Failed Orders
Here you will find details of failed orders. Information including order date, name, postcode, phone number and email address of the customer, type of failure (if the user submitted the order, exited before completion etc), order amount, and the reason for the failure is accessible from here.
Introduction
There are many reasons an order may fail, but common ones include:
- Incorrect card details submitted by the customer
- Payment provider related errors
- Incorrectly configured shipping options (i.e. none available for this order due to price, location etc)
- User did not complete purchase
Why do I see successful orders?
Successful orders can also appear under Failed Orders, as this shows any person who has ever gone onto the checkout and placed an order which then came back with an error for any reason. To help with your analytics, this also includes any customer who left the checkout half way through the process; so providing we have their email address, an email could be sent to chase them up afterwards. These may include real orders, but you can use the filters to specify who you want returned and what type of failure it was.
- All - every type of failed order
- No Purchase - a failed order that did not result in a purchase. We calculate this as someone who did not then purchase within 24 hours of the failure
- Attempts - someone who completed the checkout and an error came back
- Exit - someone who left before completing the checkout. This is the result of them leaving the page, rather than submitting the checkout. The implementation of this is at the discretion of the Agency.
Updated over 2 years ago