> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Cancelled Orders Over Time, Adobe Commerce > Cancelled Orders Over Time for Adobe Commerce stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) ## At a glance > Daily count and value of cancelled Adobe Commerce orders over the trailing 90 days. The trend view of [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate). Useful for visualising whether a cancellation spike is a one-day anomaly, a sustained 7-to-14-day issue, or a structural change. The 90-day window catches monthly seasonality (end-of-month B2B PO restructuring, payday cycle effects) that a 30-day window would miss. | | | | ------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | Per-day: `COUNT(orders where state = canceled AND date(updated_at) = day)` and `SUM(grand_total)` of those orders. Each day is one bucket. The card returns a 90-element series. | | **API field** | `state`, `updated_at`, `grand_total` from `GET /rest/V1/orders`. The card uses `updated_at` rather than `created_at` because the cancellation event is what's being measured, not the original purchase. | | **VAT / tax treatment** | The value series uses `grand_total` (tax-inclusive on B2C, often exempt on B2B). The count series is tax-irrelevant. | | **Shipping inclusion** | Included in the value series via `grand_total`. | | **Discounts** | Deducted in the value series. | | **Credit Memo refund treatment** | Not relevant; this card tracks cancellations (pre-shipment), not Credit Memos (post-shipment). | | **`state` machine inclusion** | Numerator: `state = canceled` only. Includes auto-cancelled `pending_payment` timeouts. | | **`pending_payment` quirk** | When `pending_payment` orders auto-cancel after 24h timeout, the cancellation event registers on the day of timeout (not on the day of original order create). This can create a 1-day-lag pattern in the chart. | | **Multi-currency `grand_total` vs `base_grand_total`** | Value series uses `base_grand_total` for cross-currency rollup. | | **Store View scope (`store_id`)** | All Store Views by default. Per-Store-View overlays useful for spotting a regional pattern. | | **Time window** | `90D`. | | **Alert trigger** | None by default; this is a trend visualisation. Pair with [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate) for alerting. | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Adobe Commerce data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example A nutritional supplements brand on Adobe Commerce 2.4.6 with US, UK, and B2B Store Views. Window: 90 days ending Monday 4 May 26. **90-day cancellation overview:** | Metric | Value | | ------------------------------------- | -------- | | Total cancelled orders | 387 | | Total `base_grand_total` of cancelled | \$58,400 | | Average daily cancellations | 4.3 | | Standard deviation | 1.8 | | Largest daily count | 31 | **Three notable spikes in the 90-day series:** | Date | Daily cancel count | Cause (per investigation) | | --------- | ------------------ | --------------------------------------------------------------------------------------------------- | | 8 Feb 26 | 22 | Stripe webhook outage during Super Bowl traffic (47 orders went to `pending_payment`, 22 timed out) | | 14 Mar 26 | 31 | Fraud rule false positive (auto-cancelled 28 legitimate orders flagged as fraud) | | 22 Apr 26 | 18 | UK warehouse stock recount, 18 orders cancelled because of physical-vs-system stock mismatch | What this is telling operations: 1. **Three distinct causes**, none repeating: gateway, fraud rule, ops correction. None is a recurring pattern. 2. **The fraud rule spike (31 cancels in one day)** would not have triggered the [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate) alert on its own (one bad day in a 30-day window dilutes; 31/130 = 24%, way over the 3% trigger, but the next day the rate dropped back). The trend view makes the day visible. 3. **Median daily cancel count** (3) reflects baseline `pending_payment` timeouts and routine ops actions; nothing alarming. 4. **Cumulative value at risk over 90 days**: \$58,400 of orders cancelled. About half is timeout-driven (recoverable if customers retry, many do), about a quarter is fraud rule (false-positive cost), about a quarter is OOS-at-picking and other ops causes. 5. **Strategic takeaway**: investing in (a) webhook resilience (timeout reduction) and (b) fraud-rule false-positive tuning would together save \~\$30k of unrecovered revenue per quarter. 6. **Cross-checking [Cancelled-Over-Time](/nerve-centre/kpi-cards/adobe-commerce/cancelled-orders-over-time) against [Stripe webhook delivery success rate](/nerve-centre/stripe/stripe_webhook_health)**: the Feb 8 spike correlates within the hour. Confirms diagnosis. 7. **B2B portal contributed 4 cancellations across the entire 90 days.** B2B is steady at near-zero, as expected. The signal is concentrated in the consumer Store Views. The point: trend visualisation reveals the cause-pattern of cancellations in a way that a single-period rate cannot. A consistent low rate masks intermittent process failures that the chart surfaces. ## Sibling cards merchants should reference together | Card | Why pair it with Cancelled Over Time | | ------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------- | | [Cancellation Rate](/nerve-centre/kpi-cards/adobe-commerce/cancellation-rate) | The single-number summary; this card is its trend chart. | | [Order State Distribution](/nerve-centre/kpi-cards/adobe-commerce/order-state-breakdown) | The decomposition: `canceled` is one state of seven. | | [Refunds Over Time](/nerve-centre/kpi-cards/adobe-commerce/refunds-over-time) | Sister chart for post-shipment refunds. The two together show full money-back trend. | | [Refund-Rate Spike Alert](/nerve-centre/kpi-cards/adobe-commerce/refund-rate-spike-alert) | Spike-alert pair for the post-shipment side. | | [Daily Order Trends](/nerve-centre/kpi-cards/adobe-commerce/daily-order-trends) | The