> ## 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. # Order Completion Rate, Square Online > Order Completion Rate: share of orders that reach a COMPLETED state in the period. The health check on fulfilment and checkout flow. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) > Share of orders that reach a COMPLETED state in the period. The health check on fulfilment and checkout flow. ## At a glance > The proportion of orders in the window that finished cleanly, reaching the `COMPLETED` state in the Square Orders API rather than stalling in `OPEN`, slipping to `CANCELED`, or sitting unfulfilled. A high completion rate means orders flow from placement to fulfilment without friction. A dip is an early operational tell: a checkout regression, a fulfilment bottleneck, or a spike in cancellations. | | | | ------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(orders WHERE state = COMPLETED) / COUNT(orders in scope)` across the window. The denominator is every order Square indexed in the period except `DRAFT`. | | **Order states involved** | Square's Order `state` enum is `OPEN`, `COMPLETED`, `CANCELED`, `DRAFT`. This card's numerator is `COMPLETED` only; `OPEN` (in flight) and `CANCELED` (lost) both drag the rate down. | | **VAT / tax treatment** | n/a, this is a ratio of order counts, not money. | | **Refunds** | n/a to the rate. A `COMPLETED` order that is later refunded stays `COMPLETED`, the refund lives on a separate `Refund` object and is tracked on [Refund Rate](/nerve-centre/kpi-cards/square-online/refund-rate). | | **Channels / sources** | **POS, web, and Invoices all contribute.** Square POS sales typically complete instantly at the register, so a POS-heavy account runs a naturally high completion rate. Square Online web orders move through fulfilment (pick, pack, ship) and can sit `OPEN` for days. A channel mix shift toward web can lower the headline without anything being wrong. Split by `source.name` or `location_id` for a true read. | | **Currency / unit** | percent. No currency. | | **Time window** | `30D vsP` (default 30D vs the prior 30D) | | **Alert trigger** | `< 95%`, threshold-based | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Square Online 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 US home goods merchant on Square: one retail showroom plus a Square Online storefront that ships nationwide, and occasional Square Invoices for trade customers. The 30-day window covers 14 Mar 26 to 12 Apr 26. | Channel | Orders in window | COMPLETED | OPEN (in flight) | CANCELED | Completion Rate | | ---------------------- | ---------------- | --------- | ---------------- | -------- | --------------- | | Square POS, showroom | 2,400 | 2,394 | 0 | 6 | 99.8% | | Square Online, web | 1,180 | 1,060 | 84 | 36 | 89.8% | | Square Invoices, trade | 60 | 54 | 4 | 2 | 90.0% | | **Total (this card)** | **3,640** | **3,508** | **88** | **44** | **96.4%** | Three things to notice: 1. **POS props the headline up.** At 96.4% chain-wide the card sits above the `< 95%` alert line, but the web channel alone is at 89.8%, well below it. POS completes instantly at the register and dilutes the web signal. If web is a meaningful share of revenue, pin a per-channel panel filtered to `source.name = Square Online Store` so a web fulfilment problem cannot hide behind retail. 2. **OPEN orders are not lost, they are pending.** The 88 `OPEN` web orders are mostly awaiting pick and pack; they will flip to `COMPLETED` over the next few days and the rate for this window will tick up. This is why the rolling 30-day read is more trustworthy than today: recent days always look worse because their orders have not had time to finish. 3. **CANCELED orders are the part to watch.** The 44 cancelations are the genuinely lost slice. A sudden jump in `CANCELED` (rather than `OPEN`) points to oversells, payment failures, or customers abandoning after placing. Cross-reference [Canceled Orders (24h)](/nerve-centre/kpi-cards/square-online/canceled-orders-24h) to see whether the cancelations are clustering in a recent burst. ## Sibling cards merchants should reference together | Card | Why pair it with Order Completion Rate | | ------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [Orders by Status](/nerve-centre/kpi-cards/square-online/orders-by-status) | The full breakdown behind this single ratio. Completion Rate collapses the `state` enum into one number; Orders by Status shows the `OPEN` / `COMPLETED` / `CANCELED` split that explains a move. | | [Open Orders](/nerve-centre/kpi-cards/square-online/open-orders) | A falling completion rate driven by a rising `OPEN` count is a fulfilment backlog, not lost sales. This card tells you which. | | [Canceled Orders (24h)](/nerve-centre/kpi-cards/square-online/canceled-orders-24h) | A falling completion rate driven by cancelations is the dangerous case. This card surfaces a recent cancelation burst before the 30-day rate reacts. | | [Refund Rate](/nerve-centre/kpi-cards/square-online/refund-rate) | Completion and refund failures often share a root cause (a bad SKU, a fulfilment slip). A completion dip plus a refund spike points to one incident. | | [Total Orders](/nerve-centre/kpi-cards/square-online/total-orders) | The denominator context. A completion-rate move on a tiny order count is noise; on a large count it is signal. | | [`shopify.order_completion_rate`](/nerve-centre/kpi-cards/shopify/order-completion-rate) | Same metric definition for agencies running clients on Shopify. Documentation cross-link, not a reconciliation. | | [`bigcommerce.order_completion_rate`](/nerve-centre/kpi-cards/bigcommerce/order-completion-rate) | Same metric definition on BigCommerce, same merchant tier as Square. | ## Reconciling against Square **Where to look in the Square Dashboard:** [Square Dashboard, Orders](https://squareup.com/dashboard/orders/overview). Set the same date range you've selected here, leave the *Location* filter on **All locations**, and use the status filters to view **Completed** vs **Open** vs **Canceled**. Divide the completed count by the total to compute the rate manually; it should track this card closely. Other Square Dashboard views that *look* like the same number but aren't: * **Orders, Completed filter**: this is the numerator of this card. The