The Sessions page provides a detailed view of all customer interactions with the portal, enabling you to monitor the progress of each session.
You can track whether a session was completed, abandoned, or declined, and gain insights into customer behavior to help improve the return process and overall customer experience.
Sessions List
On the Sessions page, you’ll find a table that lists all portal sessions with key details. Each session is displayed with the following columns:
- ID: A unique session ID to track individual customer interactions.
- Date/Time (UTC): The date and time (in UTC) when the session was initiated.
- Customer ID: The unique identifier for the customer who started the session. Clicking the Customer ID takes you to the customer's profile on your eCommerce platform.
- Order ID: The order associated with the session. Clicking the Order ID takes you to your store's order page.
- Status: The current status of the session shows the stage of the return request, such as:
- Any: Displays all sessions regardless of their status.
- Pending: The session is in progress or awaiting further action from the customer or merchant.
- Declined: The return request was rejected, and no further action is being taken.
- Accepted: The session was completed, and a return request was successfully submitted.
- Offered: A return offer has been made to the customer, but the customer has not yet submitted the request.
- Abandoned: The customer started the portal flow but did not complete it.
- Total Order Value: The total value of the order that is being returned.
- Total Return Value: The total value of the items being returned in the session.
- Action: An action icon to review further details about the session.
Search Session
To view specific sessions on the Sessions page, follow these steps:
- Go to Analytics > Sessions.
- Search or apply filters to find specific sessions.
- Click the action icon to view a session.
View Session Pop-Up
When you click on a session, a pop-up will display more detailed information about the session:
- Session ID: A unique identifier for the session.
- Created Date: The date and time when the session was created.
- Customer ID: The unique identifier of the customer who initiated the session. Clicking the Customer ID takes you to the customer's profile on your eCommerce platform.
- Order ID: The Order ID associated with the order.
- Order Name: The Order Name as it appears in the order confirmation email.
- Status: The current status of the session.
Product Sessions
This section provides details of the return request:
- Image: The product image associated with the return request.
- Name: The name of the returned product.
- Product ID: The unique product identifier of the returned product.
- Return Reason: The reason provided by the customer for the return.
- Answers: Any answers to follow-up questions the customer provided during the session.
- Upload Images: Shows any images uploaded by the customer.
- ReturnGO Offers: The offer provided for the return.
- Balance: The amount that either needs to be refunded to the customer or paid by the customer.
- Offer Status: The current status of the offer.
Session Summary
This section provides an overview of the financial details of the session, such as:
- Total Order Value: The total value of the order.
- Total Return Value: The total value of the items being returned.
- Offer Value: The total amount of virtual currency, such as store credit or gift cards offered to the customer in the portal.