Learn where reports are located in the new Reporting layout, troubleshoot missing or different numbers, and understand Shopify reporting data.
The new Reporting layout organizes reports into category tabs, making it easier to find revenue, orders, customers, inventory, and other reporting data. Use the section search bar to quickly locate a report or section.
FAQs
Where can I find reports?
Each Reporting category has four KPI tiles at the top, followed by collapsible sections. You can use Expand All or Collapse All to open or close every section.
To quickly find a report:
- Go to Reporting.
- Use the search bar in the Reporting tab bar.
- Enter the report or section name, such as Sell Through, Packer, or Coupons.
- Select the matching section.
The search bar works across the Reporting tabs, so you don't need to know which category contains the report.
Where did my report go?
Reports that were previously displayed on Reporting → All may now be located under different category tabs.
Some common locations include:
- Customers: Customer metrics, signups, first-time purchasers, customer credits, and platform breakdowns.
- Orders & Returns: Order metrics, demand signals, returns and refunds, and Packer Overview.
- Revenue: Revenue and costs, taxes, payment methods, coupons, and Revenue by Order Source.
- Inventory: Inventory, Best Selling, Mystery Items, Waitlist, Sell Through, Favorites, and Aged Inventory.
- CSV: Instant Reports and CSV Downloads.
- Analytics: Include some charts from the ‘old’ analytics and monthly tabs.
- CS Payments: CS Payments.
- Revenue Share: Disco.
Can I still use my old Reporting bookmarks?
Yes. Existing bookmarks such as /admin/reports/top-offenders and /admin/reports/sell-through still load.
The Reporting tab bar highlights the parent category for the report instead of displaying the old Reporting → All layout.
Where did the Facebook, Instagram, Online Store, Admin, POS, Mobile App, SMS, and Product List tabs go?
The individual per-channel and per-source tabs have been removed.
Use Insights for channel and source analysis, or use Revenue → Revenue by Order Source to break revenue down by where the sale came from.
What is Revenue by Order Source?
Revenue by Order Source is available on the Revenue tab. It lets you break revenue down based on where the sale came from without leaving the Revenue page.
What is the +Shopify badge?
The +Shopify badge appears when the Include Shopify Data toggle is enabled, for sections where Shopify data affects the reported numbers.
The badge is only a visual indicator. It cannot be clicked and does not change the reporting data by itself.
How do I know if Shopify orders are included in my reporting?
Check whether the +Shopify badge appears next to the number.
- +Shopify badge shown: The number includes synced Shopify orders.
- No badge: The number includes CommentSold orders only.
You can also check the Include Shopify Data toggle in Reporting.
Why is my revenue or customer number different from before?
If the shop uses MSM Shopify order sync, the new Reporting layout allows synced Shopify orders to be included or excluded using the Include Shopify Data toggle.
This can cause revenue, customer, and related totals to differ from the old Reporting tabs. Shops that don't sync orders from Shopify should generally see their numbers line up with the previous reporting.
Why is my Shipping Cost lower than before?
Shipping Cost now includes only shipping labels created and processed through CommentSold.
Shipping labels generated outside CommentSold, such as Redo labels, are not included in the Shipping Cost amount.
Does excluding external shipping labels affect fulfillment counts?
No.
Orders using externally generated shipping labels are still fulfilled through CommentSold and continue to appear in:
- Packages Fulfilled
- Packer Overview
- Other fulfillment counts
- Only the shipping dollar amount is affected.
Why is Gross Profit higher than I expected?
If the shop generates shipping labels outside CommentSold, those label costs are not included in Shipping Cost.
This can result in a lower Shipping Cost and, consequently, a higher Gross Profit than the shop saw previously. Fulfillment counts are not affected.
Troubleshooting
A report appears to be missing
Try this first:
- Go to the Reporting tab.
- Use the section search bar.
- Search for the report or section name.
- Open the matching section.
The report may have moved to another category rather than being removed.
If you still can't find it, check whether the report was genuinely removed. The following were removed from Reporting:
- Online Store
- Admin
- POS
- Mobile App
- SMS
- Product List
Use Insights or Revenue → Revenue by Order Source where applicable.
Reporting numbers look higher than expected
If the shop uses MSM Shopify order sync:
- Check whether Include Shopify Data is enabled.
- Look for the +Shopify badge next to the affected number.
- If the badge is displayed, synced Shopify orders are included.
- If the badge is not displayed, the number is based on CommentSold orders only.
- This is the first thing to check when a reporting number looks higher than expected.
Product revenue doesn't match the old Reporting page
If the shop uses MSM Shopify order sync, check Include Shopify Data.
The new reporting layout lets the shop control whether synced Shopify orders are included. The old Reporting layout did not separate the two sets of orders in the same way, which can cause differences between old and new figures.
What should I do if a report fails to load?
If a report does not load, try selecting a smaller date range and loading the report again.
If the report still does not load, contact Support for assistance.
Shipping Cost doesn't match previous reports
Check whether the shop creates shipping labels outside CommentSold.
Shipping costs from externally generated labels, including Redo labels, are not included in the new Shipping Cost figure. The affected orders will still appear in fulfillment and packer counts.
Packer or fulfillment numbers look incorrect
If the issue is with the number of fulfilled orders or packages, external shipping labels should not affect those counts.
Orders fulfilled through CommentSold continue to appear in Packages Fulfilled, Packer Overview, and other fulfillment counts, even when their shipping label was generated outside CommentSold.
Quick support checklist
When a shop reports an issue with the new Reporting layout:
- Can't find a report? Use the Reporting search bar first.
- Report moved? Check the relevant category tab.
- Old bookmark? Confirm that the existing report URL still loads.
- Number looks different? Check Include Shopify Data and the +Shopify badge.
- Shipping Cost looks lower? Check whether labels were generated outside CommentSold.
- Fulfillment count looks wrong? Remember that external shipping labels affect the shipping cost, not fulfillment counts.
- Looking for channel/source reporting? Use Insights or Revenue → Revenue by Order Source.