Common Issues
This page explains common issues merchants may encounter while using ReportWisp and how to understand or resolve them.
Most ReportWisp issues are related to one of the following areas:
- Store data sync
- Shopify permissions
- Historical data access
- Report filters
- Date range selection
- Missing or unavailable store data
- Export or scheduled report settings
- Payment, payout, dispute, gift card, inventory, or POS data availability
ReportWisp depends on the data available in your Shopify store and the permissions granted during installation. If a report looks incomplete, empty, delayed, or different from what you expected, the issue is usually caused by data availability, filters, sync status, or store configuration.
1. Data Sync Is Still in Progress
What this means
ReportWisp is still fetching and preparing your store data.
Before reports can be generated, ReportWisp needs to sync store data such as orders, customers, products, variants, inventory, transactions, refunds, payouts, gift cards, disputes, and other reporting data.
Why this happens
This usually happens when:
- ReportWisp was installed recently
- The initial store data sync has just started
- Your store has a large number of orders, products, customers, or transactions
- Historical data is being prepared for reporting
- A report is being opened before the sync has completed
What you may see
You may see a message such as:
Data Sync in Progress
Syncing your store data
Hang tight! ReportWisp is fetching your latest store details and preparing your reports. This usually takes 2–5 minutes.
What to do
Wait until the sync is complete.
For larger stores, data sync may take longer than a few minutes depending on the amount of available data.
If the sync remains in progress for an unusually long time, contact ReportWisp support.
Contact support with
- Store name
- Shopify store URL
- Approximate time since installation
- Screenshot of the sync screen
- Whether this is the first sync or a later sync
2. Data Sync Failed
What this means
ReportWisp could not complete the store data sync.
When this happens, reports may not be available yet or may show incomplete data.
Why this happens
A data sync may fail because of:
- Temporary Shopify API issues
- Store permission problems
- Large data volume
- Interrupted sync process
- Payment, inventory, gift card, or POS data access limitations
- Internal sync processing error
- App installation or authentication issue
What you may see
You may see a message such as:
Data Sync Failed
We couldn't complete your store data sync. Our team has been notified and will manually review the issue to restart the sync. For urgent assistance, please contact support@reportwisp.com.
What to do
You do not need to trigger the sync manually.
The ReportWisp team is notified when sync failures happen. Our team will review the issue and restart the sync manually if required.
Contact support with
- Store name
- Shopify store URL
- Screenshot of the error
- Time when the issue appeared
- Whether reports were previously loading or this happened during first setup
3. Reports Are Not Loading
What this means
A report page is not displaying report data, charts, tables, or KPI cards.
Why this happens
Reports may not load if:
- Data sync is still in progress
- Data sync failed
- The selected date range has no matching records
- Filters are too narrow
- Required permissions are missing
- The report depends on data not available in your store
- The report is temporarily processing
- There is a temporary connection issue
What to do
Check the following:
- Confirm that data sync is complete.
- Refresh the report page.
- Select a broader date range.
- Clear filters and reload the report.
- Check whether the report category applies to your store.
- Contact support if the report still does not load.
Example
If you open the Disputes & Risk report but your store has no available dispute records, the report may appear empty or show no matching data.
4. Report Shows No Data
What this means
The report loaded successfully, but no report records were found for the selected view.
Why this happens
This may happen when:
- The selected date range has no matching data
- The report filters exclude all records
- The store does not use the feature related to that report
- The report depends on a permission or data source that is not available
- The selected status, channel, product, location, or customer filter has no matching records
What to do
Try the following:
- Expand the date range.
- Clear all filters.
- Check whether the report applies to your store setup.
- Review another related report category.
- Contact support if you believe data should be available.
Examples
- Gift Card reports may show no data if your store has not issued gift cards.
- POS reports may show no data if your store does not use Shopify POS.
- Dispute reports may show no data if no disputes exist for the selected period.
- Inventory reports may show no data for products that do not track inventory.
5. Data Looks Incomplete
What this means
Some report data is visible, but certain values, rows, columns, charts, or categories appear missing.
