Order Status Report

Note: This report is particularly valuable for ExpertVoice Program Managers overseeing Hosted Store order processing.

The Order Status Report in Analytics shows brands with a Hosted Store on ExpertVoice a high-level overview of how many total orders are in a specific status over time. The horizontal axis at the bottom of the chart represents the date range of interest, and the vertical axis to the left of the chart reports a specific quantity of orders based on the filters selected.

Screen Shot 2024-02-15 at 1.58.06 PM.png

An expert’s order can contain one or more products, and as soon as the order is placed, the brand can process the order. Order processing is the workflow between an expert placing an order and the order getting delivered to the expert’s shipping address. The workflow is unique for each expert and can include different steps or order statuses, such as a new order placed, pending approval, processed or denied, returned or canceled.

Order fulfillment is crucial to running a successful ExpertVoice program. It involves the process of tracking, fulfilling, and delivering orders to experts in a timely and accurate manner. Proper order management can ensure experts are satisfied with their purchases, leading to repeat business and positive reviews.

Tip: Experts can view and check each order's status in their Order History. Notes and timestamps inform customers at each fulfillment stage, ensuring transparency and progress updates.

How to access the report

Visit Analytics in the Advocacy Platform
Click Add Reports to Dashboard
Click Order Status and then drag and drop it to your preferred analytics dashboard
Insert a name for your new report
1. 255 characters maximum
2. Default text: Order Status
Click the report title or the three dots on the report's right side to expand the options drop-down menu. You can explore the report, rename it, duplicate it, remove it from your dashboard, or view the report description here.

Screen Shot 2024-02-15 at 1.55.32 PM.png

How to visualize and examine the data

Use the following tips to analyze the report in greater detail and visualize the data in ways that best meet your needs.

The default view

The default view shows monthly data and counts of orders over time in a bar chart. To view weekly or daily data, click the + sign at the bottom left-hand corner of the chart. To view quarterly or yearly data, click the – sign. To see data from a specific date range, use the Relative Date or Custom Date filter at the bottom right-hand corner of the filter menu.

The default view is a bar chart to show a colorful and visual distribution of order data over time. Select “Table” from the Switch Display filter to view the information in a list. The table display is beneficial if you export the data as a CSV file.

The bar chart

Hover your cursor over a color on a bar and click it to view how many orders were in a specific status (e.g., Fully Processed) during this time. To view the total sum of all experts’ orders during a specific period, click your mouse at the top or bottom of a bar and drag it to the other end. Then, hover your cursor over the bar and wait a few seconds to see the total aggregated sum of orders across all order statuses at the top of the display (see example below).

Screen Shot 2024-02-15 at 1.56.24 PM.png

The filters

Use the filters at the right of the report to focus on specific status characteristics or narrow your view. You can select one or more filters to customize your report. Click Save Report to save your filters.

