Negative sales totals appearing in Shopify Analytics despite no recorded sales are reported by multiple merchants.
Examples: €-150 with 0 sales; -$120 around midnight; a $178.20 sale at 12:00am followed by a -$178.20 entry at 1:00am, leaving net $0, while the order shows a valid purchase at 12:29am and $175.05 scheduled for payout.
Likely causes flagged by support: refunds or chargebacks.
• Refund: returning money to the customer for a completed order.
• Chargeback: a bank-initiated reversal of a card transaction.
Key issue: In at least one case, Analytics shows a negative adjustment, but the order timeline/transaction history does not display a corresponding refund or chargeback, suggesting a reporting timing/adjustment discrepancy.
Actions/Guidance: A moderator removed a screenshot containing sensitive payment details and advised contacting the Shopify Help Center for account-specific investigation. Forum staff cannot access account data or confirm causes publicly.
Status: Unresolved/ongoing. Merchants are advised to check for refunds/chargebacks and contact support to identify the source of negative entries and reconcile Analytics with transaction history. Attachments (screenshot) were relevant to illustrate the discrepancy but were removed for privacy.
Hi, @Ronzo !
I’ve just removed the screenshot of the order timeline as it contained the type of card and last 4 digits, as well as the order confirmation number, and we don’t advise posting that information publicly. I’m not able to investigate further from here, but please contact our team via the Shopify Help Center if you haven’t yet. We’ll be able to look into the account details from there.