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Why are transactions missing from Report Builder when I include Product Family?

Problem Statement

A RevenueStory Report Builder detailed report or CSV export lists fewer successful payments or transactions than you expect. The gap often appears only after you add Product Family fields (such as Product Family Name or External Price Point Name) to a report that already includes Payments or related invoice data.

  • Why does my Report Builder export understate payment totals?
  • Successful transactions appear in Chargebee but not in a custom RevenueStory report.
  • Reconciliation reports miss ad-hoc charge lines, or invoice totals look lower than expected, after you add Product Family fields.

Solution

Ad-hoc charges are added directly to an invoice and are not linked to an item price in your product catalog. When a report includes Product Family fields, Report Builder leaves out invoice lines that have no item price: a payment for an invoice with only ad-hoc charges disappears from the report, and a payment for an invoice that mixes catalog items with ad-hoc charges still appears but with lower totals. See Report Builder for how data sources are joined.

The Invoice Line Items data source is available only on RevenueStory Premium. On RevenueStory Standard, skip step 4: removing the Product Family fields brings the missing transactions back, but the report cannot show line-item descriptions.

To include ad-hoc charges in a reconciliation report and still see what each line was for, replace Product Family fields with Invoice Line Items fields:

  1. Go to RevenueStory > Report Builder, open the report, and click Edit Report. To start from scratch, click Build New Report and create a detailed report instead.
  2. Remove columns from the Product Family data source, including Product Family Name and External Price Point Name.
  3. Keep the Payments, Invoices, and Customers fields your reconciliation needs.
  4. Add Invoice Line Items > Description, plus any other Invoice Line Items fields you need. Description shows the charge name for both catalog items and ad-hoc charges. See Invoice Line Items for the available fields.
  5. Click Build Report. The report now includes payments for invoices with ad-hoc charges, and the row count and totals match the same report without Product Family. Download or schedule the report as needed.

Important Notes

  • An ad-hoc charge has no product family, so a report that groups or filters by Product Family leaves out ad-hoc charge lines.
  • Description can be blank for very old invoice lines. The row still appears in the report.
  • If totals still don't match after you remove Product Family, build a report with only Payments and Invoices fields to confirm the expected count, then add other data sources one at a time to find the one that changes it.
  • For persistent discrepancies, contact Chargebee Support.
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