Two Orders Missing “Sales” Info but Still Showing “Refund” Amounts

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.

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
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WP Version: 5.9
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: –
Language: en_US
External object cache: –

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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

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Additional Variation Images Gallery for WooCommerce – Pro: by Emran Ahmed – 1.2.7
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Currency: USD ($)
Currency Position: left
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Taxonomies: Product Types: downloadable (downloadable)
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Connected to WooCommerce.com: –

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Shop base: ? Page not set
Cart: #7 – /cart/
Checkout: #8 – /checkout/
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### Theme ###

Name: Storefront
Version: 3.9.1
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### Action Scheduler ###

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

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Newest: 2022-02-03 19:41:04 +0000

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Newest: 2022-01-30 18:44:08 +0000

### Status report information ###

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

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.

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

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,

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?

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.

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.

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.

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

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.