Tendlio decides whether an order counts as a sale by its status, and every sales figure uses the same list of statuses. Unless you change it, the list holds Completed, Processing and On hold, plus any status another plugin marks as paid.
What counts, and what never does #
- The list means orders you’re going to fulfill. It doesn’t say whether you’ve been paid. Cash on delivery comes in as Processing with nothing paid yet, and a bank transfer waits in On hold until the money lands.
- Five statuses never count: Pending payment, Failed, Cancelled, Refunded, and the draft WooCommerce keeps while a checkout is still open. They never appear in the list, so you can’t tick them.
- Refunds: A partial refund comes off your revenue on the day you issue it, and the order still counts. An order you refund in full changes to Refunded, so it leaves your figures.
- Review requests follow their own rule. They wait until you mark an order Completed, whatever the list says, because an order that counts as a sale may not have shipped yet.
Change which orders count #
The list is on Settings → General, in the section Which orders count as a sale. The section appears when your store has orders on hold, or statuses another plugin adds. If you don’t see it, your store has neither, so there’s nothing to choose.
- Open Tendlio → Settings → General, and scroll to Which orders count as a sale.
- Under Counts as a sale, tick the statuses that mean an order you’re going to fulfill, and untick the rest. Statuses another plugin adds carry a custom tag.
- Click Save settings.
- A message says Saved. Re-scan to apply it to your scores. Click Re-scan now next to it to update the numbers you already have, or wait for the weekly analysis.
Reports that read your orders directly, such as Reports → Revenue, count the new list as soon as you save. Numbers from the last analysis, such as selling pace, forecasts, your scores and your customer groups, change after the next analysis. Until then, the pages that show them say Some numbers on this page may be out of date.
Once you’ve saved the list, Tendlio counts exactly the statuses you ticked. If another plugin adds a status later, that status doesn’t join on its own, even when the plugin marks it as paid, so tick it once it appears in the list.
If you untick every status and save, Tendlio keeps Completed ticked, because with no status counted, every sales figure would show zero.
Should On hold count? #
Bank transfers wait in On hold until the money arrives. If your transfers often go unpaid, untick On hold. You can also leave it ticked and cancel the orders that never pay. WooCommerce doesn’t cancel an On hold order on its own, and once you cancel one, it drops out of your numbers.
If another plugin adds its own statuses #
A status another plugin adds counts on its own when that plugin marks it as paid, until you save your own list. Any other status doesn’t count until you tick it.
When orders sit in a status another plugin added and Tendlio doesn’t count, a notice at the top of the Dashboard gives the number of those orders and names up to three of the statuses. Click Review statuses in the notice to open the list, then:
- If those are orders you ship, tick the statuses and click Save settings.
- If a fraud or spam plugin parks suspicious orders there, leave them unticked and click Save settings.
Either way, saving stops the notice. It comes back only when a new status appears with orders in it. The × on the notice hides it for you alone.
If you switch off the plugin behind a status you ticked, the status stays on the list, ticked, with the note “The plugin that adds this status isn’t active right now. We keep counting it until you untick it.”
Why WooCommerce Analytics can count other orders #
WooCommerce Analytics counts every status except the ones under Excluded statuses, on Analytics → Settings: Pending payment, Cancelled and Failed, unless you’ve changed them. Refunded orders always count there. So a status another plugin adds counts in WooCommerce Analytics until you exclude it, and in Tendlio only once it’s on Tendlio’s list. My numbers don’t match WooCommerce Analytics covers the other differences.
Why Tendlio keeps a list of what counts #
A status Tendlio doesn’t know could mean anything: an order that’s been shipped, one that’s waiting for payment, or one a fraud plugin has set aside. If Tendlio counted every new status, a fraud plugin’s orders would land in your revenue, selling pace and forecasts. So a new status stays out until it’s on the list, and the Dashboard asks you about it instead.
Additional resources #
- My numbers don’t match WooCommerce Analytics
- How and when to re-scan your store: when your existing numbers pick up a change.
- Selling pace (Sales/mo)
- What your customer segments mean: which orders go into your customer groups.
Frequently asked questions #
Does Tendlio count cash on delivery orders? #
Yes. They come in as Processing, or as On hold when the order includes a download, and both count unless you change the list. The list is about orders you're going to fulfill, not about whether the money has arrived.
Why doesn't Tendlio count my custom status automatically? #
It counts a custom status on its own only when the plugin that adds it marks it as paid, and only until you save your own list. Any other status waits until you tick it, and the Dashboard tells you when orders sit in one.
Do I need to re-scan after changing the list? #
Reports that read your orders directly change right away. Selling pace, forecasts, your scores and customer groups change after the next analysis, so click Re-scan now in the message after you save, or wait for the weekly one.