Troubleshooting

Import refused

Files are recognised by their column headers. A refusal means the headers matched nothing whatROI knows. The message lists the columns the file had.

• Use the file as whatnot made it. A spreadsheet re-save can rename columns.
• Check the size. Files over 25 MB are refused, so split by week.
• For a Show Report, keep the name live-<id>.csv. The show's id is only in the file name.

If a genuine whatnot file is still refused, send it to support@whatroi.com. whatnot may have changed a column.

Show missing orders

Orders appear in the weekly report for the week they completed, usually a few days after the show. Import next Monday's report and they'll join the right show. To see the whole night now, import its Show Report.

Profit too high

Almost always uncosted sales: the revenue counts but the stock cost doesn't. The show page and Decisions say how many. The costs queue clears them fastest.

Profit too low

Check these, in order:

• A lot's unit count is too low, so each sale carries too much cost. Fix the count and its sales are re-costed.
• The allocation rule gives cheap items a full share. Weighted by sale price usually fixes it.
• A cost was entered in the wrong unit, like a whole case's price against one pack.

Sales not matching items

Matching uses the SKU first, then the listing title. If your titles vary, give the product a SKU and put it in the listing. That fixes most matching problems.

Figures don't match payouts

Some gap is expected. whatROI counts orders on the day they were placed. whatnot's statement counts transactions on the day they completed. Import the Ledger first (boosts and payouts are only there), then reconcile the month on the Money page to find the line.

Best nights is empty

It uses only costed shows, and needs several on different nights. An uncosted show would report an impossible profit per hour and skew the average, so it's left out.

Still stuck

Email support@whatroi.com with the screen you were on and, if useful, the file. If we need to see your account, we'll ask you to turn on support access in Settings. Turn it off once it's sorted.