rate also needs the denominator (all non-draft orders). * **Reports, Sales summary**: counts revenue, not order states. A completed order and an open order both count once placed; Sales summary will not separate them. * **Orders, Shipments / Fulfilments tab**: tracks fulfilment sub-states, which are finer-grained than the Order `state` enum this card uses. **Why our number may legitimately differ from Square Dashboard:** | Reason | Direction of divergence | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------- | | **In-flight orders**. Recent-day orders sit `OPEN` until fulfilled. The most recent days of the window always read lower until those orders complete. | Vortex IQ lower on recent days, self-corrects | | **Time zone**. Square reports run on the location's local time zone; Vortex IQ runs on UTC by default. Orders near midnight on boundary days fall on different sides. | Boundary days off by a few orders | | **Draft handling**. Square `DRAFT` orders (saved carts, unsubmitted invoices) are excluded from both numerator and denominator here. If a dashboard view includes drafts, its denominator is larger. | Vortex IQ higher when dashboard counts drafts | | **Channel mix**. POS completes instantly; web completes over days. If your dashboard view is filtered to one channel, the rate shifts accordingly. | Variable by filter | | **Sync lag**. Square's Orders API is near-real-time but the most recent \~5 minutes may not be in our index. | Self-resolves within minutes | **Cross-connector reconciliation:** | Card | Expected relationship | What causes legitimate divergence | | ---------------------------------------------------------------------------------------------- | --------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [`google_analytics.conversion_rate`](/nerve-centre/kpi-cards/google-analytics/conversion-rate) | GA4 measures session-to-purchase, not order-to-completion | GA4 only sees Square Online web, never POS, and measures a different stage of the funnel. The two cards answer different questions; do not expect them to match. | **The Square unified-orders advantage:** because Square POS, Square Online, and Square Invoices all write to one Orders API with one `state` enum, this card gives a genuine cross-channel completion read that platforms with bolted-on POS cannot. Just remember the flip side: a single high headline can mask a struggling web channel, so split by `source.name` when web matters. ***
Same-metric documentation cross-reference (for agencies running multiple platforms) The same definition of Order Completion Rate lives on other commerce platforms. This is **not a reconciliation**, your Square Online store doesn't have a parallel store on Shopify or BigCommerce to compare numbers against. These cross-links exist so agencies running multi-platform client books can navigate between identical metrics across the docs. * [`shopify.order_completion_rate`](/nerve-centre/kpi-cards/shopify/order-completion-rate) * [`bigcommerce.order_completion_rate`](/nerve-centre/kpi-cards/bigcommerce/order-completion-rate) * [`adobe_commerce.order_completion_rate`](/nerve-centre/kpi-cards/adobe-commerce/order-completion-rate)
## Known limitations / merchant FAQs **What counts as a "completed" order?** An order whose Square `state` is `COMPLETED`. Square's Order `state` enum runs `OPEN`, `COMPLETED`, `CANCELED`, `DRAFT`. This card divides the `COMPLETED` count by all non-draft orders in the window. An `OPEN` order (placed but not yet fulfilled) and a `CANCELED` order both pull the rate down, but for very different reasons: one is pending, one is lost. **My rate is 96% chain-wide but my web orders feel stuck. What's going on?** Square POS completes at the register instantly, so a retail-heavy account runs a naturally high completion rate that can mask a struggling web channel. Pin a per-channel panel filtered to `source.name = Square Online Store`. If the web slice is below `95%` while the chain-wide number is above it, the problem is real and the headline is hiding it. **Why does today's completion rate always look low?** Today's orders have not had time to be fulfilled, so a large share sit `OPEN` and have not yet flipped to `COMPLETED`. The rate for the most recent days always reads low and climbs as orders finish. **Use the rolling 30-day view for a stable read**, which is why the alert window is `30D vsP` rather than `1D`. **Does a refunded order still count as completed?** **Yes.** A refund does not change the order's `state`; the order stays `COMPLETED` and the refund lives on a separate `Refund` object. Refund leakage is tracked on the [Refund Rate](/nerve-centre/kpi-cards/square-online/refund-rate) card. A high completion rate with a high refund rate means orders are flowing but quality or fulfilment is failing after the fact. **Open orders are dragging my rate down. Is that bad?** Not necessarily. `OPEN` means pending, not lost. A backlog of `OPEN` orders is a fulfilment-speed signal, watch [Open Orders](/nerve-centre/kpi-cards/square-online/open-orders) to see whether the backlog is growing or clearing. Cancelations are the part to worry about; an `OPEN` order usually becomes `COMPLETED` in time. **Can I change the 95% alert threshold?** Yes. `< 95%` is the default trigger. The per-merchant threshold can be customised in your Vortex IQ workspace settings. A pure-POS account might comfortably sit at 99% and want a tighter trigger; a web-heavy account with multi-day fulfilment might set a lower floor to avoid noise. **What's the action playbook when this card drops?** Three checks in order: (1) [Orders by Status](/nerve-centre/kpi-cards/square-online/orders-by-status), is the drop driven by rising `OPEN` (fulfilment backlog) or rising `CANCELED` (lost orders)? (2) if cancelations, check [Canceled Orders (24h)](/nerve-centre/kpi-cards/square-online/canceled-orders-24h) for a recent burst and look for an oversell or payment-failure cause, (3) per-channel split, is it the web channel specifically? a web-only completion drop usually points to a fulfilment or checkout regression, not a demand problem. *** ### Tracked live in Vortex IQ Nerve Centre *Order Completion Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Square Online 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.