FAQs

Answers to common questions about how WooCommerce data behaves once it reaches an Adriel dashboard.

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Why don’t my cancelled or on-hold orders show any revenue?

This is expected. Orders with a WooCommerce status of cancelled or on-hold are treated as unconfirmed: their order date, payment amount, and net sales are all reduced to zero, so they drop out of order counts, revenue metrics, and time-series charts. This matches WooCommerce’s own default reporting, which also excludes these statuses from store dashboards. Only confirmed orders (typically processing and completed) contribute to revenue. To see how orders are distributed across statuses, add the Order Status breakdown to a widget — the cancelled and on-hold rows appear there, but with zero revenue.

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Why can’t I pull WooCommerce orders older than 90 days?

The connector back-fills up to 90 days of order history when the data source is first connected, and requests for orders older than that window return nothing. Because Adriel caches the data, the longer the data source stays connected, the more historical data is stored — so coverage grows over time even though the initial import is capped at 90 days. Product catalog data is not subject to this 90-day window; it is refreshed separately. For the full refresh schedule, see the WooCommerce data reference.

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Why does my WooCommerce connection fail without HTTPS?

The connector authenticates with a consumer key and consumer secret sent as HTTP Basic Auth on every request to the store. Basic Auth transmits those credentials with each call, so the store must be served over HTTPS for the exchange to be secure — without it, authentication cannot complete and the connection fails during setup. The API keys only need Read permission. For step-by-step setup, see How to connect WooCommerce.

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Why are all my order values shown in a single currency?

Order and product prices are read in the store’s own currency, which Adriel detects from the WooCommerce settings when the data source is connected. Values are then converted to the currency configured on the teamspace or workspace so widgets can aggregate alongside other sources. Multi-currency reporting depends on the currency plugins installed on the WordPress site. If the store does not run one, WooCommerce records every order in its base currency, so Adriel receives and reports a single currency regardless of where the buyer was located.

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Why do some of my orders disappear when I use product-based metrics?

Product Order metrics (for example, Product Order Price Amount and Product Order Quantity) tie each order back to the specific product it contains. If a product has since been deleted from the catalog and can no longer be retrieved, the orders referencing it may not appear under those metrics. Order-level metrics such as Order Price Amount and Order Count are not affected, because they do not depend on the product catalog. Reports that need every order counted should rely on order-level metrics and use Product Order metrics only when a per-product view is required.

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How do refunds show up in my reports?

A refund is recorded as its own row rather than by editing the original order. The refund row carries a negative Order Net Sales value and a positive Order Refund Amount, while the original order keeps its full total. As a result, gross metrics such as Order Price Amount do not drop when a refund is issued. For revenue that already nets out refunds, report on Order Net Sales, which combines the positive order rows with the negative refund rows. Order Refund Amount on its own totals only the refunded value.

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