Why this happens
Incomplete data can be caused by:
- Ongoing sync
- Missing Shopify permissions
- Limited historical access
- Store data not available for the selected period
- Products without inventory tracking
- Orders without customer records
- Transactions without fee or payout details
- Payment data not available from the store's payment setup
- POS, gift card, payout, or dispute data not enabled or available
- Filters excluding part of the data
What to do
Check:
- Whether sync is fully complete.
- Whether you selected the correct date range.
- Whether any filters are applied.
- Whether the store has the related data in Shopify.
- Whether the report requires a specific store setup or permission.
Contact support if
The data exists in Shopify but does not appear in ReportWisp after sync completion.
6. Historical Data Is Missing
What this means
Recent reports may show data, but older orders or long-term trends are missing.
Why this happens
ReportWisp may need access to orders older than 60 days to generate complete historical reports, long-term sales trends, customer insights, revenue comparisons, and period-over-period analytics.
If historical order access is not granted or is still being processed, older data may not appear.
What to do
Check whether ReportWisp was granted the required historical order access during installation.
If access was granted recently, allow time for historical data sync to complete.
Why historical data matters
Historical data helps ReportWisp provide better:
- Sales trends
- Customer behavior reports
- Product performance reports
- Revenue comparisons
- Repeat customer analysis
- Refund trend analysis
- Monthly, quarterly, and yearly reporting
7. Numbers Do Not Match Another Report or Export
What this means
A number in ReportWisp may not exactly match another dashboard, Shopify view, spreadsheet, accounting export, or third-party app.
Why this happens
Reporting differences can happen because different systems may use different:
- Date ranges
- Time zones
- Order statuses
- Payment statuses
- Refund handling
- Discount calculations
- Tax handling
- Shipping inclusion or exclusion
- Gross sales vs net sales logic
- Created date vs processed date
- Currency or presentment currency logic
- Filter settings
- Data refresh timing
What to do
Compare the report settings carefully.
Check:
- Date range
- Time zone
- Filters
- Included order statuses
- Included refund values
- Whether discounts, shipping, taxes, and fees are included
- Whether the comparison source uses gross sales, net sales, total sales, or payout amount
Best practice
Always compare reports using the same date range, same filters, and same metric definition.
8. Date Range Shows Unexpected Results
What this means
The report is working, but the selected time period shows more, fewer, or different records than expected.
Why this happens
Date range differences may be caused by:
- Selected date range
- Store time zone
- Order created date vs processed date
- Refund date vs original order date
- Payout date vs transaction date
- Gift card issued date vs redemption date
- Dispute initiated date vs finalized date
- POS transaction timing
- Delayed payment or payout processing
What to do
Check which date field the report is based on.
For example:
- Orders Reporting may be based on order creation or processed date.
- Refunds & Reversals may be based on refund date.
- Payout Reconciliation may be based on payout date.
- Disputes & Risk may be based on dispute initiation or finalization date.
- Gift Cards may be based on issue, update, expiry, or transaction date.
If the result still looks incorrect, contact support with the report name and selected date range.
9. Charts or KPI Cards Look Empty
What this means
The report table may contain records, but charts or KPI cards appear empty, zero, or unavailable.
Why this happens
Some visualizations require specific values to be present.
For example:
- Sales trend charts need date-based order data.
- Inventory value charts need inventory quantity and cost-related data.
- Channel charts need source or channel information.
- Customer retention charts need customer-linked orders.
- Payout charts need payout records.
- Dispute charts need dispute records.
- Gift card charts need gift card balances or transactions.
What to do
Check whether the underlying data exists for the selected date range and filters.
If tables show records but charts remain empty, contact support with a screenshot.
10. Export Is Not Available
What this means
The export button may be hidden, disabled, or unavailable for a report.
Why this happens
Export availability may depend on:
- Your ReportWisp plan
- Report type
- Report loading status
- Data availability
- File format support
- Temporary export processing limits
- Permission or access configuration
What to do
Check:
- Whether the report has loaded completely.
- Whether your plan includes exports.
- Whether the selected report supports export.
- Whether filters or date ranges return data.
- Whether the export format is supported.
If the issue continues, contact support.
