Order Overview provides merchants with an overview of different aspects of order performance for a given time period. The various indexes in Order Overview can be used to analyze the relative performance of orders and sales, as well as different delivery methods (including convenience store COD). This can then be used to help merchants formulate and optimize their business strategies.
In this article, you'll find:
- How to read Order Overview data
- Orders by Sales Method
- Order totals
- Average Order Value
- Total Delivered Orders
- Total Returned Orders
- Delivery Method Distribution
- CVS COD Orders (Taiwan merchants only)
1. How to read Order Overview data
In the SHOPLINE Admin, go to [Reports & Analytics] > [Shoplytics]. From the menu on the left-hand side in Shoplytics, go to [Orders] > [Order Overview].
i. Switch online store tabs
Switch between tabs to view more detailed online store sales method data. Available tabs vary by plan and may include:
- Online Store - All Online Store
- Online Store - Storefront
- Online Store - One-Page Store
- Online Store - Express Checkout Page
- Online Store - Shopper App
- Online Store - Manual Order
- Online Store - Livestream
- Online Store - Instant Message
- Online Store - Social Post Selling
Each online store tab displays only the data collected from that specific sales method. Each order is attributed to a single sales method, and the combined data from all tabs equals the "All Online Store" tab. For detailed definitions of sales methods, please refer to: Order Source Introduction｜Order Management.
Click Go to feature page > to open the feature page for the selected sales method.
ii. Switch retail store tabs
Switch between tabs to view data for all retail store or specific store.
- Retail Store - All Stores
- Retail Store - Specific store
When "Retail Store - All Stores" tab is selected, data from all stores is displayed. When you switch to an specific store, only data from that specific store is shown.
2. Orders by Sales Method
The "Orders by Sales Method" section is available only on the "Online Store – All Online Store" tab. Use the icons to switch between Gross Orders / Total Orders and Pie chart / Line chart views.
3. Order totals
Gross Orders, Total Cancelled Orders, and Total Orders can provide good indicators for analyzing KPIs and sales growth.
i. Omni-Channel
ii. Online Store & Retail Store
| Metrics | Descriptions |
| Average Orders per Day |
The average daily order quantity during the selected period. Calculation method: Total Orders ÷ number of days in the selected time range |
| Total Orders | Total orders created (excluding cancelled orders) |
| Total Cancelled Orders | Number of orders of which order status is cancelled (*Remark) |
| Gross Orders | Total gross orders created, including cancelled orders (*Remark) |
|
Total Returned Orders [from stores only using New Advanced Return Management] |
The number of established return orders, excluding canceled return orders |
*Remark: If changes are made to an order (e.g. if an order is canceled, split, or edited), updates to Shoplytics totals will be recorded on the day the change is made.
4. Average Order Value
The Average Order Value index provides a clue for analyzing performance and formulating operating strategies for a store.
*Description: The Average Order Value shows the average value of orders over a selected time period.
*Calculation method: Total Sales ÷ Total Orders
*If changes are made to an order (e.g. if an order is canceled, split, or edited), updates to Shoplytics totals will be recorded on the day the change is made.
i. Omni-Channel
ii. Online Store/Retail Store
5. Total Delivered Orders
| Metrics | Descriptions |
| Total Delivered Orders |
The total number of orders during the selected timeframe for which the Delivery Status has been changed to "Shipped"; "Arrived"; or "Collected". Orders are added to Total Delivered Orders on the day the delivery status is changed. If portions of an order are shipped separately (due to split orders, or a store being closed, etc.) then each separate delivery will be counted once. The order changes in Delivery Status from "Shipped" to "Arrived" and "Collected" will depend on the delivery option used. For example, orders using the "Custom (store pick-up)" delivery option may skip the "Shipped" and "Arrived" status changes, and be changed directly to "Collected". |
🔔 Example: Merchant receives orders A, B, and C on 29 July. The three orders then go through the following status changes:
- 1 August: Merchant changes the Delivery Status of orders A and B from "Unfulfilled" to "Shipped".
