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  • Jamie Townsend 57 posts 257 karma points c-trib
    17 days ago
    Jamie Townsend
    0

    Hi team,

    My client has reported an issue with the Analytics, they are saying the total order values for a set period is incorrect. I've done some SQL and I can verify the figure you show in the backoffice. However the figure includes cancelled and refunded orders, which obviously my client wouldn't want.

    Is there a way to adjust the Analytics to only include completed orders?

    Many thanks,

  • Matt Brailsford 3688 posts 19399 karma points MVP 9x c-trib
    17 days ago
    Matt Brailsford
    0

    Hey Jamie,

    Hmmm, interesting. From what I can tell in our analytics repository it should only be fetching values for order with a payment status of Authorized or Captured. It shouldn't be including Cancelled or Refunded.

    Which report specifically is this that's wrong? Is it all of them? or just 1?

  • Jamie Townsend 57 posts 257 karma points c-trib
    17 days ago
    Jamie Townsend
    0

    Ahh - that could be the issue then, the payment is authorised so that is the status, but then I assume the customer has called and cancelled an order so they changed the order status to such. But the payment status has stayed as captured. Should they be doing something else? I dont see a way to change payment status?

  • Matt Brailsford 3688 posts 19399 karma points MVP 9x c-trib
    17 days ago
    Matt Brailsford
    0

    Ahhh, what payment provider are they using?

    Some payment providers allow refunding from the back office, or, if the payment provider has a webhook implementation it can update when it is notified that the payment is refunded from the paygment gateways end.

  • Jamie Townsend 57 posts 257 karma points c-trib
    17 days ago
    Jamie Townsend
    0

    The Worldpay one I made, we didn't do any refunding stuff with it. So it's all manual directly with Worldpay. Assume we need a way to manually update payment status then?

  • Matt Brailsford 3688 posts 19399 karma points MVP 9x c-trib
    17 days ago
    Matt Brailsford
    0

    Hey Jamie,

    Hmm, yea, or some level of webhook integration so that it updates when the payment status changes at the worldpay end.

  • Jamie Townsend 57 posts 257 karma points c-trib
    17 days ago
    Jamie Townsend
    0

    Ideally yes - I don't believe there is a webhook on this version of Worldpay though from what I can see. Would it be possible to hook into your event for saving the order status and then change the payment status ourselves?

  • Matt Brailsford 3688 posts 19399 karma points MVP 9x c-trib
    17 days ago
    Matt Brailsford
    0

    You could implement the Refund / Cancel methods on your payment provider and just have them update the order without pinging your payment gateway. You'd just have to make it clear that it's "just to reconsile refunded / canceled orders from worldpay".

    You'd need to enable those features too in the payment provider settings.

    Hope this helps

    Matt

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