How to track cancelled orders

kbridges

12-10-2016

Does anyone have a good method for tracking cancelled orders in Adobe Analytics?  This scenario involves orders that are placed (and tracked), but are later cancelled on the website prior to being delivered.  We are looking at using an offline upload to correct the order status and amounts/quantities/etc., but we were curious if there is a more automated way to handle this?

 

Thanks!

Answers (1)

Answers (1)

kbridges

13-10-2016

Thanks for the link.  I actually ran across this article while hunting down a solution yesterday, and it definitely seems like the best approach, given the constraints.  Our situation is unique in that the client allows orders to be placed (online) that aren't paid for until the customer shows up at the retail establishment.  This opens them up to a lot of orders that are placed, but then cancelled, and no financial transaction truly occurs.  Our hope was to find something akin to an order cancel that could happen with a tracking call that would undo the transaction, and not require any back-end reconcilliation.  I think Google Analytics supports this (reverse an ecommerce transaction), but we couldn't find anything related to passing in negative quantities or transaction amounts in the Adobe forums, so I don't think it's supported.  

Thanks for your help!