11. Export File Is Empty or Missing Rows
What this means
The exported CSV or XLSX file downloads, but it contains no rows or fewer rows than expected.
Why this happens
This may happen because:
- The selected report view had no data
- Filters were applied before export
- Date range was too narrow
- Some rows were excluded by report logic
- Export was generated before the report fully loaded
- The report has row limits based on plan or format
- Data sync was incomplete when export was created
What to do
Before exporting:
- Confirm the report table contains the expected data.
- Clear unnecessary filters.
- Expand the date range.
- Wait for the report to finish loading.
- Export again if available.
If the export still looks incomplete, contact support with the report name and exported file.
12. Report Generation Request Failed
What this means
ReportWisp could not submit or process a report generation request.
Why this happens
This may happen because:
- The report service is temporarily unavailable
- Store data sync is incomplete
- The selected report has no matching data
- Required permissions are missing
- The report request timed out
- There is a temporary system issue
What you may see
You may see a toast notification such as:
Report generation request failed. Our team has been notified and will review the issue.
What to do
Wait for the issue to be reviewed or contact support if the report is urgent.
Include the report name, date range, and screenshot of the issue.
13. Report Takes Too Long to Generate
What this means
A report is taking longer than expected to load or generate.
Why this happens
Report generation time can be affected by:
- Large date ranges
- High order volume
- Large product catalog
- Many customers or transactions
- Complex filters
- Heavy report categories such as line item, payout, inventory, or customer reports
- Ongoing data sync
What to do
Try:
- Selecting a shorter date range.
- Removing unnecessary filters.
- Waiting for the report to complete.
- Opening a smaller report view first.
If the report continues to take too long, contact support.
14. Orders Reporting Looks Incomplete
What this means
Orders, order totals, fulfillment status, payment status, or channel data may appear incomplete.
Why this happens
Orders Reporting may be affected by:
- Historical order access not granted
- Orders outside the selected date range
- Filters excluding some orders
- Draft orders being included or excluded
- Financial status differences
- Fulfillment status differences
- Shopify order updates not synced yet
- Orders without customer records
- Channel or source data unavailable
What to do
Check:
- Date range
- Financial status filter
- Fulfillment status filter
- Channel/source filter
- Whether historical access is enabled
- Whether sync has completed
15. Order Line Item Analytics Looks Incomplete
What this means
Product, variant, vendor, discount, quantity, or line-item data may be missing or incomplete.
Why this happens
Line item reports may be affected by:
- Product or variant records changed after the order
- Deleted products or variants
- Missing vendor or product type information
- Orders outside the selected period
- Gift card line items
- Discount allocation differences
- Fulfillment or refundable quantity changes
- Refunds connected to specific line items
What to do
Check the product, variant, vendor, and date filters.
If a product was deleted or changed in Shopify, historical line-item reporting may show limited product metadata.
16. Refund Reports Look Different Than Sales Reports
What this means
Refund numbers in Refunds & Reversals may not match sales report adjustments exactly.
Why this happens
Refund reports may be based on refund activity date, while sales reports may be based on original order date.
Differences may also come from:
- Partial refunds
- Full refunds
- Refund adjustments
- Shipping refunds
- Tax refunds
- Gift card refunds
- Manual refunds
- Refunds processed in a different period than the original order
What to do
Compare the same date basis before reviewing differences.
If needed, review:
- Refunds & Reversals
- Orders Reporting
- Order Line Item Analytics
- Payments & Transactions
17. Product or Inventory Reports Look Incomplete
What this means
Product, variant, stock, inventory quantity, inventory value, or vendor data may appear missing.
Why this happens
Inventory-related reports may be affected by:
- Inventory tracking disabled
- Products without variants
- Missing SKU values
- Missing unit cost data
- Deleted or archived products
- Inventory not assigned to locations
- Location data unavailable
- Stock quantities not available for certain products
- Filters excluding product groups
What to do
Check your Shopify product and inventory setup.
Review:
- Whether inventory tracking is enabled
- Whether SKUs are present
- Whether products are assigned to locations
- Whether unit cost is available if inventory value is expected
- Whether product, vendor, or location filters are applied
18. Customer Reports Look Incomplete
What this means
Customer counts, repeat customer data, retention reports, customer value, or customer location data may be missing or incomplete.
