Users of e-commerce services are buyers or sellers and the goal is to facilitate transactions between them with trust and reliability. However, a series of events may make those transactions unsuccessful.
Among other things, orders fail due to issues with payment or fulfillment. Some of these reasons are reported in the Table below.
|1||Items do not arrive.|
|2||Items do not match the description.|
|3||Items are damaged.|
|4||Payment processing failed.|
|5||A payment is a fraud.|
In turn, it appears crucial to monitor KPIs that provide an accurate snapshot of
how well the e-commerce service fulfills the transactions because failed transactions make users of e-commerce services unhappy. If failures repeat,
they will lose trust, which will affect the performance of the business.