Order analytics

Order analytics shows how your sales went over a period you choose. On screen it is titled Order analysis. It answers simple questions: how many orders came in, how much they are worth, how much is paid, where the orders come from, what sells and who buys. Two more tabs show the same kind of figures for claims and for returns.

Where to find it: Analytics → Analytics → Orders

When you'll use it

• A weekly or monthly look at orders and revenue, compared with the period before.
• Checking how much money customers still owe.
• Seeing which sales channel, payment method or country brings the most orders.
• Finding your best-selling products and your biggest customers.
• Watching how many claims and returns you get, why they happen and how they end.
• Preparing a PDF report for a meeting.

Key concepts

These rules decide what every number on the screen means.

• The date that counts is the order date. A figure for "this month" covers orders dated this month. It does not mean orders paid, shipped or invoiced this month.
• Revenue is the order total. It is the full amount the customer owes for the order. It is not the amount paid and not the amount invoiced.
• Cancelled orders are orders whose status is of the cancelled kind. They always count in Orders, in the charts and in the rankings. By default their value is left out of Revenue. A switch puts it back in.
• Sales, claims and returns are kept apart. The Sales tab counts ordinary orders only. Claims and returns have their own tabs and never add to sales figures.
• One currency at a time. Amounts in different currencies are never added together and never converted. When the period has orders in more than one currency, you choose which currency the screen shows. See Work with several currencies.
• Previous period means a period of the same length just before your range. For a 30-day range, it is the 30 days before it. The exact dates are shown next to each percentage.

The screen

📷 Screenshot to add: Order analysis on the Sales tab, showing the tabs with their numbers, the range and grouping lists, the figures and the trend chart

The bar at the top holds all the controls:

Control	What it does
Sales, Claims, Returns	The three tabs. The number on each tab is how many orders of that type have an order date in the range, in all currencies.
Range list	7 days, 30 days, 90 days, This month, Previous month, This year, Previous year, All time (from the day your workspace was created) and Custom range. The screen opens on the last 30 days, today included.
Grouping list	Daily, Weekly or Monthly. It decides how the trend chart groups orders.
More	Opens the less common settings: From and To dates, Currency (only when there is a choice) and the switch Include cancelled in revenue. A small number on the button shows that the switch is on.

Everything below the bar changes with the tab you choose.

The Sales tab

The main figures

Figure	What it is
Orders	The number of orders in the range, cancelled ones included. The percentage compares it with the previous period.
Revenue	The sum of order totals, with the change against the previous period. Cancelled orders are left out unless Include cancelled in revenue is on.
Average value	Revenue divided by the number of orders. While cancelled orders are left out of revenue, they are also left out of this count.
Cancelled	The number of cancelled orders.

The payment figures

Figure	What it is
Paid	Money received on orders that are paid in full, and how many such orders there are.
To pay	What is still owed: the amount due on unpaid orders plus the unpaid part of partly paid orders. The number of orders covers both groups.
Partially paid	The unpaid part of orders that were paid in part.
Total paid	All money received on orders in the range, shown against the total amount due.

When the period has more than one currency, a third row shows Revenue in each currency, with its number of orders.

Order trend is a line chart of orders over time. A switch above it shows either Orders or Revenue. Days, weeks or months with no orders are shown as zero. A week runs from Monday to Sunday. The first and last week are cut to your range, so a report that starts on a Wednesday starts on that Wednesday.

The four lists show how orders are split. Each row has the number of orders and its share in percent.

• Order sources — orders by sales channel.
• Payment methods — orders by payment method.
• Order statuses — orders by status, with each status's own colour.
• Delivery countries — the 10 countries with the most orders.

A list shows up to six rows. When there are more, the sixth row adds up the rest, for example Others (4).

The rankings

• Top 10 products — switch between By quantity (pieces ordered) and By revenue. Each product shows its picture, code, EAN (European Article Number) and up to three features. Click the name of a catalog product to open a quick preview of it.
• Top 10 customers — switch between By orders and By revenue. Each customer shows the name and, if known, the e-mail address.

Each row has a main figure and a second, smaller figure. A figure that starts with ≈ is an approximate amount. Complaia converts each currency at the exchange rate of the National Bank of Poland (NBP) only to put the rows in order. When a row has sales in several currencies, point at the smaller figure to see the exact amount in each currency.

The Claims and Returns tabs

The two tabs have the same layout. They describe cases, that is, claims or returns registered in Claims & returns.

