The Dashboard Appears Empty
Cause 1: No B2B customers detected
This is the most common reason for an empty dashboard. Verify that your customers have B2B roles or B2B plugin meta assigned. See B2B Customer Detection for the full list of automatically detected roles and plugins. If you use custom roles, add them in the plugin settings. Ensure customers have the minimum number of completed orders required for the order-count fallback.
Cause 2: All customers are excluded
Open the plugin settings and review the Excluded accounts field. If all your B2B customers are listed here, the dashboard will appear empty.
Cause 3: History window too narrow
Open the plugin settings and change the Order history window to a larger value or All Time. If the window is set to a short period and your customers haven't ordered recently, they won't appear.
A Specific Customer Is Missing
Possibility 1: Not detected as B2B
Verify the customer's role matches one of the built-in B2B roles or that they have the expected B2B plugin meta. If you use a custom role, add it under Custom B2B roles in settings. See B2B Customer Detection for details.
Possibility 2: Account is excluded
Check the Excluded accounts setting to confirm the customer isn't listed there.
Possibility 3: No completed orders
Verify the customer has order history with the right status. Orders with status pending, cancelled, failed, or refunded don't count toward the dashboard.
Possibility 4: Guest checkout orders only
The dashboard tracks registered customers. If a customer placed all orders as a guest, they won't appear. Encourage account creation at checkout.
Possibility 5: Outside history window
If the customer's orders fall outside the configured Order history window, they won't appear. Increase the window or change it to All Time.
Classification Looks Wrong
Explanation 1: Thresholds don't match your business
Adjust the Active days and At-risk days settings to match your business cycle. See Customer Classification for how thresholds work.
Explanation 2: Range filtering doesn't affect classification
The range pills (30 Days, 90 Days, This Year, All Time) filter revenue and order counts but do not change classification. Classification is always based on the date of the customer's most recent order relative to the configured thresholds. This is expected behavior.
Explanation 3: Cache hasn't refreshed
Click the “Last updated: X minutes ago” link in the dashboard header to manually refresh the cache.
Revenue Doesn't Match WooCommerce Reports
This is usually expected. See Revenue Tracking for a full explanation of how revenue is calculated.
Common reasons for differences:
- The dashboard only includes B2B customers, not all customers.
- The dashboard deducts partial refunds from revenue.
- The dashboard only counts orders whose status matches your Revenue statuses setting (default:
completedandprocessing).
If the difference is dramatic and unexplained, check your B2B Customer Detection configuration.
Revenue Figures Look Wrong
The most common cause is the Revenue statuses setting. This controls which WooCommerce order statuses count toward dashboard revenue.
Check 1: Which statuses are selected
Open the plugin settings (gear icon in the dashboard header) and scroll to the Revenue statuses checkboxes. New installs default to Completed and Processing only. If your store relies on other statuses (such as On Hold) for revenue, select them here.
Check 2: Upgraded from an earlier version
Stores that upgraded from a version before the revenue statuses setting was added have Completed, Processing, and On Hold selected automatically to preserve pre-existing behavior. If you see on-hold revenue included and don’t want it, uncheck On Hold in settings.
Check 3: At least one status must be selected
If all statuses are unchecked, the plugin falls back to Completed only. This is a safety net, not a configuration option — select the statuses that represent real revenue for your store.
Dashboard Is Slow
Fix 1: Increase cache refresh interval
In settings, set the cache refresh interval to 6 hours or 12 hours. Longer intervals mean fewer database queries.
Fix 2: Narrow the history window
Reduce the Order history window to 1 or 2 years. Fewer orders to process means faster load times.
Fix 3: Check overall store performance
Customer Dashboard speed depends on WooCommerce database performance. Consider enabling HPOS if you haven't already, optimizing your database, or adding object caching (Redis, Memcached).
Cache Won't Refresh
Check 1: Using a caching plugin?
WordPress object caching plugins may interfere with transient cache. Clear your caching plugin's cache after refreshing the Customer Dashboard cache.
Check 2: Was the data already up to date?
If no orders changed since the last refresh, the dashboard will look identical after refreshing. Try placing a test order to verify the cache is updating.
Settings Won't Save
Check 1: Browser cache
Force-reload the settings page (Ctrl+Shift+R or Cmd+Shift+R).
Check 2: WordPress capability
Only users with the manage_woocommerce capability can save settings. Verify your user role has this permission.
Check 3: Server error logs
If saving fails silently, check your server's error logs and the WordPress debug log for clues.
Still Stuck?
If your issue isn't covered above, reach out to Kascado support and a team member will help you resolve it.