# Purchase details and conversion credit

Review purchases recorded by INSIDE and inspect the order lines and conversations behind reported conversion credit.

*Release 3.3 · developer, operator, supervisor*

**Visitor details › Purchases** · **History › Conversation History › More Info** · **Reports › Live Chat - Conversion Detail**

## What it is

**Purchases** shows the purchase information available to INSIDE for a visitor. **Conversion Info** and conversion reports help you inspect the order and conversation evidence behind a credited sale. This gives operators purchase context and helps supervisors explain reported conversion figures.

## Who uses it and why

- Operators check a visitor's purchases while helping them.
- Supervisors inspect order lines, amounts and associated conversations when checking conversion credit.
- Developers verify that tracked purchase details reach INSIDE and investigate differences from a commerce provider's order history.

## Where to find it

Select the visitor and open **Purchases** in the visitor details.

In **History › Conversation History**, a conversation with available conversion information can show **More Info** beside **Conversion**. This opens **Conversion Info**.

With the **Reports** role, use **Live Chat - Conversion Detail** in **Reports** for item-level sales evidence, with the filters available to your account. Customer and conversation information is subject to the **Can view Customer PII and Conversation Data** permission.

## How it works

Default purchase history finds tracked purchases for the selected visitor and other visitors linked to the same INSIDE user. It returns the newest purchases first, with product details such as SKU, name, image, quantity and unit price.

To investigate a conversion:

1. Find the conversation in **Conversation History** and check **Conversion**.
2. Open **More Info** when available to inspect the order number, order date, purchased items and totals in **Conversion Info**.
3. Use **Live Chat - Conversion Detail** for a wider review. Its item-level rows connect sales to the associated conversation and operator evidence.
4. Choose the date basis for the question you are checking. **By Chat Date** selects the conversations in the period and can include their later attributed sales. **By Sale Date** selects the sales in the period and can include earlier eligible conversations.
5. Include **Original Currency Data** when available to compare original money with website-currency values.

Conversion reporting can also show whether payment forms were used or completed and the time spent in that workflow. Viewing a purchase does not create a new sale or change its credit.

## Configure it

Purchase history uses the website's tracking and identity links. A configured alternative history integration can replace the default results. Developers should confirm which source the website uses before comparing it with the merchant's order system.

In reports, choose dates, date basis and the relevant channel, team, operator and subsite filters. The website's sales-attribution rules determine whether only the first eligible sale or further eligible sales can contribute. Ask Powerfront to confirm those rules when reconciling a discrepancy.

### Permissions

| Permission | Lets you |
|---|---|
| Reports | Access conversion reports, subject to assigned reporting restrictions. |
| Can view Customer PII and Conversation Data | View permitted customer and conversation information used when investigating purchase evidence. |

## Limits and good to know

- The default purchase-history lookup includes purchases updated within the last year. This does not mean that older records have been deleted.
- A purchase can contain several item rows. Count distinct orders when you need an order count; do not treat every line as a separate sale.
- Tracked history and a provider's order history can differ because they come from different sources and have different lookup rules.
- Linked identity can bring together purchases from more than one visitor record.
- Payment-form completion is an operator confirmation. It does not itself establish a tracked purchase or prove settlement.
- Access to operator purchase history does not authorise disclosure to a visitor. Visitor order information still needs the separate commerce verification process.

## Depends on and works with

### This feature uses

- **Configured in** [Website, channel and subsite access](ADM-009.md): Assigned channel and subsite restrictions affect reporting visibility.
- **Configured in** [Sales attribution to conversations and operators](COM-021.md): Conversation attribution determines the conversion evidence and credited sales.
- **Configured in** [Purchase currencies and conversion](COM-023.md): Website currency settings determine converted purchase values and their display format.
- **Configured in** [Custom scripts managed by Powerfront](EXT-015.md): A Powerfront-managed custom integration can replace the default purchase-history results.
- **Configured in** [Report selection and filters](REP-001.md): Report filters and date basis determine which sales and conversations appear.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Customer and conversation data access remains subject to personal-data permissions.
- **Works better with** [Conversation history and search](CHAT-024.md): Conversation History can open Conversion Info for a recorded conversion.
- **Works better with** [Purchase tracking and sales totals](COM-020.md): Completed purchase tracking supplies the default purchase history; an alternative history integration can replace those results.
- **Works better with** [PCI Payment Form in web chat](COM-024.md): Conversion detail can show payment-form participation and completion alongside sale evidence.
- **Works better with** [Customer contact identities across channels](CRM-005.md): Linked visitors for the same INSIDE user contribute to default purchase history.
- **Works better with** [Sales attribution and conversion reports](REP-008.md): Sales reports expose order-level and item-level conversion evidence.
- **Related** [Store order details and history](COM-013.md): Store order history is a separate source that can differ from tracked purchase history.

### Used by

- **Enhances** [Visitor search and filters](VIS-013.md): Purchase history supports Made Purchase and My Sales searches.
- **Enhances** [Visitor browsing and activity history](VIS-020.md): Recorded purchases contribute sale entries to the timeline.
- **Enhances** [Visitor and conversation information panels](CON-017.md): Recorded purchases supply the Purchases panel and sales history.
- **Enhances** [Purchase tracking and sales totals](COM-020.md): Tracked purchase history exposes recorded purchase detail and conversion evidence.
- **Enhances** [Sales attribution to conversations and operators](COM-021.md): Purchase history can show conversion evidence for a credited order.
- **Enhances** [Purchase currencies and conversion](COM-023.md): Tracked purchase details retain original line prices and currency.
- **Related** [Store order details and history](COM-013.md): Tracked purchase history is a separate source that can differ from store order history.

## FAQ and troubleshooting

### Why is a merchant order missing from Purchases?

Check whether INSIDE recorded it, whether it belongs to the selected or linked visitor, and whether it falls within the default one-year lookup horizon. Also check whether the website uses an alternative history source.

### Why is the same order shown on several report rows?

**Live Chat - Conversion Detail** is item-level evidence. One order can produce a row for each product line.

### Why do By Chat Date and By Sale Date give different totals?

They select different events. A chat in one period can receive credit for a sale in a later period, within the attribution rules.

### Why does a purchase appear for a different visitor record?

Default purchase history includes visitors linked to the same INSIDE user. Check the contact links if the combined history appears incorrect.

### Why is a completed payment form absent from sales history?

The form records manual workflow completion. A tracked purchase must reach INSIDE separately before it appears as purchase evidence.