The Orders drill down in your Analytics Overview dives into an overview of subscription revenue split up by orders. You can view specific breakdowns of the total orders by status, the rejection reasons when orders fail, and the automatically recovered revenue.
Filter and sort your data
Every chart, table, and view listed in this article can be filtered and modified to better suit your preferences. Use the controls on the top right to adjust:
- What product(s) to use for metrics
- Adjust the date range
- Group by days, weeks, months, or years
Understanding order flow
Automatic order retries
If an order fails because of payment-related issues, Ordergroove will automatically retry the order for you a number of times based on your store settings. As an example, if you have retries set so that Ordergroove will retry a failed payment three times, with a two-day interval, a retry schedule would look like this:
- Order sent for placement, and is rejected due to credit card over limit: January 1st
- 1st retry: January 3rd
- 2nd retry: January 5th
- 3rd and final retry: January 7th
During this process, the order has a status of Retry until it ultimately succeeds or fails. This is why you'll notice a lag on your recovery rate charts, because Ordergroove hasn't retried those orders yet. The total amount recovered and rejected will continuously change during the retry period while orders make their way to their final state.
Orders sent for placement
1 - Orders Key Metrics
The key metrics widget is an overview of your subscription program. There are two metrics displayed:
- # Orders sent for placement: The total number of orders Ordergroove sent to your eCommerce platform for placement over the set time frame.
- Successful Orders: The number of orders that were successful on the first try. These orders are complete and will not move onto any other stages like rejected or recovery.
The placement chart displays the total number of orders sent for placement, broken up by day.
2 - Overall orders chart
An overview of all orders sent out for placement over a set time frame. The orders are split into:
- Successful on Initial Attempt
- Rejected
- Retries from Payment Rejection: These orders are still pending retry. They will eventually end up in either Rejected or Successful Recovery.
- Successful Recovery
3 - Overall order metrics
The Overall order metrics table displays the data used in the Overall orders chart above. The key difference is the Retries from payment rejection column. It's dynamic, and over time the orders will filter out into either Successful recovery or Rejected as they are retried for the second and third time.
This is why the metrics displayed under Retries from payment rejection will dwindle down to zero over the course of the retry period. The number of orders in Successful on initial attempt, Rejected, Retries from payment rejection, and Successful recovery will always add up and match Total placed.
Rejection Rate
1 - Rejection Key metrics
The rejection key metrics widget displays four high-level metrics:
- % Rejection Rate: The percentage of orders rejected relative to all orders sent for placement over the time frame.
- Payment Issues: Issues related to payment details such as credit card info, over-limit, or billing address.
- Order Creation Issues: Issues related to your store, for things like inventory.
- Technical Issues: Issues on the Ordergroove platform.
The rejected orders chart displays the daily % of orders that have been rejected compared to the total number sent for placement. The grey line indicates orders in the retry process and that can be still be rejected or recovered. The grey line can change day to day. The blue line represents the final rejection rate after all orders complete the retry flow and will not change.
2 - Rejection rate chart
Displays the rejection rate over time. In general, the rejection rate will be a little lower the closer you get to today's date. This is because retries are still happening. As the days go on, if some of those retries fail, then they will count as rejected and show up in this chart.
The grey line indicates orders still in the retry process and might be recovered or rejected.
3 - Payment rejection metrics
This table displays the data used to generate the chart above. Like the chart, you'll notice that the rejection rate will be lower the closer you get to today's date. As the days go on, if retries fail, then they will count as rejected and show up in this chart.
4 - Rejected Order Reasons Chart
This chart organizes daily rejected orders based on the rejection reasons your payment processor sends to Ordergroove. Your rejection reasons might look different than the example. Every payment processor has their own unique rejection reasons, there is no single standardized list of codes.
5 - Rejected Order Reasons Table
The Rejected Order Reasons Table takes the same information as the chart above but groups the rejected payments based on the rejection reason. This table includes the rejection code description Ordergroove receives from your payment processor, the rejection code, the total number of orders that failed with that code over the time frame, and the total impact to revenue.
6 - Rejected Orders
This table lists every order that gets rejected over the set time frame. Metrics include the date, the merchant user id,order id,order sub total, rejection text from your payment processor, and the rejection code. You can download the information as a CSV spreadsheet to send to your customer service reps and follow up with the customers.
Recovery rate
1 - Recovery Rate Key metrics
The recovery rate key metrics widget displays two high-level metrics:
- % Recovery rate: The percentage of orders successfully recovered relative to all retried orders.
- Retried Orders: The total number of retried orders. This number acts as a limbo or holding place for orders. As orders are retried, they will either be successful and switch to recovered, or continue to fail and fall into rejection instead.
The recovery rate chart displays a daily breakdown of the percentage of recovered orders compared to the total number of retried orders. The grey line indicates orders in the retry process that can still be recovered. Think of it as a leading indicator: it shows the total amount already recovered via payment retries. Expect the grey recovery rate to increase day to day as an order goes through the retry flow.
2 - Recovery rate chart
This chart displays the recovery rate over time, split up by day. Similar to the key metrics, the grey line is indicates orders in the retry process that can still be recovered.
Recovery rate by retry attempt
The percentage of orders successfully recovered, compared to to all retried orders on each payment retry attempt.
3 - Recovery metrics
The Recovery metrics table breaks down the data used in the chart above. You can view a daily breakdown of:
- Total orders
- # of retries
- Retries as % of total: Calculated as # of retries divided by Total orders
- # of retries recovered
- Recovery rate: The # of retries recovered divided by # of retries
Recovered revenue
1 - Recovered Revenue Key metrics
The recovered revenue key metrics widget displays two high-level metrics:
- $ Recovered revenue: The amount of revenue recovered from orders that Ordergroove retried after payment related rejections.
- Successfully Recovered Orders: The total number of successfully recovered orders.
The recovered revenue chart displays a daily breakdown of the dollar amounts of recovered revenue. The grey line indicates orders in the retry process that can still be recovered.
2 - Recovered revenue chart
This chart displays the dollar amount of recovered revenue over time, split up by day. The grey line is a projection, these orders are still in the retry process and can be recovered.
3 - Recovery metrics
The Recovery metrics table breaks down the metrics used to build the chart above. We display a daily breakdown of # of retries, # of successfully recovered, the dollar Amount recovered, and the Recovery rate. Similar to the chart, the day you run the report and one to two days before will have no recovered revenue yet. As Ordergroove retries the orders the amounts will steadily increase over time.