Order Sales Report: Cancelled and Refunded orders still counted

[Ameet]

Howdy,
I finally understand that Awaiting Review tickets are basically Orders that are in the Pending Payment Order Status. So when you Complete those, it should go away and the order/tickets are finalized.

The problem we see is if you make the status Cancelled or Refunded, the Reports header (the part with the financial output, tickets sold, revenue etc) do not take it into account.

Cancelled Orders:
The Tickets sold do not change, and the Revenue reflected still includes that order. This is very confusing and seems that the report should be generated on the fly as to stay up to date with what happened. It is nice to see in the list that the status is Cancelled, but the total above does not reflect the true number of tickets sold.

Refunded Orders
This tickets sold do not change, and Revenue also does not reflect that money is no longer there. It would be nice to see a Refunded Line in the Order Sales report so that organizers would know and everyone is on the same page.

Checking if this is known and being address, we pretty much have to tell every organizer we work with that some orders got cancelled and a handful of times we’ve had to issue refunds but don’t reflect properly. We ended up going into Paypal to do the final account to double check which is less than ideal.

[George]

Hey @Ameet,

I really appreciate this detailed description of your issues; I’m sorry that they exist to begin with! But while I have found some bug tickets in our system tangentially related to these issues you describe, I haven’t found a comprehensive and complete description of them in the context of Community Tickets specifically.

I will make a bug ticket out of your reports here and that will be an immense help towards getting these issues resolved.

I’m sorry that there’s no immediate action here! Please let me know if you have any further thoughts on all of this or if there’s anything else I can help with in the meantime.

Sincerely,
George

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Leah]

Hello,

Thank you for reporting this issue. We weren’t able to get a fix for it into our upcoming release (4.1). However, please know that the problem is still on our radar and is ticketed within our system to be addressed in a future maintenance release. We’ll do our best to keep you posted when we are able to get a solution in place. Thank you for your patience while we improve and expand our plugins.

Best,
Leah

[Geoff]

Hey Ameet

Just wanted to follow up and let you know that we released version 4.1.1 last night and it included a fix for this issue. Please update to the latest version if you haven’t already and do let us know if you continue to see any issues from there. 🙂

Cheers and thanks for your patience while we worked on this!

Geoff

[Author]

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