full-volume context. Cancellations as % of daily orders is more informative than absolute count on volatile days. | | [Total Revenue](/nerve-centre/kpi-cards/adobe-commerce/total-revenue) | The denominator-of-context for value at risk. | | [`stripe.stripe_webhook_health`](/nerve-centre/stripe/stripe_webhook_health) | Webhook outages drive timeout cancels. The strongest correlator. | | [`shopify.cancelled_over_time`](/nerve-centre/kpi-cards/shopify/cancelled-orders-over-time) | Cross-platform peer. | ## Reconciling against the vendor's own dashboard **Where to look in Adobe Commerce Admin:** > **Sales > Orders** filtered by Status = "Canceled" with date range = "Last 90 Days". The Admin grid lists individual orders; you can group by date manually via export-and-pivot for the daily series. > **Reports > Sales > Orders** with date range. The Admin report includes cancelled orders by default but does not chart them as a separate series. For the cancellation cause: > **Sales > Orders > \[Order ID] > Comments** has the auto-generated note for timeout cancels and the operator note for manual cancels. **Why our number may legitimately differ from a manual Admin computation:** | Reason | Direction of divergence | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------- | | **Day-bucket using `updated_at`**. The card buckets cancellations by the day of state-transition. Admin's order-list filter shows by `created_at`. A `pending_payment` order created on day 1 that times out on day 2 appears on day 1 in Admin's list but day 2 in this chart. | Up to 1-day lag between admin and card | | **Time-zone**. Admin in Store View timezone; card UTC. Day boundaries shift. | ±1 day on bucket assignment | | **Currency**. Value series uses `base_grand_total`. Admin shows in Store View base currency. | Material on multi-currency | | **`status` rename**. If Admin uses a custom status mapped to the canonical `canceled` state, both should match. Custom workflows that bypass `state` would not. | Material if non-standard workflow | **Cross-connector reconciliation (when these connectors are connected for this merchant):** | Pair | Expected relationship | What divergence tells you | | ---------------------------------------------------------------------------------------- | ----------------------------------------------------------- | --------------------------------------------------------------------------------- | | [`stripe.stripe_webhook_health`](/nerve-centre/stripe/stripe_webhook_health) | Webhook failure spikes precede cancellation spikes by \~24h | A near-perfect correlation; the strongest diagnostic pair. | | [`stripe.stripe_payment_decline_rate`](/nerve-centre/stripe/stripe_payment_decline_rate) | Decline-rate spikes drive `pending_payment` timeout cancels | Another strong correlator. | | Customer service ticket volume | Spikes correlate with customer-initiated cancels | Cancellation spike + flat ticket volume = automated/timeout, not customer choice. | ***
Same-metric documentation cross-reference (for agencies running multiple platforms) * [`shopify.cancelled_over_time`](/nerve-centre/kpi-cards/shopify/cancelled-orders-over-time) * [`bigcommerce.cancelled_over_time`](/nerve-centre/kpi-cards/bigcommerce/cancelled-orders-over-time)
## Known limitations / merchant FAQs **Why does the chart bucket by `updated_at` rather than `created_at`?** The cancellation event is what we're measuring; `updated_at` reflects when the cancellation happened. A `pending_payment` order created on Monday that times out on Tuesday morning is a Tuesday cancellation event. Bucketing by `created_at` would assign it to Monday and conflate the order-creation pattern with the cancellation pattern. **Why use a 90-day window rather than 30?** Cancellation patterns often have monthly seasonality (B2B end-of-month PO restructuring, payday-cycle fraud campaigns, monthly stock counts triggering OOS-at-picking). 90 days catches three monthly cycles, enough to spot recurring patterns. 30 days is too short to distinguish "monthly recurring" from "one-off". **Adobe Commerce vs Magento Open Source: difference?** None at the calculation. Adobe Commerce paid edition's B2B Companies module adds approval-flow cancels (an order rejected by a Company approver moves to `canceled`); these appear in the chart but are typically rare. Open Source merchants without the B2B module don't see this cause. **My multi-store Adobe Commerce, can I overlay Store Views on the same chart?** Yes, configure per-Store-View series in the manifest. Useful for spotting region-specific spikes (a UK warehouse stock-recount that doesn't affect US, for example). **The chart shows a steady decline in cancellations, is that real progress?** Probably yes if it's been sustained for 30+ days. Common drivers of declining cancellation: gateway-callback hardening (fewer timeout cancels), fraud-rule tuning (fewer false positives), MSI reservation-window adjustments (fewer OOS-at-picking). All three are operational maturity wins worth attributing. **Why doesn't this card show abandoned carts?** Abandoned carts are quotes that never became orders; cancelled orders are orders that were created and then cancelled. They're different funnel stages tracked by different tables in Adobe (`quote` vs `sales_order`). For cart abandonment trend, see [Cart-Abandonment Spike Alert](/nerve-centre/kpi-cards/adobe-commerce/cart-abandonment-spike-alert). **A spike on a single day, should I worry?** Not necessarily. Single-day spikes are usually one-off (a webhook burst failure, a fraud-rule tuning incident, a stock-recount). Sustained 7+ day elevation is the worry signal. The chart's value is showing the difference between "yesterday was bad" and "the last fortnight is bad". *** ### Tracked live in Vortex IQ Nerve Centre *Cancelled Orders Over Time* is one of hundreds of KPI pulses Vortex IQ tracks across Adobe Commerce and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.