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What counts as an order, a sale and a customer in every report, and how refunds, gift cards, exchanges and time zones are handled.
Sales insights, Trends, the dashboard tiles, the daily orders calendar and the Customers Report share one set of rules. The same period shows the same number wherever you look.
| Term | What it counts |
|---|---|
| Orders received | Every order except unfinished (abandoned) checkouts. Gift-card sales are left out |
| Completed | Delivered orders |
| Cancelled | Orders in the cancelled status |
| In progress | Received orders that are neither delivered nor cancelled |
Sales is the sum of the order total of delivered orders. That total:
An order counts in the period it was placed in, not the day it was delivered. The exception is the Delivery Collections Report, which goes by delivery time.
Cancelled orders add nothing to sales. Sales insights shows their value separately as the amount lost.
The Order, Order Items, Tally and Products reports are different: they list orders in the statuses you select, not delivered orders only. Select Delivered to compare them with Sales. See Detailed reports.
Trends reports about products and categories do not use the order total. They add up item price × quantity for delivered orders, without the delivery charge, shop charges or order discounts. A line removed while an order was modified is not counted. A variant is counted under its parent product's category.
So product sales and Sales for the same period are different numbers.
Refunds, Net sales and Return rate appear when returns are enabled for your shop, or when your shop has recorded refunds.
Selling a gift card is not a sale. It is money you owe in goods. Gift-card sales are left out of orders received and of sales, and the Order Report shows them in their own column.
The replacement order of an exchange is not counted as a new order, and its units are not counted as sold again. Only what the customer paid on top of the returned goods' credit is added to sales.
A customer is a person with an account. Point-of-sale sales to the shared walk-in account, and orders with no customer, still count as sales but not as customers. A new customer is one whose first order with your shop falls in the period.
All ranges and day, hour and weekday groupings use your shop's time zone. A date range covers whole days, from the start of the first day to the end of the last.
Reports use the same number of decimals as your invoices. Sums are rounded after adding up, not before.
Sales insights and Trends keep their results for five minutes when the range includes today, and for one hour when the range has ended. The detailed reports read your orders each time you select Filter.