Why totals don’t match and how to fix it

Problem: BigCommerce API returns “too many” orders

When you query Orders fields (e.g., Order ID, Date Created, Order Total Ex Tax, etc.), BigCommerce returns all orders within the selected date range, without automatically excluding orders that are not completed.

This can cause mismatched totals compared to what you see inside BigCommerce, because BigCommerce’s UI often does not show / does not count some “incomplete” orders the same way in standard views or reports.

Typical example
A customer tries to checkout multiple times:

• Attempt 1 → payment not completed → order remains Incomplete

• Attempt 2 → Incomplete

• Attempt 3 → Incomplete

• Attempt 4 → payment succeeds → the “real” order is completed/paid

In the API export, you might see 4 orders and totals can be inflated, while in BigCommerce the UI will usually show only the relevant completed/paid order in common views.

Solution: Always include “Order Status” and filter

To align Catchr results with BigCommerce UI totals:

1. Add the field: Order Status

2. Filter your dataset to keep only the statuses you want to count (usually “completed/paid/shipped” depending on your business logic)

Recommended approach (most common)

Keep only “successful” order statuses such as:

• Awaiting Fulfillment

• Awaiting Shipment

• Awaiting Pickup

• Partially Shipped

• Shipped

• Completed

Statuses that often cause mismatches (commonly excluded)

• Pending

• Awaiting Payment

• Declined

• Cancelled

• Disputed

• Manual Verification Required

• (and any other non-final statuses depending on your accounting rules)

Note: “Refunded” / “Partially Refunded” can be included or excluded depending on whether you want gross sales or net sales.

Full list of possible BigCommerce Order Status values

BigCommerce orders can take the following statuses:

• Pending

• Awaiting Payment

• Awaiting Fulfillment

• Awaiting Shipment

• Awaiting Pickup

• Partially Shipped

• Completed

• Shipped

• Cancelled

• Declined

• Refunded

• Disputed

• Manual Verification Required

• Partially Refunded

Best practice for Catchr reports

If your report uses any monetary fields like:

• Order Total (Ex Tax / Inc Tax)

• Revenue

• Subtotal

• Any sales KPI

Always include Order Status in the extraction
Apply a status filter that matches your internal definition of a “valid” order.

This ensures totals match what your team expects from BigCommerce reporting.

Quick troubleshooting checklist

• Totals higher than expected? → You are likely including incomplete/unpaid orders.

• Order count too high? → Same cause: duplicate checkout attempts create multiple orders.

• BigCommerce UI and Catchr differ? → Add Order Status and filter.