E-commerce retailers invest significant money in attracting and converting customers, but despite their best efforts, orders may get cancelled for various reasons. These reasons may include loss of interest, long delivery times and better deals offered by competitors. Additionally, merchandisers may also cancel orders due to product unavailability.
The Daily All Cancelled Orders Report provides a comprehensive overview of all canceled orders with the reasons for cancellation. By looking at this report, merchandisers can identify patterns, identify the root causes of cancellations and reduce cancellations. This report helps retailers enhance their customer experience by addressing the issues that lead to cancellations and increasing customer satisfaction.
What the report shows
The report lists every order canceled on a given day and why it was canceled.
- Order references: the HotWax Commerce order ID and the Shopify order ID.
- Cancellation date: the day the order was canceled.
- Item: the item description (style, color, and size) and the UPC.
- Reason: the recorded reason for the cancellation.
How teams use it
eCommerce and sales leaders group the report by reason to find the causes that come up most often. Cancellations driven by customers, such as a change of mind or long delivery times, call for different fixes than cancellations driven by the retailer, such as an item that was not available.
Grouping by item description shows which products are canceled again and again. When the same style keeps appearing because stock was not there, the team can review safety stock and inventory accuracy for that product before it causes more lost sales.
Reviewing the report daily keeps small problems from turning into a pattern of lost revenue and unhappy customers.
Teams can also compare the cancellation date with the item to see whether cancellations cluster around specific launches or promotions.
This report is one of the pre-configured reports in the HotWax Commerce BI report library, which covers demand and sales, fulfillment, pre-orders, returns, and more.
User
Head of eCommerce, Vice President of Sales
Glossary