Why this happens
Customer reporting may be affected by:
- Guest checkout
- Orders without linked customer records
- Missing customer email or profile data
- Customers created outside the selected period
- Deleted customer profiles
- Date range selection
- Filters by location, tag, order count, or spend
- Historical data access limitations
What to do
Check:
- Date range
- Customer filters
- Whether orders are linked to customer profiles
- Whether guest checkout is common on your store
- Whether historical data sync has completed
19. Sales Channel or Attribution Data Is Missing
What this means
Channel, source, campaign, UTM, or referring site data may be missing or incomplete.
Why this happens
Attribution reports depend on source and tracking data available in Shopify.
Data may be missing if:
- UTM parameters were not used
- Referring site data is unavailable
- Orders came from direct traffic
- Channel information was not captured
- Campaign links were not tagged properly
- Apps or sales channels do not provide complete attribution data
- Filters exclude certain channels
What to do
Check:
- Whether campaigns use UTM parameters
- Whether the selected order period includes campaign traffic
- Whether the source/channel data exists in Shopify
- Whether filters are applied
Best practice
Use consistent UTM tagging for marketing campaigns to improve attribution reporting.
20. Payments & Transactions Reports Look Incomplete
What this means
Payment method, gateway, transaction status, transaction fees, or payment activity may appear incomplete.
Why this happens
Payment reporting depends on available transaction records and payment gateway data.
Data may be affected by:
- Payment gateway limitations
- Manual payment methods
- Pending transactions
- Failed transactions
- Authorization-only payments
- Refund transactions
- External gateway behavior
- Missing fee data
- Store permissions
- Date range based on transaction timing
What to do
Check:
- Payment gateway filter
- Transaction status filter
- Date range
- Whether transaction data exists in Shopify
- Whether the payment gateway provides the expected data
21. Payout Reconciliation Reports Are Empty or Incomplete
What this means
Payout amount, payout status, fees, adjustments, or reconciliation data may not appear.
Why this happens
Payout reporting may depend on Shopify Payments availability and payment account permissions.
Payout data may be incomplete if:
- Shopify Payments is not used
- Payout data is unavailable for the selected period
- Payout permissions are missing
- Payouts are pending
- Payouts are delayed
- The report date range does not match payout timing
- Payment gateway data is not connected to payout records
What to do
Check:
- Whether your store uses Shopify Payments
- Whether payouts exist for the selected period
- Whether the selected date range is based on payout date
- Whether required permissions are available
If payout records exist in Shopify but not in ReportWisp, contact support.
22. Gift Card Reports Are Empty
What this means
Gift card balances, issued value, redemption activity, or gift card status may not appear.
Why this happens
Gift Card reports may be empty if:
- Your store has not issued gift cards
- Gift cards are disabled
- Gift card data access is not available
- No gift cards match the selected status
- No gift cards were created in the selected period
- Gift card transactions are unavailable
- Filters exclude the available gift cards
What to do
Check:
- Whether gift cards are used on your store
- Gift card status filters
- Date range
- Whether gift card access is enabled
23. Dispute Reports Are Empty
What this means
Disputes, chargebacks, inquiries, dispute reasons, or dispute status may not appear.
Why this happens
Dispute reports may be empty if:
- Your store has no disputes
- Disputes are outside the selected period
- Shopify Payments data is unavailable
- Required payment permissions are missing
- Dispute status filters exclude records
- Dispute data is not available for your payment setup
What to do
Check:
- Whether disputes exist in Shopify
- Date range
- Dispute status filter
- Payment setup
- Whether required permissions are available
24. POS & Retail Operations Reports Are Empty
What this means
POS sales, tender transactions, staff activity, cash drawer activity, or device-level data may not appear.
Why this happens
POS reports may be empty if:
- Your store does not use Shopify POS
- POS data is not available for the selected period
- Staff or device data is unavailable
- Cash tracking is not enabled
- Required POS permissions are missing
- POS location filters exclude records
- There are no retail transactions in the selected period
What to do
Check:
- Whether Shopify POS is used
- POS location filters
- Staff filters
- Date range
- Whether cash tracking or tender data is available
- Whether required permissions are enabled
25. Inventory Location Reports Are Empty or Incomplete
What this means
Location-level stock, available quantity, on-hand quantity, committed quantity, or inventory value may not appear.
