Troubleshoot steps for Online Order Dashboard

The Online Orders Dashboard of Optimizely B2B Analytics provides an overview of the orders placed in your Configured Commerce instance. When troubleshooting data inconsistencies in the Online Orders Dashboard, you should determine if issues develop from the translation of data between the ERP and the order tables of the Admin Console or between the Admin Console and the Online Orders Dashboard.

The frontend visualization of the B2B Analytics product is powered by Google’s Looker product. The backend data of Online Orders Dashboard is linked to the data tables of the Admin Console of your Configured Commerce instance.

The primary data sources of the Online Orders Dashboard are the OrderLine and CustomerOrder data tables of your Configured Commerce instance. The data in these tables is collected directly by the ecommerce platform.

Once a new order has been registered in the data tables of the Admin Console, a standard integration job will send those orders to your ERP for further processing. Changes made to orders in the ERP will not be reflected in the Online Orders Dashboard, as these changes are typically not sent from the ERP back to the OrderLine and CustomerOrder tables.

The primary tables that are used for the Online Orders Dashboard are OrderLine and CustomerOrder. The Online Orders Dashboard is the only dashboard in the B2B Analytics product that pulls from these two tables.

The secondary tables that are referenced to enrich the online order data are:

Additional tables may be referenced in support of specific filters, such as the CustomProperties table for the customer and product group filters.

The most common difference between the Admin Console order tables and the Online Orders Dashboard is shipping and tax. The Online Orders Dashboard table aggregates data at the order line level. This allows dashboards to be filtered by product, rather than order total. However, this design also requires that shipping and tax cost be excluded for all data aggregation. For example, the ‘Total Sales’ figure on the Online Orders Dashboard does not include totals related to shipping, tax, or any other cost that is applied at the order level instead of the order line level.

Troubleshooting step – When comparing data on the Online Orders Dashboard to an export from your order tables of the Admin Console or the ERP, ensure shipping and tax lines are separated from product cost information and can be removed from aggregate totals. Comparing a subset of data for a specific time period or customer can help to identify which order lines have been included or excluded from each export.

The Online Orders Dashboard pulls its data from the OrderLine and CustomerOrder tables, which are populated directly from the ecommerce site.

Once a new order has been placed on the ecommerce site, the data is typically sent from the OrderLine and CustomerOrder tables to the ERP via an integration job. Once the order data is received by the ERP, further updates may be made to the order, including order cancellation, order line cancellation, order line product change, order quantity change, and/or the addition of a new product. The ERP then sends updated order data to the OrderHistory and OrderHistoryLine tables of the Admin Console, not the OrderLine and CustomerOrder tables.

While the order history tables include the most up to date order details, the OrderLine and CustomerOrder tables will not reflect changes to an order after it was placed by a customer. The OrderLine and CustomerOrder tables exist as the original request received by the customer on the ecommerce site.

This flow of data results in differences in order totals between the Online Orders Dashboard and the ERP, as well as differences between the Online Orders Dashboard and the Order Channel Dashboard.

Troubleshooting step – When comparing exports from the ERP to the Online Orders Dashboard, note that the ERP data includes updates to the order after it was initially placed by the customer. These two data tables will not match perfectly.

The Online Order Dashboard includes a filter for Date Range. The date field that is referenced in this filter is the date field that is linked to the OrderLine data table. This date typically represents the date when the customer submitted the order on the ecommerce site. Though uncommon, your partner can customize the date convention for this data table.

Troubleshooting step – When comparing data in the Online Orders Dashboard to an export from your ERP, ensure that the definition of order date is consistent across the two exports. Typically, the ERP uses a different date convention than the OrderLine data table. For example, the ERP may use the order fulfillment date as the order date, while the OrderLine data table will use the date the customer submitted the order.

Since these dates could span several weeks or months, you must ensure that the filter applied to the Online Order Dashboard matches the filter applied to the ERP export. For example, the group of orders placed by the customer in the month of January will not be the same group of orders fulfilled in the month of January.

The Online Order Dashboard includes a filter for Order Status. The prepopulated statuses included in this filter is the set of filters that appear in the OrderLine table of the Admin Console.

Troubleshooting step – Please review this list of order statuses and confirm which status should be included in the definition of a completed sale, such as “Total sales.” Based on the implementation of your OrderLine table, some statuses may need to be removed via this filter. For example, a status of QuoteRequested may appear in the OrderLine table but would not typically be included in Total Sales.

Option for resolution – If there is a set of order statuses from the OrderLine and CustomerOrder tables that you would like removed from the Online Orders Dashboard, the Optimizely engineering team can filter out those statuses from the backend data of your instance. If this is necessary for your instance, please reach out to your CSM to make that request.

By default, the Online Orders Dashboard includes all orders in the OrderLine and CustomerOrder tables. If there are test products or accounts that have been removed from all ERP reports, there will be a difference in aggregate totals between the ERP and Admin Console.

Option for resolution – The Optimizely engineering team can remove all of orders related to a specified test account or test product upon request. If this is something that you would like implemented for your instance of B2B Analytics, please reach out to your CSM and provide the Account ID and/or Product ID. Once removed, no order data related to those accounts or products will appear in B2B Analytics

If the above troubleshooting steps do not resolve the issues found on the Online Orders Dashboard, please reach out to your CSM to schedule a call with the Optimizely product and engineering teams.

You can also review our documentation on troubleshooting the Order Channel Dashboard.

If the Order Channel Dashboard, Online Orders Dashboard, and the Digital Analytics Dashboards provide accurate data, all 14 dashboards in B2B Analytics should be accurate because the other dashboards share the same data sources.