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Can TrueROAS take refunds off my sales?

Turn on Subtract refunds from sales so refunded money comes off the order it belongs to, and your sales show what you kept.

Turn it on

  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 Subtract refunds from sales (Refunded money comes off the order it belongs to).
  4. You will see Refunds are now subtracted from sales. Turning it off shows Refunds are no longer subtracted from sales.

What changes

  • Each refund comes off the order it belongs to, on the day that order was placed. The channel and ad that got credit for the order lose the refunded amount too, so your ROAS reflects the money you kept.
  • A fully refunded order comes to 0, so it adds nothing to your sales. The Dashboard and the Ads Manager also leave it out of your order counts, such as the Total Orders card and the Conversion column.
  • In Order Flow and the Recent Orders card, a refunded order shows its amount after refunds, with a note such as (refunded $20). The order window in the Ads Manager keeps showing the full order total. See How do I see the orders and customer journey behind a campaign?.
  • With Exclude tax on orders and Exclude shipping on orders also on, your sales are product sales after refunds, without VAT and shipping. That is the same as Net sales in WooCommerce Analytics. See Does TrueROAS include tax and shipping in my sales?.

Good to know

  • The setting applies to the whole store, so everyone on the store sees the same numbers.
  • Only the store owner or an admin can change it. Everyone else sees a message saying so.
  • TrueROAS can only subtract refunds it has been told about.
  • For WooCommerce stores, TrueROAS only hears about refunds that refund the whole order. Partial refunds are not picked up automatically.
  • WooCommerce shows a refund on the day it was made. TrueROAS shows it on the day of the order, so a short date range can differ a little from WooCommerce.
  • The setting does not change what TrueROAS sends to Meta or other ad platforms.