Applies to: All (Users, Managers, & Admins)
Overview
Endear tracks every purchase from your connected sales channels and credits each attributed sale to a single message, based on your brand's attribution rules.
All orders from connected locations (e-commerce and POS) are tracked in Endear.
Sales are attributed based on how a customer engaged with a message and how soon afterwards they purchased. Learn more in What is attribution?
Each attributed sale is credited once, to one message and the staff member who sent it. Credit is not split between staff members.
Orders may not appear if they fall outside your attribution window or were made through a channel that isn't connected to Endear.
What purchases can I see in Endear?
Once you've connected a location to Endear (including your e-commerce site and any POS locations), Endear tracks all purchases made through those channels. No orders are excluded as long as the sales channel is connected. To learn how Endear decides which sales are attributed to messages, see What is attribution?
What happens when multiple staff members message the same customer?
If more than one message falls within your brand's attribution windows, the sale still appears once in your sales report and is credited to one message. Endear chooses that message in this order:
The most recent message the customer replied to
If there's no reply, the most recent message the customer clicked
If there's no click, the most recent message the customer opened
If there's no open, the most recent message the customer received
Engagement comes before timing, so a message the customer replied to two weeks before the order is credited over a message they clicked the day before.
Example: Maya is assigned to Jordan, but Sam helped her on her last store visit. Two days later, Sam sends Maya a follow-up and she clicks a link in it. The next day, Jordan sends Maya a message, which she opens but doesn't click. Maya makes a purchase five days later. The sale is credited to Sam, because a click ranks above an open.
Why is a purchase not appearing in my sales report?
A customer's purchase might not show in your sales report for one of two reasons:
The sale happened outside your brand's attribution window.
The sale was made through a POS or e-commerce site that isn't connected to Endear.
If you believe a purchase should have been reported, you can review the purchase details from the customer's profile page.
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