Introducing Sales Insights — transparency for every checkout

When a customer completes a checkout, they expect an order confirmation to follow. However, issues on the payment service provider’s (PSP) side , such as failed authorizations, timeouts, or even general errors, can prevent the order from being created, even though everything initially appears successful. 

Until now, those cases were hard to track. Merchants could see successful orders, but not the checkouts that failed later in the payment flow. This made it difficult to understand what actually happened, and harder for support teams to help customers quickly.

Therefore, we introduce Sales Insights, a new add-on in Merchant Portal that gives merchants visibility into checkouts that never became valid orders. It’s designed to close the information gap between the customer’s checkout session and the order status in Brink.

A clearer view of your sales flow

Sales Insights indexes all checkouts and maps their payment statuses. Support teams can now search by Order Reference or Email to instantly see whether a checkout was completed, rejected, or put on hold by the payment provider.

Orders can be stopped for many reasons — a declined card, an expired payment session, insufficient funds, or a failed verification step. Sometimes the customer leaves the page too early, or the payment provider never confirms the transaction. Previously, these sessions disappeared into the void. Now, they’re visible and traceable.

The new dashboard visualizes these insights through clear metrics that highlight performance and potential friction points:

• Checkout rate — checkout sessions that successfully converted into completed orders.
• Pending rate — sessions still awaiting payment confirmation.
• Rejection rate — sessions that were rejected by the payment provider.
• On hold rate — sessions placed on hold for manual review.
• Bounce rate — sessions that were started but abandoned before completion.

Merchants can filter the data by store group, market, payment service provider, or reason, giving a complete overview of where customers convert, and where they drop off.

Sales Insights improves operational efficiency for customer support teams by reducing unnecessary escalations and clarifying what happened in each checkout. At the same time, it gives eCommerce managers a valuable layer of conversion data, showing how shoppers move from cart to checkout to completed order.

With this feature, merchants can:

• Quickly confirm the status of any checkout session.
• Identify friction or payment issues early.
• Reduce customer uncertainty and support workload.
• Understand performance across different markets and payment providers.

Now in Merchant Portal

Sales Insights is available for merchants to add to their Brink Commerce environment. It’s a powerful addition that helps teams see, and act on, what’s really happening in their checkout flow.

Transparency, speed, and smarter support — built directly into your Merchant Portal.

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