Why this happens
Inventory location reporting depends on product, variant, inventory item, and location data.
Reports may be incomplete if:
- Products are not assigned to locations
- Inventory tracking is disabled
- Inventory quantities are unavailable
- Locations are inactive
- SKUs are missing
- Unit cost is missing
- Location filters exclude records
- Sync has not completed for inventory data
What to do
Check:
- Active store locations
- Inventory tracking settings
- SKU availability
- Location assignments
- Selected location filters
- Product and variant setup
26. A Report Category Is Not Visible
What this means
A report category you expected to see is not visible in the app.
Why this happens
Report visibility may depend on:
- Your ReportWisp plan
- Store permissions
- Module availability
- Store data availability
- Payment setup
- POS usage
- Gift card usage
- ReportWisp feature rollout status
What to do
Check your current plan and available modules.
If you believe the report should be available, contact support.
27. Data Sync or Reports Stopped Updating
What this means
Reports were working earlier, but recent store activity is not appearing.
Why this happens
This may happen because:
- A scheduled sync has not completed
- A sync failed
- Store authentication changed
- App permissions changed
- Shopify API access was interrupted
- The app was reinstalled
- Store data volume caused delayed processing
- Temporary system processing issue
What to do
Check whether there is a sync status message in ReportWisp.
If recent data remains missing, contact support.
28. App Permission or Access Issue
What this means
ReportWisp may not be able to access required store data.
Why this happens
Permissions may be affected if:
- Required permissions were not approved
- App access changed after installation
- Store owner permissions changed
- Shopify admin user permissions are limited
- The app was uninstalled and reinstalled
- New report modules require additional access
What to do
Contact ReportWisp support if a permission issue is shown.
ReportWisp support may guide you through permission review or reauthorization if required.
29. App Was Installed but Reports Are Not Ready
What this means
ReportWisp was installed successfully, but reports are not available yet.
Why this happens
After installation, ReportWisp needs to:
- Verify the store connection
- Start data sync
- Fetch store data
- Process reporting tables
- Prepare dashboards
- Generate initial report views
What to do
Wait for the initial sync to complete.
If the sync fails, the ReportWisp team will be notified and review the issue.
30. App Was Reinstalled and Data Looks Different
What this means
After reinstalling ReportWisp, reports may look different from the earlier installation.
Why this happens
Reinstallation may cause:
- New permission approval
- New sync process
- Delayed historical data refresh
- Updated report logic
- Changed date ranges or filters
- Different module availability based on plan
- Temporary differences while sync completes
What to do
Wait for sync completion and review reports again.
If data still looks incorrect after sync completion, contact support.
31. Currency Values Look Different
What this means
Revenue, transaction, payout, refund, or gift card values may appear different than expected.
Why this happens
Currency differences may be related to:
- Store currency
- Presentment currency
- Multi-currency orders
- Payment gateway currency
- Payout currency
- Exchange rate timing
- Refund currency
- Gift card currency
What to do
Check which currency the report uses.
If your store uses multiple currencies, review whether the report is showing store currency, presentment currency, or payout currency.
32. Customer, Product, or Order Names Are Missing
What this means
Some rows may show missing names, deleted items, unavailable variants, or incomplete customer/product details.
Why this happens
This can happen when:
- A product was deleted
- A variant was deleted
- A customer profile was deleted
- An order was placed as a guest
- Historical records reference older data
- Shopify no longer returns full metadata for the record
- Sync has not fully updated the related object
What to do
Check the related record in Shopify.
If the record exists in Shopify but still appears incomplete in ReportWisp, contact support.
33. Table Columns Look Different Across Reports
What this means
Different reports may show different columns, fields, or metrics.
Why this happens
Each ReportWisp report is designed for a different business purpose.
For example:
- Orders Reporting focuses on order-level data.
- Order Line Item Analytics focuses on item-level product and variant data.