Figure or list	What it is
Claims / Returns	The number of cases in the range, and what share of sales that is, for example "4% of sales".
Avg. resolution time	The average time, in hours, from when a case was reported to when its resolution was decided. Cases with no decision yet are not counted. If no case has a decision, it shows "—".
Refunds	The money refunded. This figure covers claims and returns together, on both tabs.
Cancelled	The number of cancelled cases.
The trend chart	Cases over time.
Complaint statuses / Return statuses	Cases by status.
Reasons	The most common reasons given, up to 10.
Resolutions	How cases ended, for example refund, replacement, repair or rejected. This list counts pieces, not cases. A case with three pieces settled in three ways counts three times.
Order sources	Cases by sales channel.
Most complained / Most returned	The products that appear most often in cases, by quantity or by value.
Top 10 customers	The customers with the most cases.

Common tasks

Review a period

1. Go to Analytics → Analytics → Orders.
2. Choose a range in the range list, for example This month.
3. Read the main figures. The percentage under Orders and Revenue compares with the previous period. Green means growth and red means a drop. The dates of the previous period are written next to it.
4. Scroll down for the trend, the lists and the rankings.

Use your own dates

1. In the range list, choose Custom range. The More panel opens.
2. Set From and To.

If your dates match a ready range, the range list shows that range's name.

Compare months or weeks

1. Choose a longer range, for example This year.
2. In the grouping list, choose Monthly or Weekly.

The trend chart then shows one point per month or per week.

Include or leave out cancelled orders

1. Click More.
2. Switch Include cancelled in revenue on or off.

The switch changes Revenue, Average value and the revenue per currency. The number of orders, the lists and the rankings always include cancelled orders.

Work with several currencies

When the period has orders in more than one currency, the screen opens on the currency with the highest revenue.

1. Click More.
2. In Currency, choose the currency you want to look at. The figures, charts and rankings then cover only orders in that currency.

To compare currencies side by side, read the Revenue in row on the Sales tab.

Some figures always cover all currencies, whatever you choose:

• the numbers on the three tabs;
• on the Claims and Returns tabs: Avg. resolution time, Reasons and Resolutions.

Look at claims or returns

1. Set the range first. It applies to all three tabs.
2. Click the Claims or the Returns tab.
3. Read the figures at the top, then Reasons and Resolutions to see why cases are raised and how they end.
4. Check Most complained or Most returned to find the products behind the cases.

Download a PDF report

1. Set the range, the tab and the other settings the way you want the report.
2. Click Download PDF in the header.

The report covers the tab you are on and the period you chose.

When it doesn't work

What you see	Why	What to do
Analytics or Orders is not in your menu	Your role does not have the Analytics: orders (read) permission.	Ask whoever manages roles.
A figure differs from your invoices	Analytics counts orders by order date and order total. It does not count invoices, and it does not count payments by payment date.	Use Invoicing for invoice figures.
Revenue looks too low	Cancelled orders are left out, or you are looking at one currency only.	Check Include cancelled in revenue and Currency under More.
Average value changed when you used the cancelled switch	With cancelled orders in, revenue is divided by all orders. Without them, it is divided only by orders that are not cancelled.	Nothing to fix.
All time is missing from the range list	It appears once the data has loaded.	Wait a moment.
A customer is missing from Top 10 customers	An order with neither a linked customer nor an e-mail address cannot be assigned to anyone, so it is left out.	Link orders to a customer, or record the e-mail address.
Amounts with ≈ do not match exactly	They are converted estimates, used only to put the rows in order.	Point at the smaller figure to see the exact amounts.
A list ends with Others	The list shows up to six rows and adds up the rest.	Nothing to fix.
Failed to load analytics data	The data could not be fetched.	Click Refresh in the header.
Failed to generate PDF. or Failed to download PDF.	The report could not be created or saved.	Try again. If it keeps failing, contact support.

Permissions

To do this	You need
Open Analytics → Analytics → Orders, with all three tabs and the PDF	Analytics: orders (read)

There is no separate permission for the Claims and Returns tabs. Whoever can open order analytics sees them too. Of the roles that come with the workspace, the Owner, Administrator and Accountant have this permission.

Related

• Analytics overview — the two analytics screens and how to read them
• Employee activity — who is working right now
• Orders and Claims & returns — the records behind the numbers
• Order statuses, Order sources, Payment methods — the lists the charts are built on