Incorrect Returns Data in Analytics

Hi @sultan912

I understand that WooCommerce analytics is showing incorrect returns for certain days and this seems to be happening after updating WooCommerce to the latest version and clearing the WooCommerce analytics cache.

1. Could you please navigate to WooCommerce > Status > Logs and from the dropdown on the right side, please see if there are any logs starting with the words fatal-error?

2. Can you tell us if the same happens when you deactivate all other plugins (except WooCommerce) and change the theme to the default Storefront?

* Here’s the conflict test guide for reference: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

You can do this using the Health Check plugin. It has a troubleshooting mode in which only you can see changes when you deactivate/activate your theme/plugins. Visitors on the site will not see any change. You can read more in this guide: https://docs.woocommerce.com/document/troubleshooting-using-health-check/.

Hello @margaretwporg,

1- There are no fatal errors on the dates analytics were checked.

2- Yes, the same issue still happened after I deactivated all the plugins except WooCommerce, and switched to the storefront theme.

@sultan912

Are you using the old reports under WooCommerce > Reports? If yes, that report is being deprecated and may malfunction.

It’s recommended you use the new analytics report as shown in the screenshot below:
https://snipboard.io/AJM74q.jpg

@oaoyadeyi

No, I am using the new analytics report. The issue seemed to occur after updating WooCommerce to the latest version, and clearing the analytics cache though, so I am not sure where the incorrect returns data is coming from.

Hi @sultan912!

Did you clear the analytics cache in WooCommerce > Status > Tools > Clear analytics cache?

If you already tried that, and the issue persists, please try Reimporting Historical Data in Analytics > Settings, and check again.

If it is not working, check under WooCommerce > Status > Scheduled Actions to see if any stuck processes are preventing the updated information from being imported.

Let us know how it goes for you!

@judagutor

The problem occurred after clearing the cache in the first place, and I do not want to risk running into further issues by clearing it again.

I attempted reimporting historical data several times on different servers, but the problem persists.

One strange thing I noticed is that orders get repeated in analytics whenever we refund them through our payment gateway directly. For example, there was an order that was made on the 15th of February, which the customer was refunded for as you can see bellow:

https://i.postimg.cc/76m9MhNQ/Capture-1.png

The price in the image above excludes taxes and shipping fees. However, after refunding the customer through our payment gateway directly on the 21st of February, another entry got created with the same order number, but the refund amount shown in it includes both taxes and shipping fees:

https://i.postimg.cc/0Nr7RnGZ/Capture1-1.png

Hello,

That’s odd,

To take a better look at this issue, 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”.?

Let us know, thank you.

@ihereira

Please check it bellow

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### Templates ###

Overrides: Cup/woocommerce/archive-product.php
Cup/woocommerce/cart/cart.php
Cup/woocommerce/checkout/cart-errors.php
Cup/woocommerce/checkout/form-billing.php
Cup/woocommerce/checkout/form-checkout.php
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Cup/woocommerce/global/quantity-input.php
Cup/woocommerce/loop/orderby.php
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Cup/woocommerce/myaccount/form-login.php version 3.5.0 is out of date. The core version is 4.1.0
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### Action Scheduler ###

Complete: 40,354
Oldest: 2022-02-02 08:51:50 +0300
Newest: 2022-02-24 16:20:55 +0300

Failed: 7
Oldest: 2021-08-16 17:04:36 +0300
Newest: 2022-01-20 07:38:00 +0300

In-progress: 1
Oldest: –
Newest: –

Pending: 14
Oldest: 2022-02-24 16:24:59 +0300
Newest: 2022-03-03 11:09:35 +0300

### Status report information ###

Generated at: 2022-02-24 16:23:27 +03:00

Hi @sultan912,

Thanks for sharing with us your system status report.

when clearing the WooCommerce analytics cache, the statuses of the actual orders automatically change to refunded.

This is indeed a bit strange and I could not replicate the issue you’re describing on one of my test sites running with WordPress, WooCommerce and the default Storefront theme.

Can you enable debugging in WordPress to see if an error will be logged next time this occurs that can give you hints on what may be causing this issue? Follow the steps here for debugging in WordPress:

https://github.com/woocommerce/woocommerce/wiki/Using-WP_DEBUG_LOG-to-log-errors

Also, it would be a good idea to clear the Autoptimize plugin cache. It seems it can’t be done in the plugin settings directly so you may want to use custom code or a plugin as recommended on their FAQs:

https://www.ads-software.com/plugins/autoptimize/#my%20cache%20is%20getting%20huge%2C%20doesn%27t%20autoptimize%20purge%20the%20cache%3F

Let us know how it goes.

Also, it would be a good idea to clear the Autoptimize plugin cache.

for the record, Autoptimize does not do any page caching, it only caches optimized static JS/ CSS.

It seems it can’t be done in the plugin settings directly so you may want to use custom code or a plugin as recommended on their FAQs:

That’s a misunderstanding I’m afraid; AO does not automatically purge it’s own cache (for many a reason) but it does have a top-bar menu from which you can trigger a cache purge and on the settings page there’s a “save options & clear cache” button ??

We’ve not heard back from you in a while, so I’m marking this thread as closed. Hopefully, the above info was helpful.

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

I have the same bug and it is sad.
Because in woocommerce analitcs showing refund that doesn’t exists.
Check screenshot.
If i click on orders and there is no any orders like this, checking all orders manually.
I’m programmer i clear cache and Import historical data and nothing help.
This bug also exists in woocommerce reports.
https://i.postimg.cc/52HS8bwg/image.png
https://i.postimg.cc/QdpV2zss/image2.png

Hi @iamcrazymaster

Please create a new thread so we can take a look separately:
https://www.ads-software.com/support/plugin/woocommerce/#new-topic-0