If an order you know about isn't in Reports or the accounting CSV, work through these checks in order. Each one covers a common reason an order doesn't show.
Reports doesn't list single orders on screen. Its tabs add orders up by day, item, event, form or buyer. The accounting CSV is the one place with a row for each order, so it's the easiest place to look for a specific order number. See Export your sales as an accounting CSV.
1. Check the date
Reports counts each order on the day it was placed, which is when its first payment or deposit went through. The date of the event doesn't matter.
For example, preorders placed in June for an October signing count in June. If you look at Last 30 days in October, they aren't there.
Widen the date range, or choose Lifetime to go back to your first order.
Balance payments, installments and refunds made later stay on the day the order was placed.
2. Check the timezone
Reports uses your device's timezone to decide where each day starts and ends. An order placed close to midnight can land on the day before or after the one you expect, especially when you travel or when someone on your team works in another timezone. To check, move each end of your date range out by a day.
3. Check the filters
The channel chip: if it shows anything other than All channels, only that channel counts on Overview, Sales, Products and Shipping, and in the export.
The profile chip: if you picked a pen name, orders on your other pen names' forms are left out. The chip only appears when you have 2 or more profiles.
The tab's own filters: Products has All / Books / Bundles / Merch, Search titles and All events. Events has Search events, All countries and All / Upcoming / Past. These stay applied when you change the dates. If the list is empty, select Clear filters.
The export follows only the filter bar: the date range, channel and profile. It ignores the tab you're on and that tab's own filters, and it always includes every currency. Before you download, check the Dates and Channel rows in the Export accounting CSV window, and the Profile row if you picked a pen name.
4. Check the order status
Reports counts paid, partially paid (deposits and payment plans), delivered, partially refunded and refunded orders, plus canceled orders that took a payment or a refund. It leaves out:
Orders still waiting for payment, for example after a payment was declined. If the buyer pays later, the order appears on the day it was placed.
Canceled orders that never took any money.
Open or abandoned carts. A cart only becomes an order once the buyer pays, or checks out at $0.00.
A fully refunded order still counts. It stays in Orders and Gross sales, and its Net earnings drop to $0.00.
5. Check the tab
Each order belongs to one channel, set by the form it was placed on. Overview, Sales, Products and Shipping show every channel unless you pick one. The other tabs each show part of your sales:
Events: preorder and ticket forms attached to an event. A wholesale form attached to an event isn't here.
Direct: forms that aren't attached to an event and aren't wholesale.
Wholesale: every wholesale order, including wholesale forms attached to an event.
Tickets: ticketed events, not orders. Each event row shows the event's whole life, whatever the date range. Upcoming lists every event that hasn't ended yet, and Past lists events held in the date range.
Products never lists tickets, and a copy sold inside a bundle counts on the bundle's row, not the book's. Deleted events aren't listed on the Tickets tab, though their ticket money still counts in the figures at the top. The Events tab keeps them, marked Deleted event.
6. Check the page and search
The Products, Events, Direct and Wholesale lists show 25 rows a page. Use the page numbers or Next under the list, or sort by another column.
Search titles on Products matches item titles only, not order numbers, buyer names, authors or ISBNs. Search events matches event titles.
The All events picker on Products lists only events with sales in the date range, and it's hidden when the channel is Direct sales or Wholesale.
On the Tickets tab, the Past card shows the latest 8 events. Select Show all under it to see the rest.
Still missing?
Send us a message with the order number, the date range and filters you used, and the tab you checked. We'll look into it for you.
FAQ
I know I sold something last week, but it's not in Reports. Why?
Check the date the order was placed first. A preorder placed weeks before the event counts on that earlier day. Then check the channel and profile chips, and whether the order is still waiting for payment.
Why isn't last weekend's event on the Events tab?
The Events tab lists events with orders placed in the date range. If buyers ordered well before the event, widen the range or choose Lifetime. Also check that All is selected rather than Upcoming, and that no search or country is set.
An order shows on my order form but not in Reports. Why?
Open the order and check its status. Orders waiting for payment, and canceled orders that never took money, aren't counted. If it's paid, check the date it was placed and your filters. An order on a form attached to an event is on the Events tab, not Direct.
Why is an order missing from my export?
The export uses the date range, channel and profile from the filter bar, and the same order rules as the tabs. Check the Dates, Channel and (if shown) Profile rows before you download. Tab filters, such as an event search, don't narrow the file.
Why can't I find an order on the Products or Events tab?
Those tabs add up items and events, so orders aren't listed one by one. Download the accounting CSV for the same dates and look for the order in the order_number column.