Hi Rico,
I hear your frustration. Switching to the new Analytics can be a bit of a maze, especially when the old reports suddenly stop working.
Regarding the old reports vs. Analytics:
The legacy reports (WooCommerce → Reports) were deprecated with WooCommerce 4.0 in March 2020 and no longer receive updates. This could explain why they’re not showing data properly on your newer stores. The system has moved to the newer Analytics section.
If your Analytics isn’t showing correct sales numbers, this is often due to data synchronization problems. Here’s what you can try:
- Go to WooCommerce → Status → Tools and look for “WooCommerce Analytics data synchronization”. Run it to refresh your data.
- Clear any caches on your site, including the WooCommerce Analytics cache
- Make sure Order Attribution tracking is enabled in your settings
The Analytics section does have a learning curve, but it provides much more detailed and accurate reporting than the old system. You can find comprehensive guidance in this documentation: https://woocommerce.com/document/woocommerce-analytics/.
Let me know how it goes!
Thread Starter
Rico
(@nascas)
Thanks for your reply.
But I have the same plugin version on all sites, how come here’s not working?
Seems like I don’t have the sync option?
Cache was cleared. No luck.
Order attribution is enabled.
https://postimg.cc/w1rBf5LY
PS: New analytics does not show orders which are still “open” or unresolved (waiting for payments). So if you don’t manually set them to “finished” the analytics does not show them. This isn’t quite user friendly.
Hi there,
By default, Pending or Failed order details don’t appear in WooCommerce Analytics reports. Only orders with statuses such as On Hold, Processing, and Completed are included in the analytics.
Since you mentioned your other sites are showing the data but these two sites are not, to assist you further could you please share a video recording showing:
- The issue you’re experiencing on the affected sites, and
- How it appears on the sites where it’s working fine? For video, you may use https://loom.com
This will help us better understand the difference and guide you more accurately.
Thread Starter
Rico
(@nascas)
Well, orders on hold are not showing (yellow label).
What should I record? It’s pretty straightforward. Other sites are showing data and these two are not.
Nothing special to see.
Printscreen isn’t sufficient?
Hi there!
Yes, please share a screenshot of the issue to show what appears in Analytics → Orders. I have tried to replicate that issue on my test site and I can yellow lebal appear fine with hold orders as showni n this screenshot: https://go.screenpal.com/watch/cTQoIdnoJgl. Also, even if clearing the cache by going to WooCommerce > Status > Tools and running the Clear Analytics Cache tool does resolve the issue, after clearing the cache, try re-importing historical data. Let us know if that work for you
Soince you mention other sites showing correct data cudl yplease confrim wile you are using same plugins on both sites?
Also,I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:
- System Status Report which you can find via WooCommerce > Status
- Fatal error logs (if any) under WooCommerce > Status > Logs.
Please use https://pastebin.com/ or https://gist.github.com/ and share a link to that paste in reply here. Once we have more information, we’ll be able to assist you further.
Thread Starter
Rico
(@nascas)
Hi,
Importing didn’t help.
Yes, sites are pretty much the same. Same theme provider 90% of the plugins are the same. I have also disabled plugins to check for possible intereference. Did not help.
Images attached. Orders and Buyers in Analytic section.
https://ibb.co/4gD9tq1s
https://ibb.co/q3BqBJKp
No errors are found.
Here’s the Status report: https://pastebin.com/pCTXQ4rQ
Hi @nascas,
Thank you for sharing the screenshots and the system status report. That helps give a clearer view of what’s happening. I checked on my end as well and noticed that some orders with the On-Hold status weren’t showing, which led me to dig a bit deeper into possible causes.
There’s a setting under Analytics → Settings where you can choose which order statuses should be included in your reports. Please double-check there to ensure that the right statuses are enabled as “actionable,” and also confirm that none of the statuses you want to track are being excluded.
If everything looks correct and the issue still persists, I’d recommend trying the Import Historical Data feature again under Analytics settings. When you run the import, make sure to select the option to skip previously imported customers and orders. This will help refresh the data without creating duplicates.
Let us know how this goes, and we’ll continue from there if needed.
