Afterpay iQ FAQs
CONTENTS
Click title below to navigate directly to that section.
Glossary
General
Using the Portal
Business Insights
Competitive Benchmarking
Top Customer Persona
Channel Insights
Customer Insights
Afterpay Business Hub - General FAQs
GLOSSARY
Sales: ‘Sales’ is defined as the value of approved orders processed through your website / stores with Afterpay as the payment method during the time period specified.
Customers: ‘Customer’ is defined as a single Afterpay account holder with an approved order processed through your website / stores with Afterpay as the payment method during the time period specified.
Orders: ‘Order’ is defined as the quantity of approved transactions processed through your website/ stores with Afterpay as the payment method during the time period specified.
Order Frequency: ‘Order Frequency’ is calculated by taking the total number of orders for the selected filters and dividing it by the number of unique Customers for the selected filters. So for example if you were looking at "Last Month" as your time period and it was June 15th, it would be the total orders approved in the last calendar month - May 2021 (1,000) divided by the number of unique Customers for you in May 2021 (850) eg, 1,000 / 850 = 1.22 Frequency
Average Order Value: ‘Average Order Value’ is calculated by taking the total amount of Sales for the selected filters and dividing it by the total number of orders for the selected filters. So for example, if you were looking at “Last Month” as your time period and it was June 15th it would be the total Sales approved via Afterpay in May 2021 ($150k) divided by the number of Orders for you in May 2021 (1,000) eg, 150,000 / 1,000 = $150 Average Order Value
Top Customer Persona: ‘Top Customer Persona’ means the Afterpay Shopper Persona that makes up the highest share of Customers for the selected filters at the top of the portal.
Online vs In-store: ‘Online’ refers to approved Afterpay sales via your website(s). ‘In-Store’ refers to approved Afterpay sales made in your Brick and Mortar stores using the Afterpay Card.
Sales by time of day: ‘Sales by time of day’ is a “heat map” to show where sales are concentrated from a time of day and day of week perspective.
Top Stores: We determine which stores are the ‘Top Stores’ by ranking the stores from highest to lowest based on Sales for the selected time frame.
Age groups: representative of the share of Sales that each age group contributes to the overall for the selected filters. For example, in the below chart, 18-21 year olds make up 5.3% of sales for this merchant for this period and 22-24 year olds make up 10.4%. The percentages on the right hand side will add up to 100% as it represents all of your sales for that period.
Generation: representative of the share of Sales by generation. Please see below for the age groups that make up each generation
Baby Boomers = born between 1946 - 1964 inclusive
Generation X = born between 1965 - 1980 inclusive
Millennials = born between 1981 - 1996 inclusive
Generation Z = born in 1997 or after
Orders by state: ‘Orders by state’ shows, for the selected filters, where orders are concentrated by state. If you hover over a state it will tell you the name of the state and the number of approved orders for that state for your merchant with global filters applied.
Cross Border Trade: Sales from customers in all other regions excluding your own/ selected region or country
Customer distribution: shows you what % share of your total customer number comes from each Afterpay customer persona.
Customer Index: Likelihood of persona shopping with you vs other Afterpay merchants
GENERAL
Q. What is this product all about?
We want to empower merchants with data and insights to help inform strategic decision making and resultantly have launched Afterpay iQ - an AI-powered insights, visualizations, and near real-time data platform - in one self-service user interface enabling accessible and simplified insights for your entire organization to leverage and a single source of truth on the Afterpay customers. This will enable you to understand your business trends over time, analyze performance and deploy the next best marketing action to acquire and grow your core customer base.
Q. What does IQ stand for?
Technically, IQ stands for “intelligence quotient” or a measure of a person’s intelligence, but here it is the name of our insights portal which is designed to provide you intelligence about your business’s performance with Afterpay, along with customer insights.
Q. Who is it for? Why?
This portal is designed to be used by everyone in your business. From a marketing assistant, to ecommerce manager, to financial analyst, to General Manager - we want to enable everyone to visualize performance with Afterpay and drive growth with customer-centric analytics.
Q. Who can I go to if I have questions?
Please speak to your Relationship Manager or Client Success Manager.
Q. How can I share feedback?
There is a “feedback” button on the right hand side of the portal underneath the filters otherwise feel free to speak directly to your Relationship Manager or Client Success Manager.
Q. When is the data updated?
Data is refreshed daily, w/ a delay of up to 48 hours. Customer Personas data will be refreshed every Monday.
