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How do I hide free orders from my reports?

Turn on Hide free orders to leave out orders where the customer paid nothing, such as free downloads or free samples.

Turn it on

A free order is an order with a total of 0, for example a free download or a free sample. An order that was refunded later is not a free order, so this setting does not hide it. To take refunds off your sales, see Can TrueROAS take refunds off my sales?.

  1. Click General Settings at the bottom of the left menu and open the Store Settings tab.
  2. Under Reporting Settings, click Manage.
  3. Under Data Options, turn on Hide free orders (Leave out orders where the customer paid nothing, like free downloads).
  4. You will see Free orders are now hidden. Turning it off shows Free orders are now shown.

What changes

Free orders disappear from:

  • Order Flow, including order search, Export and Export all.
  • The Recent Orders card on the Dashboard.
  • LTV and Product Attribution.

It also changes who counts as a new customer. Without the setting, a customer whose first order was free is counted as returning when they later pay. With it on, their first paid order counts as a new customer.

Sales and order counts on the Dashboard and in the Ads Manager never include free orders, with or without this setting. In those numbers, the setting only changes which customers count as new, so it moves New Customers, NC Sales, NC ROAS, NC CPA, Blended CAC, New CPA and the New and Returning shares on the customers ring.

Update your past orders

Right after you switch the setting, a window asks Update your past orders too?

  • Click Update past orders to recount your past orders, so the new or returning customer count follows the setting for older orders too. While it runs, the switch is greyed out and the line Updating past orders: under it shows how many customers were checked and orders updated so far. You can keep using TrueROAS while it runs. When it is done you will see a message such as Updated 120 past orders, or Your past orders were already up to date when nothing had to change.
  • Click Only new orders to apply the change to new orders only.

If the update fails you will see Updating past orders failed. Turn the setting off and on to try again.

Good to know

  • The setting applies to the whole store, so everyone on the store sees the same orders.
  • Only the store owner or an admin can change it. Everyone else sees a message saying so.
  • Free orders are not deleted. Turn the setting off to see them again.
  • The setting does not change what TrueROAS sends to Meta or other ad platforms.
  • WooCommerce stores have a separate switch right under Hide free orders, Don't report free orders to Meta (Stop orders where the customer paid nothing from counting as purchases in your Meta ads. Needs the latest TrueROAS WordPress plugin.). It also applies to the whole store, and only the store owner or an admin can change it. You will see Free orders will no longer be reported to Meta, or Free orders will be reported to Meta again when you turn it off.