Orders and Commerce analytics

Expand Commerce in the agent sidebar. Orders and Analytics are separate pages, so each task has its own filters and working space.

Find and review orders

On Orders, you can:

• search by order number, customer name, email, or phone;
• filter by status and channel;
• sort by date or order total;
• move through long order lists with pagination.

Select an order to open its full record. The order page includes:

• products, quantities, prices, and total;
• customer name, email, optional phone, and delivery address;
• source channel and order source;
• fulfillment status;
• the complete order timeline;
• notes when a Guided Flow captured them;
• a link back to the conversation inbox.

Drafts can appear while a shopper is entering details. They are not placed orders and do not reduce stock.

When an order is placed, the shopper's name, email, and phone are also added to the conversation's customer details in the inbox, so you can identify and follow up with the buyer without leaving the chat. Existing details are kept, so this never overwrites a value you edited by hand.

Order statuses

Orders move forward through these stages:

1. Confirmed: the shopper explicitly placed the order.
2. Processing: your team started preparing it.
3. Shipped: it left your team.
4. Completed: fulfillment is finished.

You can cancel an order while it is Confirmed or Processing. If Fetchply was tracking stock, that quantity is returned once. Shipped, completed, and cancelled orders are final.

Understand Commerce analytics

Use the period control on Analytics to view the last 7, 30, or 90 days. The page shows:

• products recommended by the agent;
• started, detail-complete, confirmed, and cancelled orders;
• confirmation rate;
• confirmed revenue and daily order trend;
• active products compared with the full catalog;
• the order journey from recommendation to confirmation;
• confirmed orders by web chat, WhatsApp, and Instagram;
• current order status distribution;
• top products by confirmed quantity and revenue.

Currencies remain separate. Choose a currency above the revenue chart when the selected period contains more than one.

Draft and cancelled orders do not count as confirmed revenue. Cancelling a previously confirmed order removes it from confirmed totals.

Troubleshooting

A status option is unavailable

The order may already be in a later or final stage. Fetchply only offers safe next steps and does not move orders backward.

Totals show more than one currency

This is intentional. Fetchply never adds unlike currencies into one misleading value.

Customer details are incomplete

The order remains a draft and cannot be confirmed. Continue the same conversation so the shopper can provide the missing name, valid email, or delivery address.

A chart is empty

Change the period or clear order filters. Revenue and product rankings begin after the first confirmed order in that period.

Analytics changed after an order was cancelled

This is expected. Confirmed revenue and order totals exclude cancelled orders, while the order journey still shows that a shopper reached the earlier steps.