Q. Can I see other merchant’s data?
Data privacy is of the utmost importance to us and this portal is designed to help you understand your performance with Afterpay. As such, the only data you will see in the portal is your own/ merchants that you work for. If you believe you should have access to another merchant ID and its related data please connect with your Relationship Manager or Client Success Manager.
USING THE PORTAL
Q. How do I use the portal?
The portal is designed to be intuitive. When you log in - the first thing you will see is a text based summary of your overall performance with Afterpay. If you only have 2 minutes to look at the portal - this is where you should look. It will tell you how your sales have been growing or declining and what metric is driving this - whether it’s the number of customers or the amount they are spending.
Q. What is the download button for? Can I download individual images?
There are two ways you can download the data from this portal
- You can use the ‘download’ button on the top right of the portal underneath the filters - this will download the entire view of the portal as a png format picture - which you can then email internally or use in presentations.
- Each individual window or visualisation is also available to download. If you hover over a window you will see a download icon appear in the top right window (see below)
If you click on this, you will download a png format image of that window - this can again be emailed internally or used in presentations.
Q. How do the filters work?
The global filters that you see at the top of the portal view (below the text based summary) is the way you can change the type of information you are seeing in real time. You can filter specific data by dimensions that matter to you. If you click on each of the filter boxes - you will see different ways you can view your performance. There may only be one option under a filter selection, depending on how many retailers you work with and how many countries or channels they operate in.
Q. What do the filters mean?
Country
This filter enables you to switch between different countries within the region you are operating in. For example, options you may see are; Australia, New Zealand and All OR United States, Canada and All. You can select an individual country you are operating from to only show results from that country e.g. Selecting Australia will show you sales from your Australian website and stores including orders from overseas customers through our cross border functionality.
And, if you operate in multiple countries in a region you can select All to show aggregated metrics. The currency will be converted using a fixed exchange rate. If you are viewing AU and NZ together, it will be shown in AUD (1 AUD = 1.1 NZD) if you are viewing US and CA together, it will show in USD (1 USD = 1.3 CAD)
Merchant ID
This filter enables you to switch between different merchant IDs or brands that you operate in. You will see listed the Merchant ID (numerical) and also the Trading Name for the brand. Examples of times you may see multiple options here are if you have integrations with different countries in one region or if you manage multiple brand relationships with Afterpay. You can select an individual Merchant ID you manage to only show results from that Merchant ID. You can select All to show aggregated metrics for every merchant you manage.
Customers
This filter enables you to switch between New vs Existing Customers or All for the specific time period
What does ‘New Customer’ mean?
The New Customer metric/ filter used in the portal represents people purchasing with you using Afterpay for the first time in the relevant time period - they may have made a purchase with you before, using another payment method but for the time period you are viewing, they used Afterpay as their payment method, with you for the first time. For example, if you are looking at the time period “last 28 days” selecting New Customer as a filter will mean you are only looking at data of Customers who made their first purchase with you using Afterpay in the last 28 days.
What does ‘Existing Customer’ mean?
The Existing Customer filter used in the portal represents people purchasing with you using Afterpay in the relevant time period, who have previously already made a purchase with you using Afterpay - they are returning customers for the time frame you are viewing.
Channel
This filter enables you to switch between viewing metrics for different sales channels in which you offer Afterpay. For purchases made through your website(s) you can use the “Online” filter, while transactions that have occurred in a Brick and Mortar retail store will show using the “In-store” filter. If you would like to see all sales together, select “All.” Please note, if you only operate in one channel then only that channel and “All” will be available to select, and both will display the same data.
Time Period
This filter enables you to switch between different windows of time to review your performance. When you select an option here - note that all chart legends and growth metrics will also be updated. Examples of time periods you can select are the last 7 days (1 wk), last 28 days (1 month) or 90 days (3 month.) You can also select last month (entire), last year (entire) or view “to date” windows - month, quarter and year.
Compare With
This filter enables you to switch between different comparison windows of time to review your performance. This will update the growth %s and chart visualizations. There are two options:
Previous Period
This means you are comparing your performance in a given metric for a selected time period, and comparing it against the time period immediately preceding it. For example, if you were looking at Sales for the last 7 days and selected Previous Period as your ‘Compare with’, then the growth % would be for the last 7 days (8th - 14th of June 21) vs the prior 7 days (1st - 7th June 21.)