- Payments & Transactions focuses on payment-level data.
- Payout Reconciliation focuses on payout-level data.
- Inventory Locations focuses on location-level stock data.
- Customers & Retention focuses on customer behavior and customer value.
Because each report answers different questions, the columns and metrics may vary.
What to do
Use the report that matches your business question.
If you need help choosing the right report, contact support.
34. Report Filters Are Not Available for a Specific Field
What this means
You may expect to filter by a certain field, but that filter is not available in the report.
Why this happens
Filters depend on:
- Report category
- Available data fields
- Report design
- Plan availability
- Data source availability
Not every report supports every filter.
What to do
Use a related report where that field is available, or export the report data for further analysis if needed.
35. ReportWisp Seems Slower Than Usual
What this means
Report pages, filters, exports, or dashboards may take longer to load than expected.
Why this happens
Performance may be affected by:
- Large date ranges
- High store data volume
- Many filters
- Large exports
- Initial sync still processing
- Temporary service load
- Shopify API delays
- Browser or network issues
What to do
Try:
- Refreshing the page.
- Selecting a shorter date range.
- Reducing filters.
- Waiting for sync to complete.
- Trying again from a stable internet connection.
If performance remains slow, contact support.
36. Browser or Page Display Issues
What this means
The app page may not display correctly, buttons may not respond, or a report section may look broken.
Why this happens
This may be caused by:
- Browser cache
- Browser extension conflict
- Slow network connection
- Shopify admin session timeout
- Temporary frontend loading issue
- Outdated browser version
What to do
Try:
- Refreshing the page.
- Logging out and back into Shopify admin.
- Opening ReportWisp in another browser.
- Disabling browser extensions temporarily.
- Clearing browser cache.
- Contacting support if the issue continues.
37. Billing or Plan Access Issue
What this means
A feature, report, export, schedule, or module may not be available even though you expected it.
Why this happens
Feature access may depend on your active ReportWisp plan.
Billing or plan issues may happen if:
- The plan was changed recently
- The subscription is not active
- Shopify billing approval is pending
- A feature belongs to a higher plan
- The store is in a trial or free plan
- Plan permissions have not refreshed yet
What to do
Check your ReportWisp plan and billing status.
If your plan was updated recently, wait for the app access to refresh.
Contact support if the feature still does not appear.
38. Uninstall or Reinstall Questions
What this means
You may want to uninstall or reinstall ReportWisp.
What to know
If ReportWisp is uninstalled:
- ReportWisp will no longer sync new store data.
- Scheduled reports may stop.
- Report access may be removed.
- Plan access and billing behavior may follow Shopify app billing rules.
- Reinstalling may require a new data sync.
Before uninstalling
If you are uninstalling because of a report, sync, export, or setup issue, contact support first.
The issue may be resolvable without removing the app.
39. When to Contact Support
Contact ReportWisp support if:
- Data sync failed
- Data sync takes too long
- Reports do not load
- Data appears incorrect after sync completion
- Expected reports are missing
- Exports fail
- Scheduled reports are not received
- Payment, payout, dispute, gift card, POS, or inventory data appears unavailable
- You see a permission issue
- You are unsure which report to use
- You need help understanding a report result
Contact Support
Email: support@reportwisp.com
Include this information
When contacting support, include:
- Store name
- Shopify store URL
- ReportWisp plan, if known
- Report category or report name
- Date range used
- Filters applied
- Screenshot of the issue
- Error message, if any
- Whether the issue happened after installation, plan change, reinstall, or sync
- What result you expected to see
This helps the ReportWisp team investigate the issue faster.
Summary
Most ReportWisp issues are caused by sync status, permissions, filters, date ranges, plan access, or unavailable store data.
Before contacting support, it is helpful to check:
- Whether data sync is complete
- Whether the selected date range is correct
- Whether filters are too narrow
- Whether the store has the required data
- Whether the report is included in your plan
- Whether the report depends on payment, gift card, POS, inventory, payout, or dispute data
ReportWisp is built to help merchants get clearer visibility into store performance. If something does not look right, our support team can help review the issue and guide you toward the right report, setting, or next step.