Cancel and Save Orders Analytics

Available from Release 104 and onwards. Please note that data will only begin to be collected once you adopt Release 104 or above.

Purpose:

The Cancel and Saves report displays all orders from the last 30 days that are order.cancel_subscription (cancellations) or order.add_offer (cancel/saves with discount offer). If a customer initiated a cancel and was saved with a new offer, that would be registered as order.change_offer and will appear in the . The Cancel and Saves report can be exported for easy data analysis.

The Cancel and Saves report can help answer questions like:

• What is the most common cancel reason?

• How many customer-initiated cancels resulted in save offer being accepted?

• What is the most successful save offer?

• What is the breakdown of saves or cancels online versus with customer service (Limio for Salesforce)?

• How much money did we retain via successful save offers?

The report can be accessed by clicking "Catalog" in the top left corner, switching to "Analytics", and then selecting "Cancel & Saves" in the left panel.

Data details

• Order Type: Possible values are order.cancel_subscriptions (subscription has been cancelled) or order.add_offer (customer initiated cancellation but was saved with a discount offer)

• Order Status: Status of the event associated with the order. Possible values are submitted and error.

• Save Offer: Will only be populated if the order type is order.add_offer (cancel/save)

• Save Product: Will only be populated if the order type is order.add_offer (cancel/save)

• Save Next Payment: Will only be populated if the order type is order.add_offer (cancel/save)

• Source: Possible values are shop (if purchased online through a Limio checkout) or salesforce (if purchased through Limio for Salesforce)