Viewing cancellation reasons

As an account manager, you view cancellation reasons to drive business growth and improve customer satisfaction. You can use these insights to identify trends and patterns, understand the root causes of cancellations, and develop targeted solutions, with the goal of improving the overall customer experience.

Procedure

  1. Log in to Order Hub.
  2. From the main menu, select Dashboards > Account.
  3. Under Account, select the account that you want to view the data for from the drop-down menu.
  4. Under Select time frame, select the time period that you want to view the data for. You can select from five preset time frame options that range from today up through the last 45 days (which is the maximum).
  5. Scroll down to view the Cancellation reasons chart.
  6. To see the actual numbers for each of the metrics, hover over the colored sections in the chart.
  7. To view all cancellation reasons, click View all cancellation reasons.

Results

The Cancellation reasons chart shows the total number of cancellations and the associated dollar value for those cancellations within the time period that you specified. The chart also shows the breakout of the actual cancellation types and what percentage of the total that each cancellation reason signifies.

Note: The number of cancellations includes partially cancelled orders. For example, if an order has four lines and only one of those lines is being cancelled, the cancellation count increases by 1.

The numbers in the middle of the circle show the dollar value of all cancellations and the actual number of cancellations within the specified time frame.

The colored sections of the chart show up to the top five different reasons for the cancellations and what percentage of the total number of cancellations are of that type.