Reporting & Analytics FAQ

This Article Contains Questions about the following topics:

Have additional questions? Leave a comment with your question so that we can add it to the list! 

Automation and Exporting Data files

Q: Can Ordergroove drop files on a merchant-hosted or other 3rd party SFTP server?

For clients who have purchased this add-on feature, yes.
Please go to our Scheduled Daily Data Exports page for more information.

Q: What information is available through Ordergroove exported reports?

A full readout of our available reports and their contents can be found on the export report page


Q: What is the difference between the create date and start date fields in the exports?

If you have had a subscription program prior to Ordergroove, the start date will reflect the date that the subscription was created from the prior subscription program. If this your first time with a subscription program, these fields will be identical.


Analyzing Subscriber Data

Q: How can I get a list of all Active Subscribers? 

To export all active subscriptions you'll need to take the following steps:

  1. From your Ordergroove Admin, click on the 'Data' -> 'Analytics' tab -> 'View Reports' -> 'Create Report'
  2. Click Subscriptions (The box on the left) and in the drop down select 'Subscriptions - Created' 
  3. Set the date range to your launch with Ordergroove (including migration date) through today
    • This is because some of your subscriptions might have started since the start of your program and might be still active today!
  4. Click on 'Edit Columns -> 'Advanced columns'.
    • Choose preferred columns
    • Add the `Status` column to confirm that the subscriptions are still active.
    • Add a subscriber Identifier such as `User ID`, `Email Address` etc
  5. Download the file
  6. Subscribers can have multiple subscriptions, so make sure to pull a unique list of your subscriber identifier.


Q: How can I get a list of Subscribers who have reactivated a subscription?

When a subscriber cancels their subscription, the subscription is marked as cancelled. If the same subscriber then comes back and reactivates the same subscription, this subscription is not actually a new subscription and therefore will not appear in the `Subscriptions - Created` export file. 
The way to get a list of subscribers or subscriptions that are reactivation is to:

  1. Export the `Subscriptions - All` report
  2. Find all rows where `Start_Date` > `Created_Date`This indicates that the time that the subscription started was after the date in which it was created i.e. it was reactivated. 
  3. Pull out all email addresses or unique User ID so you can get a list of of these subscribers.

Q: Would a customer appear as existing or new in the customer status column if they previously had a subscription, cancelled that subscription and signed up for a new subscription?

In the customer status field, the customer will be considered an existing customer. This is because they previously had a subscription despite it being cancelled. The customer will be marked as an existing customer whether or not the new subscription is on the same item as the subscription cancelled. 


Q: How can I see the number of subscribers that are subscribed to multiple products?

This information can be calculated with the use of the Subscription report. Download the .csv file for the specified dates. Filter the file to contain only the products that you want to be included. Then create a pivot table, in Excel or elsewhere, where each row is a subscriber email address and each column is the product field. The pivot table can sum on the count of products per subscriber. 


Q: Where can I find how long a customer remains as a subscriber and how much monetary value that is?

This addresses two datapoints:

  1. On average,  the number of days a customer remains in the subscription program before cancelling
  2. On average, the amount of money a customer spends through subscriptions

Within the Analytics dashboard, the "Customer Lifetime Value", will give you an average of how much customers will spend within the subscription program before cancelling. For length of time, the Product metrics table in the dashboard list subscription products across all time with associated fields such as "Average successful recurring orders" and "Most Common Frequency". The combination of these two columns should provide you with an average of how often for a given product are customers receiving subscription orders. You can average across all products or look at specific products. 

Of course, keep in mind, this is an average so there might be customers staying on significantly longer or shorter. You can read more about dashboard metrics here


Analyzing Subscription Data

Q: How can I get a count and list of Active Subscriptions by frequency and/or by product? 

There are a number of ways to get this data depending on the context of what you are attempting to do. You might want a list of products with a count of active subscriptions. You might want a list of frequencies with counts of active subscription per frequency. 

Think about the output of the file that you need and what you want to be unique in each row (Product, Subscription or Frequency) 

First Method: Use exports 

  1. Export a "Subscriptions - Created" file for the time period of choice. 
    • If you have too much data, pulling this file since the beginning of your program will be quite large and take time.
  2. Include the columns: `Status`, `Frequency`, `Product`, `Product ID`
  3. Download the file
  4. Remove any rows where `Status` is "Inactive"
  5. Pivot or count the rows corresponding to a particular frequency or a particular product. 

Second Method: Use Analytics dashboard

  • Navigate to the Advanced Product page 
  • Set the date range from the beginning of your program until today
  • "Product Metrics" table will output a list of products with the most common frequency and corresponding counts of "Active subscribers" and "Active subscriptions" for that product. 
    • Note: This will not be an exact list, but an average of the most common frequency. If you want an exact count of Active subscriptions by frequency and product, see first method.


Q: I get confused about where to look for details on cancelled subscriptions, is that in the subscription report or the subscription cancelled report? 


Great question, let's clarify this. The subscription cancelled report contains a row for each subscription cancelled between the chosen dates. The subscription report outputs a row for each new subscription within the chosen date period but also provides a live snapshot on the status of the subscription for the day on which you output the data. This can help you understand if new subscriptions are cancelled as of the current moment.

A quick example: Today is Feb 15. You have chosen dates for the month of Jan (Jan 1 - Jan 31). The subscription report outputs any new subscription created between Jan 1 - 31. The cancel column will provide cancellation dates from Jan 1 - Feb 15 (reflecting the most dynamic up to date status). The subscription cancelled report outputs subscriptions with cancelled dates from Jan 1 - 31. These subscriptions might have been created prior to Jan 1. 


Shopify Data and Ordergroove Data

Q: Why does my revenue in Shopify look different than the revenue reported in Ordergroove? 

It's important to understand how revenue data is recorded in your Shopify store relative to how it is recorded in Ordergroove. 

Shipping, Tax, Returns

Ordergroove does not track shipping costs, tax costs, or returns. Our GMV number is tracking total revenue processed from the recurring orders, exclusive of tax and shipping. Additionally, there is no update to Ordergroove when an order is refunded to remove the revenue from our system. 
In Shopify systems however, refunds are taken into account. This will cause some distinctions in the values. 


Revenue from Initial Order vs Revenue from Recurring orders

Ordergroove takes into account both new subscription revenue, also known as activation revenue, or revenue from the initial order and recurring order revenue.
In Shopify, the "Sales Channel Name = Ordergroove Subscriptions" will only display recurring revenue and thus the number will be significantly less than what is displayed in the Ordergroove dashboard. 
There is an additional tag in Shopify,  'Ordergroove Trigger Order', which will show all revenue from activation revenue. 
By adding these two tagged values together, you can get closer to the full amount of revenue through Ordergroove subscriptions.