- 2 August: Merchant changes the Delivery Status of order "C" from "Unfulfilled" to "Collected".
In this scenario, Total Delivered Orders would have two orders added on 1 August and one order on 2 August.
6. Total Returned Orders
| Metrics | Descriptions |
| Total Returned Orders for Online Store | [For stores only using New Advanced Return Management] The number of established return orders in the online store minus cancelled return orders. |
| Total Returned Orders for Retail Store | The number of Return Orders created in POS minus the cancelled return orders. |
🔔 Example: Merchant receives orders A, B, and C on 29 August. The three orders then go through the following status changes:
- 1 Sep: Orders A, B, and C's Delivery Status has been changed from "Unfulfilled" to "Shipped"
- 2 Sep: Issues with orders A and C are discovered so the order is returned. The merchant changes the Delivery Status to "Returned", and after communicating with the customer, order C is updated and shipped, thus the Delivery Status is changed to "Shipped".
- 5 Sep: Order "C" that is being shipped again encounters a problem and is being returned again. The Merchant changes the delivery status to "Returned".
In this scenario, two orders would be added to 2 Sep, and one order would be added to 5 Sep.
7. Delivery Method Distribution
You can view the chart of Delivery Methods Distribution, as well as the promotion campaigns, free shipping promotion for comparison.
Online Store
| Metrics | Descriptions |
| Delivery Method Distribution | The count of each delivery method is used, and the percentage of each delivery method in the selected time range. |
*Notes:
- The "Total Delivery Count" represents the total number of created orders. The "Count" represents the total number of created orders with the corresponding delivery method.
- Total Delivery Count is increased/decreased on the day that the order status changes (not when the delivery status changes).
- The Total Delivery Count is decreased on the same day when an order is cancelled or deleted.
- The Total Delivery Count is increased on the same day when an order is created or split.
🔔 Example:
On Jan. 8, a customer created an order and selected "Pickup in store" as the delivery method. On Jan. 9, the customer cancelled the aforementioned order. The Delivery Method Distribution would be as follows:
When you select Jan. 8 for the analysis range, the count of "Pickup in store" is 1.
When you select Jan. 9 for the analysis range, the count of "Pickup in store" is -1.
When you select Jan. 8-Jan.9 for the analysis range, the count of "Pickup in store" is 0.8. CVS COD Order Analysis (Taiwan merchants only)
*Note: This feature currently applies only to NTD (New Taiwan Dollar) stores using SHOPLINE's integrated CVS delivery options, including 7-11 C2C Pickup, 7-11 B2C bulk shipping, 7-11 cross-border logistics, FamilyMart C2C store-to-store shipping, FamilyMart B2C bulk shipping, FamilyMart frozen pickup.
The system will analyze the data of orders using the "convenience store COD" delivery option within the selected time range. You can utilize this chart to strategize and enhance pickup rates while reducing the average pickup days.
| Metrics | Descriptions |
| Average Pickup Days | The average of days for an order to get picked up once it arrives. Calculation method: Total order pick-up days ÷ number of picked-up orders |
| Picked Up Orders |
The number of orders picked up in the selected period (Delivery status changed to "Picked Up") For example, A package that was scheduled to arrive at the pickup store between 20 May - 27 May was picked up by the customer on 26 May. In Shoplytics, when you select a period between 25 May - 31 May, the package will be included in this selection. |
| Non Picked Up Orders |
The number of orders not picked up in the selected period. (Delivery status changed to "Returned") For example, a package was scheduled to get picked up between 20 May - 27 May, and the customer did not end up picking it up. In Shoplytics when you select a period between 25 May - 31 May this package was be included as part of the "Non Picked up Orders". |
| Non-Picked-Up Rate |
The ratio of Non Picked Up Orders Non Picked up Orders ÷ (Non Picked up Orders + Picked up Orders) |
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