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Orders and post-purchase quality

Learn how to monitor and improve customer experience after the order is placed. These reports help you spot cancellation patterns, delivery delays, and return rule issues so you can act quickly.

When to use these reports

Use these reports when you want to:

  • Track where and why orders are cancelled.
  • Identify late or missing deliveries that drive customer contacts.
  • Review item-level return rules that may create friction or cost.
  • Measure post-purchase quality trends by carrier, region, or item.

Common tasks

  • Reduce avoidable cancellations: monitor top reasons, SKUs, and order stages; fix catalog, inventory, or promise settings that cause cancellations.
  • Improve on‑time delivery: find routes, carriers, or nodes with higher delay rates; adjust cutoffs, capacity, or shipping programs.
  • Tune return policies: confirm overrides align with business rules and reduce abuse; verify “keep it” and restrictions are set appropriately.

Typical filters

  • Date range
  • Order IDs or customer order IDs
  • Fulfillment channel, ship node, or carrier
  • Region or postal code
  • Cancellation reason or defect bucket
  • SKU or item IDs

See use report filters for rules, formats, and examples.

Report types

  • Cancellation report: analyze and reduce order cancellations
    Understand cancellation rates and reasons across SKUs, nodes, and time periods.

  • Delivery defect report: identify late or missing deliveries
    Find shipments that missed delivery promise windows and locate regional or carrier hotspots.

  • Return item overrides report: audit item-level return rule overrides
    Review overrides that differ from global return settings and check for unintended patterns.

Next steps

See also

Updated 3 days ago