An apparent error in the Total Sales Breakdown

Shopify Discussion

Topic summary

A Shopify user reports a recent change in how returns are calculated in the Total Sales Breakdown report. Previously, returns were subtracted from Gross Sales to calculate Net Sales, which the user considers logical.

Current Issue:

  • Returns now appear to be added to sales figures
  • This results in Net Sales being greater than Gross Sales
  • The user finds this counterintuitive, as returns shouldn’t count as revenue

Status:

  • Multiple support sessions with Shopify have not resolved the confusion
  • The user has provided a screenshot showing the unexpected calculation
  • No explanation has been given for why returns would be treated as positive revenue
  • The issue remains unresolved and the user is seeking clarification on this apparent reporting error
Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Recently, Shopify seems to have modified their method of calculating how returns affect daily sales. In the past, returns would be deducted from Gross Sales reducing Net Sales. Now, they add Returns making Net Sales greater than Gross Sales.

After multiple support sessions with them, I still don’t get why this is happening. How can returns be a positive resulting in Net Sales be larger than Gross Sales?

Screenshot 2025-04-09 080242.png
Screenshot 2025-04-09 080242.png1018×670 36.9 KB

2

Thank you for your input, but It makes no sense to add returns to sales. Even in that screen, Gross Sales appear, then Net Sales after Returns. I can’t understand why they would treat Returns as revenue. This also seems to be a recent change as, in the past, it appeared as desired.