Thread Starter
Rico
(@nascas)
I tried every checkmarks and the result does not change.
Now none of the checkmarks are checked. Which means all the orders should be visible, right?
That was the first thing I tried.
Like I said, the import historical data did not yield any results.
But let’s not try to fix the new Analytics. I’d be more than happy with the old one!
Thread Starter
Rico
(@nascas)
One more thing: I just found the third shop does not show the old reports.
All three sites are on the same server.
But can this even have an effect on the WC behaviour?
I tried changing the PHP version but that didn’t help either.
Hi @nascas,
Thank you for getting back and providing further clarification. Regarding the excluded statuses, if they are checked, they will be excluded from the totals in your reports. So if none are checked, all statuses should be visible in your reports.
Your observation about the server is interesting, and I’d like us to perform a test. Could you try moving a copy of the site that isn’t working to a different server — for example, the server where it does work, or even to a subdomain or separate directory — just for testing purposes?
You can use plugins like WP Migrate Guru to make the transfer easier, or try moving a copy to a local environment. After moving it, check the reports again, as some servers may be causing interference with the reporting functionality.
Thread Starter
Rico
(@nascas)
Hi,
It’s fixed.
I contacted hosting provider. They said there wasn’t a checkmark for the option “enable compabilty mode”. That was most likely true since I never activate this because Order Data Storage is always set to Legacy.
I checked other sites again and they all have HPOS disabled (and compatibility checkmark is NOT active) but the Reports are working normally.
Now, I’m 100% sure this option was greyed so I couldn’t select to HPOS and than resync the orders.
Secondly, the Analytics is still not showing orders “on hold”. Even worse, total sell number includes returned orders too.
-
This reply was modified 8 months, 2 weeks ago by
Rico.
Hi @nascas,
Thank you for getting back. I’m not quite sure I understand your last response, so I’d appreciate some clarification.
You mentioned that you contacted your hosting provider and the issue was fixed, but also said that analytics is still not showing orders on hold, and that the total sales number includes returned orders. Could you confirm if, on the sites where analytics works correctly, HPOS is enabled or disabled? And on the site where it isn’t working, do you have HPOS disabled? Your response seemed a bit conflicting, so I’d like to be sure I understand correctly.
Also, regarding the test I previously asked you to run — have you had a chance to do it, and what was the outcome?
Thread Starter
Rico
(@nascas)
Sorry for the misunderstanding. Not a native speaker. 😉
After hosting provider intervened – the old reports are now working normally.
Now all my sites are working as they should. Interestingly, the three sites that were not working yesterday, now have HPOS enabled (along with compability mode).
If I disable the HPOS and uncheck the compatibility mode – it still works. So the provider must have echanged something. I’m guessing the MySQL version or something. Because this didn’t make sense yesterday. Just three sites on the same server weren’t showing Reports.
I didn’t performed the test yet since everything is working. It’s too time consumimg. I’m glad the old reports are working and I hope they will work for a long time. Because newer Analytics is too confusing and like we discussed here – it’s not working correctly. :/
Pheeww @nascas, thank you for the clarification.
I’m glad to hear the reports are now working across all your sites even when HPOS is disabled — that’s great news. Regarding the new analytics feeling a bit confusing or not working exactly as you’d like, that’s understandable. Transitioning from the legacy system to something new can feel overwhelming at first, but with time you’ll get more comfortable with it.
If there are specific features or improvements you’d like to see in the new analytics, you can share your suggestions with the development team here: http://woocommerce.com/feature-requests/woocommerce-analytics/ — if they get enough votes, they may be considered.
You can also report issues or start discussions directly on GitHub here: https://github.com/woocommerce/woocommerce/issues and https://github.com/woocommerce/woocommerce/discussions.
In the meantime, if you found the quick responses and guidance in the forum helpful, we’d really appreciate it if you could take a moment to leave us a review here: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/#new-post
Thread Starter
Rico
(@nascas)
The problem is that the people managing the stores almost never mark orders as “completed” and leave them in “on hold” status. They check the payment, ship the product, and that’s it. As a result, the analytics remain completely empty in such cases. In my opinion, that’s a major fail.
Review sent, thank you for your support!
