The Issue Tracker is a powerful tool that enables both merchants and shoppers to report problems with their orders. In the world of e-commerce, addressing issues swiftly and effectively is paramount for customer satisfaction and business success. In this guide, we'll explore how to use the Issue Tracker to efficiently report and gain insights into recurring issues using analytics, with the goal of ensuring a smoother shopping experience for all.
To access the Issue tracker, visit the Orders tab of the Spaceful platform and select the submenu Issue Tracker (BETA).
The dashboard view of the Issue Tracker offers various sorting and filtering options at the top of the page. More information on sorting and filtering is detailed in the section below. The results populated are based on the filters used and are shown in list view. Each reported problem contains the order id, shipped date, delivered date, handling timeline, category, notes, reported date and the resolved status.
Issues that have been reported by a merchant or shopper are automatically logged into Spaceful's internal WMS for resolution. Reported issues will display the resolve status as Unresolved followed by Resolved once it has been resolved with the date and time of resolution updated.
Searching for Issues
Selecting a specific date range or a particular time period is essential to obtain a list of reported issues. To select a time period or date range, select the Advanced Filters text and make a selection. Results can also be filtered by problem category of cause. Alternatively, the option to perform a quick search is available to easily locate a specific reported issue based on the order ID, date or customer name.
Reporting a Problem
In order to report an issue as a merchant, visit the Issue Tracker page and select Report a Problem. A new page will load allowing you to enter the order ID related to the problem, choosing the problem category and entering additional notes with a proof document. Once all the fields have been populated, select the Submit Delivery Problem Report button to finalize the report.
Shoppers also have the ability to report an issue with their order or delivery using intuitive buttons found at the bottom of the Spaceful tracking page that is automatically communicated through SMS or email, learn more about notifications here. Once an issue is selected, the shopper will have the option of describing the issue they experienced and submit the report. All reports submitted by shoppers will be logged and visible in the Issue Tracker dashboard.
Viewing the analytics section of the Issue Tracker to gain insights on problems can be accessed by visiting the Issue Tracker dashboard and selecting the View Analytics button.
Dates Ranges and Filters
In the first portion of analytics section, date filters are made available and can be used to filter reported problems based on particular dates. The default view for dates is currently set to all time and will be displayed on a monthly basis within the chart and dashboard below. One or more problem categories can also be selected in order to obtain specific insights into an issue.
Dates and filters used above directly impact the information displayed in the graph below. Results for each problem reported will be displayed with the corresponding number of reports indicates as a number. Problem categories below the graph can also be selected or unselected to remove them from the interactive graph.
The dashboard view below provides additional insights into reported problems based on the dates and filters selected in the first portion of the analytics. Dashboard rows display problem categories with columns displaying time (months, weeks, days). Reported problems will be displayed in the dashboard as a numerical value and can be selected to view the orders in your orders dashboard. The bottom three rows of the dashboard indicate the total number of orders, the overall success rate (%) and the Spaceful accuracy (%).
Note: The success rate and Spaceful accuracy may differ based on the reported problem categories.