Help CenterHelp Center / Reports and insights · Concept
Fixes for a missing report, a refused download, an empty page and numbers that do not match.
| What you see | Why | What to do |
|---|---|---|
| No Reports menu | Your shop is not approved yet, its package has no reports, or your role has no report access | See Who can see reports |
| "This is not included in your shop's package." | The Lite, DM and Free packages have no reports | Ask support about your package |
| "You do not have access to reports." | Your role is not Shop owner, Shop Manager, Shop Sales Manager or Report Analyzer | Ask the shop owner |
| Gross margin or Stock value is missing | Cost tracking (and, for Stock value, stock tracking) is off, or your role may not see costs | Gross margin |
| "Only people who can see cost prices can open this report." | The owner's cost setting does not include your role | Stock control settings |
| "This feature is not switched on for your shop. You can turn it on in Settings." | Wastage needs stock tracking | The owner turns it on in Shop › Features. See Turn features on |
| Delivery collections is missing | Local delivery is off and no collections were recorded | Delivery Collections Report |
| "This report needs the … feature, which is not turned on for your shop." | A Trends report for returns, shipping, discount rules or GST registrations, opened in a shop that does not use the feature | See the table in Who can see reports |
| A plain 403 page on a customer insight | Only the Shop owner and Shop Manager open them. Customer lifecycle also allows the Shop Marketing Manager | Ask the shop owner |
| Message | Meaning |
|---|---|
| "No orders in this period. Try a longer range." | Sales insights found no orders |
| "Nothing to show for this period. Try a longer range." | A Trends report found nothing |
| "No result found" | A detailed report found nothing. Select more statuses or widen the dates |
| "Recording is switched off…" | A customer insight is not collecting data. See Where customers want delivery or What customers search for |
The detailed reports open on today with Order Placed and Preparing Order selected (the Products Report: Order Placed only). If you expected more, change the dates and the statuses. Date-range notices are explained in Detailed reports.
| Difference | Reason |
|---|---|
| Sales insights is lower than the sum of all orders | Sales counts delivered orders only |
| Top products is lower than Sales | Product reports add item price × quantity. Sales adds order totals, with delivery and tax |
| A detailed report differs from Sales insights | Check the status filter. Select Delivered only to compare |
| A cancelled order is not in a detailed report | The status filter has no cancelled option |
| Yesterday's late orders appear under today, or the reverse | Reports use your shop's time zone, not your computer's |
| An order delivered today is counted last week | Orders count in the period they were placed. Only the Delivery Collections Report goes by delivery time |
| A just-delivered order is missing | Sales insights and Trends keep their results for five minutes when the range includes today |
| Staff see lower figures than the owner | Staff assigned to specific locations see those locations only |
The rules behind all of these are in How the numbers are calculated.