Processed Status:
- (All): Includes all orders that meet the processed order statuses below.
- Processed: After an expert orders one or more products from a brand on ExpertVoice, the brand must review and process it. The “processed” status includes all orders that were either fully processed, partially processed, canceled, partially canceled, approval denied, or partially returned to the expert.
- Unprocessed: After an expert orders one or more products from a brand on ExpertVoice, the brand must review and process it. The “unprocessed” status includes all orders, either new, on hold, received, pending approval, or processing for the expert.
Order Status:
- (All): Includes all orders that meet the order statuses below.
- Fully Processed: An order is completed and fulfilled through all the necessary processing stages. The entire transaction has been successfully executed, and the expert should receive the purchased items as expected.
- Partially Processed: An order that has undergone some, but not all, of the necessary stages in the order fulfillment process. This could mean that specific steps, such as payment processing, order confirmation, picking and packing, or shipping, have been completed while others are still pending.
- Fully Canceled: This refers to an order entirely revoked or terminated before it is fulfilled or delivered. This cancellation can occur for various reasons, such as an expert’s request, insufficient inventory, payment issues, or other factors that prevent the order from being processed and completed.
- Partially Cancelled: An order in which only a portion of the originally requested items have been canceled. This means that the expert or the brand seller has decided to cancel or modify part of the order while allowing the remaining items to proceed.
- Approval Denied: An order rejected or denied approval by ExpertVoice or the brand. This could happen for various reasons, depending on the context. For example, if the transaction exceeds certain order limits or if there are issues with the provided information.
- Hold: An order that has been temporarily suspended or delayed. This status may arise for various reasons, often indicating a temporary pause in the normal order processing flow. Examples could include payment verification, address confirmation, or inventory issues.
- New: An order that is recently placed or initiated by an expert. When an expert selects one or more products, adds them to their shopping cart, and completes the checkout process on ExpertVoice, a new order is created. This triggers the start of the order fulfillment process.
- Pending Approval: An order that awaits authorization from ExpertVoice or the brand before processing. This ensures compliance with the brand’s purchasing guidelines. Upon approval, the expert’s order proceeds to regular fulfillment.
- Processing: An order that is actively being worked on for fulfillment. This stage occurs after the order has been successfully placed, payment has been processed, and the necessary approval has been completed. This phase involves picking and packing items, updating inventory records, and preparing orders for shipment or delivery.
- Received: An order that has been physically delivered to the expert. This status signifies the end of the order fulfillment process and a successful transaction.
- Partially Returned: An order where only a portion of the originally purchased items have been returned by the expert. In this scenario, the expert has returned some items from their order while keeping the rest.
Order Escalation:
- (All): Includes all order escalation labels below.
- None: The expert’s order is in good standing, and their transaction has not been escalated.
- Credit/Refund: An order in which the customer receives a repayment of the funds they initially paid for the purchased products. The refund process is typically initiated when an expert requests a return or experiences dissatisfaction with the received items.
- Freight: Freight orders involve transporting large or heavy goods that may not be suitable for standard parcel shipping methods. This type of escalation provides the brand with specific information about the shipment's progress from the point of origin to the destination.
- Other: An order escalated for a different reason not outlined above.
- Shipped - No Capture: The order shipped, but the customer’s payment method couldn’t be processed, e.g., an expired credit card authorization without pre-shipment authorization.
Order Exception:
- (All): Includes all order exception labels below.
- None: An exception flag has not been set on the order(s).
- Action Failed to Process - Admin Attention Required: An error occurred during the automated order processing, e.g., duplicate shipment notification or dispatching canceled items.
- Customer Service Required: There was an order processing issue due to the customer’s payment method, e.g., an expired card or payment lock. To avoid complications, the customer was advised to contact customer service (at ExpertVoice or the brand).
- Mfg Account Required: The brand typically marks these orders manually, often due to trading partner misconfigurations.
- Shipment Discrepancy - Shipment Information Did Not Match: The expert’s shipment notification from the brand included items not in the customer’s original order.
- Shipped - No Capture: The order shipped, but the customer’s payment method couldn’t be processed, e.g., an expired credit card authorization without pre-shipment authorization.
- Tax Jurisdiction Invalid: There was a mismatch between the zip code and the city/state in the expert’s shipping address, leading to an inability to calculate taxes; an order cancellation is necessary.
Shipping Country
- (All): All of the country names listed below
- A specific country name: Canada, United States
Shipping State
- (All): All of the state or province names listed below
- A specific state or province name
Relative Date: View the data by years, quarters, months, weeks, or days
Custom Date: Select the date range you want to view the data for
Switch Display:
- Chart: The default view is a bar chart to show a colorful and visual distribution of order data over time.
- Table: A list of order information over time. The table display is beneficial if you want to view order data in detailed rows and columns or export the data as a CSV file.
  - In this display, you can view each expert’s order, their corresponding Order ID, Order Status, Order Escalation (if any), Order Exception (if any), Shipping Country, Shipping State/Province, Days in Current Status, Sales, AOV, Items, and Quantity.
Switch Order Breakdown:
- Note: These filters are particularly useful when viewing the Chart display.
  - Order Status: Filter the data to show the total quantity of orders in each order processing stage.
  - Escalation: Filter the data only to show the total quantity of orders with an escalation label.
  - Exception: Filter the data to only show the total quantity of orders with an exception label.

The report summary

A high-level snapshot of the data represented in the report will populate beneath the chart. Please note that the report summary numbers may change if you change one or more report filters or the data refreshes.