshot of my Report from WooComemrce for Dec 2021.

    There should be a Blue spike in the area where the refunds are given out, but instead it only shows refunds, with no initial income.

    https://www.dropbox.com/s/s4bvtyg96ymwrx5/WordpressSalesDataReportDecember2021.jpg?dl=0

    I’ve used WooCommerce and the WooCommerce Reports feature for many years and this is the first time I’ve encountered such a discrepancy in the accounting.

    I want to know if I can manually fix this discrepancy.

    Specifically, how I can I tell WooCommerce that these orders did generate income, rather than showing as only a refund?

    Plugin Support Igor H woo-hc

    (@ihereira)

    Hello,

    Thanks for following up with this.

    May I ask when you go to Analytics > Settings, are there statuses that are excluded?


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

    Let us know.

    Thread Starter CarletonTorpin

    (@carletontorpin)

    My Analytics > Settings look identical to the screenshot you sent.

    Here’s what mine are set to.

    https://www.dropbox.com/s/cr0smh0hbju5se5/Screen%20Shot%202022-02-02%20at%207.53.24%20AM.png?dl=0

    Do the “Analytics” Settings have any effect on the WooCommerce Reports option?

    I’ve been using the WooCommerce > Reports feature, but the Analytics feature also gives me erroneous data about my Dec 2021 sales figures.

    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi @carletontorpin,

    There should be a Blue spike in the area where the refunds are given out

    Can you check those orders and take a screenshot of the order notes? You can use https://snipboard.io/ to share a screenshot.

    This probably happens because on Dec 30 you’ve processed refunds but orders were completed on a different date.

    Cheers.

    Thread Starter CarletonTorpin

    (@carletontorpin)

    Thank you for you reply.

    The orders in-question were purchased and refunded on Dec 29th and Dec 30th, respectively

    I have pasted screenshots from both of the orders below:

    Dec 29th Order for $350-ish https://snipboard.io/EnyoQb.jpg

    Dec 30th Order for $1,400-ish https://snipboard.io/atFzXd.jpg

    Plugin Support Mirko P.

    (@rainfallnixfig)

    Hi @carletontorpin,

    Thanks so much for sharing those screenshots. I’ve performed some cross-testing to check the WooCommerce Reports functionality and this is what I found out.

    When your order is in the Processing Status the order amount will show under gross sales and net Sales in Reports > Orders (you will see a blue spike). But then when the order is refunded, gross sales and net sales values will be removed and you will only see a red spike for the refund.

    Now, I’m not sure this should be the default behavior and I’d suggest that you report your findings at our public GitHub repository for WooCommerce Admin.

    https://github.com/woocommerce/woocommerce-admin/issues/new/choose

    Create a new issue and fill out the requested information.

    There is a possibility that this is an intended feature but WooCommerce developers will be able to respond to your inquiry and let you know.

    Please note that since the release of WooCommerce 4.0 in March 2019, WooCommerce Reports are deprecated and they will not receive any further updates.

    Cheers.

Viewing 11 replies - 1 through 11 (of 11 total)
  • The topic ‘Two Orders Missing “Sales” Info but Still Showing “Refund” Amounts’ is closed to new replies.