Cancelled and refunded orders

Metrion supports cancelled and refunded orders. When an order is cancelled or refunded, Metrion removes the matching conversion in the ad channel, as long as the channel still allows it. Meta allows this up to 48 hours after the conversion, Google up to 7 days. Cancellations after that are always visible in Metrion's reporting, but can no longer be sent to the channel.

How it works

To use this, turn on cancellations in the sync under Advanced settings. Once enabled, it works as follows:

1. A customer places an order and Metrion sends the conversion to the ad channel.

2. The order is later cancelled or refunded in your store.

3. Metrion updates the order status in its own reporting.

4. If the channel's time limit has not passed, Metrion tells the channel the conversion did not happen and the conversion is deleted there.

This keeps the channel's reporting and bidding based on orders that were actually completed.

Channel time limits

Meta and Google limit how long after the original conversion it can still be removed. These limits are set by the channels, not by Metrion.

After the time limit

A cancellation or refund after the time limit is still recorded in Metrion. You see the order as cancelled or refunded in Metrion's reporting.

The channel no longer accepts the change, so the original conversion stays in Meta's or Google's reporting. As a result, conversion numbers in the channel can be slightly higher than in Metrion. For the most accurate view of completed orders, use Metrion's reporting.

FAQ

Why do Meta or Google show more conversions than Metrion? Orders cancelled or refunded after the channel's time limit stay counted in the channel. Metrion shows them as cancelled or refunded.

Can Metrion remove a conversion after the time limit? No. Meta and Google reject the change once their time limit has passed.

Do I need to set anything up for this? Yes. Turn on cancellations in the sync under Advanced settings. After that, Metrion handles cancelled and refunded orders automatically.