Understanding the Orders Analytics Tab

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:

1. # Orders sent for placement: The total number of orders Ordergroove sent to your eCommerce platform for placement over the set time frame.
2. 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:

• Date: 
• Placed: Total orders sent for placement.
• Successful on initial attempt: Orders that successfully charged the customer’s payment method on the first attempt.
• Rejected: Orders that have failed all retry attempts and will not be retried again.
• In retry: Orders still going through retries. This is a temporary state, and these orders will eventually move to either Rejected or Recovered.
• Retried: The total number of retry attempts made during the time frame. This is for record-keeping, In retry shows the current live count of orders still in progress.
• Recovered: Orders that failed at least once but were successfully charged on a subsequent attempt.

3 - Overall order metrics

The Overall order metrics table displays the data used in the Overall orders chart above. It breaks down each time frame into the following:

• Date
• Placed: Total orders sent for placement.
• Successful on initial attempt: Orders that successfully charged the customer’s payment method on the first attempt.
• Rejected: Orders that have failed all retry attempts and will not be retried again.
• In retry: Orders still going through retries. This is a temporary state, and these orders will eventually move to either Rejected or Recovered.
• Retried: The total number of retry attempts made based on the date. This is for record-keeping, In retry shows the current live count of orders still in progress.
• Recovered: Orders that failed at least once but were successfully charged on a subsequent attempt.

Rejection Rate

1 - Rejection Key metrics

The rejection key metrics widget displays four high-level metrics:

1. % Rejection Rate: The percentage of orders rejected relative to all orders sent for placement over the time frame.
2. Payment Issues: Issues related to payment details such as credit card info, over-limit, or billing address.
3. Order Creation Issues: Issues related to your store, for things like inventory.
4. 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. This chart can display either the revenue impacted or the number of orders impacted.

Note: You can view the Rejected Order Reasons Chart as either a bar chart or a line chart. The bar chart provides a snapshot of a specific time period, while the line chart shows how rejected order reasons trend over time and can be filtered by specific reason(s).

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 - Rejections by payment method

This table lists aggregates orders that are rejected over the set time frame, split up by the payment method that was attempted. 

Note: You may see N/A listed under Credit Card for orders using Shop Pay, Apple Pay, or Google Pay. This is expected—we do not receive credit card brand details for these payment methods. If you do see a specific card type (like Visa or Mastercard), it’s likely from a migrated order where the credit card brand was stored previously.

7 - 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 four high-level metrics:

1. % Recovery rate: The percentage of orders successfully recovered out of all attempted retries. 
   • Note on "Rate in Progress": This status indicates your recovery rate may fluctuate, as some orders are still active in the retry cycle and have not yet reached a final status (Success or Failure).
2. Orders Awaiting Retry: The number of orders currently held in a "waiting" status before the next recovery attempt is triggered. While this is most common for merchants using third-party optimization tools, it represents any order currently queued.
3. Orders with Retries in Progress: The total number of orders currently moving through your defined payment retry schedule. These are active attempts that have not yet been resolved.
4. Orders with Retries Completed: The cumulative count of orders that have finished the retry process. Think of this as the final bucket for all retry activity: once an order completes this cycle, it will be categorized as either Successfully Recovered Orders or moved to Payment Issues if it continues to fail.

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:

1. $ Recovered revenue: The amount of revenue recovered from orders that Ordergroove retried after payment related rejections.
2. 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.