Refunds not working in Categories and Products

  • Resolved Ryan

    (@updraft)


    5 years, 1 month ago

    The “Categories” and “Products” analytics screens do not account for refunds.

    For example, if I create an order for a $100 product in the category “Gadgets” that brings our net sales for Gadgets to $500 and then issue a refund of $100 for that product, it still shows $500 in the Categories analytics for the category Gadgets. It should have changed this to $400 since I refunded $100.

    It properly adjusts and shows the net sales on the Revenue analytics screen, taking into account the refund.

    The refund also shows up on the Orders analytics screen. In the table, the original order shows a status of Refunded and there is an additional record (row) with the same order number but no other data (Customer, Products, Items Sold, and Coupons are all blank).

    It seems like analytics is not realizing that the refund is applied to an item even though the refund was issued as a partial refund applied to the individual order item.

Viewing 5 replies - 1 through 5 (of 5 total)

  • Hi @updraft,

    Sorry for the wait on this reply! I am testing purchasing an item, refunding it, purchasing several items, then checking the analytics area – it shows correctly on all of the items purchased (over 10) and it accurately shows the refunded items too (3). The three items that were refunded were related to the Car category on the test site.

    In the Reports area, I show the total + refunded options:

    Reports

    In the Orders area, I refunded 3 of the 4 purchases I made related to Cars.

    Orders

    When I go to the Sales area and display per Category, it shows the correct amount of sales (minus the refunds) for the period:

    Sales by Car

    The Sales should only account for the Net, not the Gross (before refunds apply), as you have noted with saying it should show the $400 instead of the $500.

    Since it is not duplicating for myself, can you check with just the Admin plugin and WooCommerce active and see if it still shows? If it does, could you please share a copy of 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.

    I look forward to hearing back from you!

    Thread Starter Ryan

    (@updraft)

    Thanks for the reply @nixiack8. It looks like all of your screenshots are from the old Reports in Woocommerce. I’m referring to the new “Analytics” that is part of this WooCommerce Admin plugin.

    Jeff Stieler

    (@jeffstieler)

    Hello @updraft,

    What date ranges are you using for each report?

    Refunds are noted as separate items in the analytics tables on the date the refund was issued. If your date range doesn’t capture both the original sale date and the date the refund was issued, it may appear that the refund wasn’t account for.

    Thanks.

    Thread Starter Ryan

    (@updraft)

    We may have found the cause of this issue. It seems if the refund quantity field is left blank when issuing a refund, then the refund is not included in the “Products” and “Categories” analytics screens.

    Screenshot

    That makes sense, I guess, since the refund is not associated with a product. But I think it should default to 1 or trigger an error when quantity is left blank to avoid user error.

    Jeff Stieler

    (@jeffstieler)

    Hi @updraft,

    We may have found the cause of this issue. It seems if the refund quantity field is left blank when issuing a refund, then the refund is not included in the “Products” and “Categories” analytics screens.

    Ah yes, that makes sense. Great sleuthing!

    That makes sense, I guess, since the refund is not associated with a product. But I think it should default to 1 or trigger an error when quantity is left blank to avoid user error.

    I believe the quantity is optional for cases where you’re issuing a refund where you aren’t receiving a returned item (like a price matching discount, or minor product damage, etc).

    I’m going to mark this resolved. Don’t hesitate to create a new support thread if you experience any other oddities or issues with WooCommerce Admin.

    Thank you!

Viewing 5 replies - 1 through 5 (of 5 total)
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