Same period last year
This means you are comparing your performance in a given metric for a selected time period and comparing it to the same time period in the previous year. For example, if you were looking at Sales, for the last 7 days and selected Same Period last year as your ‘Compare with’, then the growth % would be for the last 7 days (8th - 14th of June 21) vs the same 7 days in the prior year (8th - 14th of June 20). Please note we are comparing the selected time window for 2021 with the same time window for 2020.
Q. What is shown when I hover over a chart?
When you hover over a chart, you will see a pop up that gives some insight into your performance in that area on a given point in time (depending on what time period you are viewing) See example below;
The pop up will tell you - what specific time period you are looking at, in this case, one day - the 9th June 2021, the metric you are viewing, in this case Sales, and your result is $42.3k NZD. This helps you get specific information on daily or monthly performance after viewing the chart as a whole.
BUSINESS INSIGHTS
Q. How is ‘Sales’ defined?
‘Sales’ is defined as the value of approved orders processed through your website / stores with Afterpay as the payment method during the time period specified.
Q. Do Sales include Returns?
Sales is the sum of gross transaction amount which includes orders that are later returned and refunded.
Q. What is the growth % measured on?
This is dependent on the values you have selected in the “Time Period” and “Compare with” filter drop downs at the top of the page.
For example, if you are looking at Last month and Previous Period and the date today is the 15th of June 2021, then the growth percentage would be May 2021 sales growth compared to April 2021 sales. The formula would be (May 21 Sales - Apr 21 sales) / April 21 sales.
Alternatively, if you were looking at Last month and Same period last year and the date today is the 15th of June 2021, then the growth percentage would be May 2021 sales growth compared to May 2020 sales. The formula would be (May 21 Sales - May 20 sales) / May 20 sales.
Q. AU customers - Do the sales include GST?
Yes the sales include GST and shipping. Sales are adjusted for any discounts or offers.
Q. Do metrics include cross-border trade?
All metrics except persona include cross-border trade. For more information on cross border trade please speak to your Afterpay Relationship Manager or Client Success Manager.
Q. What currency are my sales shown in?
Wherever sales are shown, you’ll also be told what Currency they are being shown in. A general rule is that you’ll be shown sales in the local currency of the country the specific merchant you are reviewing operates in, or if you operate in multiple countries in a region and are viewing sales for both at the same time, it will be converted using a fixed exchange rate. If you are viewing AU and NZ together, it will be shown in AUD (1 AUD = 1.1 NZD). If you are viewing US and CA together, it will show in USD (1 USD = 1.3 CAD)
Q. How is ‘Customer’ defined?
‘Customer’ is defined as a single Afterpay account holder with an approved order processed through your website / stores with Afterpay as the payment method during the time period specified.
Q. How is ‘Order’ defined?
‘Order’ is defined as the quantity of approved transactions processed through your website / stores with Afterpay as the payment method during the time period specified
Q. How is ‘Order Frequency’ defined?
Order Frequency is calculated by taking the total number of orders for the selected filters and dividing it by the number of Customers for the selected filters. So for example if you were looking at “Last Month” as your time period and it was June 15th it would be the total orders approved via Afterpay with you in May 2021 (1,000) divided by the number of Customers for you in May 2021 (850) eg, 1,000 / 850 = 1.22 Frequency
Q. How is ‘Average order value’ defined
Average Order Value is calculated by taking the total amount of Sales for the selected filters and dividing it by the total number of orders for the selected filters. So for example if you were looking at “Last Month” as your time period and it was June 15th it would be the total Sales approved via Afterpay with you in May 2021 ($150k) divided by the number of Orders for you in May 2021 (1,000) eg, 150,000 / 1,000 = $150 Average Order Value
COMPETITIVE BENCHMARKING
Q. What is Competitive Benchmarking?
Competitive benchmarking allows you to compare your Afterpay performance to your cohort’s Afterpay performance across a number of key metrics. Your cohort consists of all other Afterpay merchants in your business category and country.
To see where your performance sits in relation to your cohort, you will be assigned a rank. There are 10 possible ranking positions you can have, ranging from Top 10% to Bottom 10%.
If you are in the Top 10%, you have performed better than 90% of your cohort. If you are in the Top 20%, you have performed better than 80% of your cohort. If you are in the Bottom 10%, 90% of your cohort has performed better than you.
Your ranking is dynamic. It may change over time, and will be calculated using the most up-to-date data, along with the filter values selected by you at the top of the portal.
In addition to your ranking for the selected time period, you will also see your ranking for the selected comparison time period, so that you can see how your performance has changed over time.
Q. Who will I be benchmarked against?
You will be benchmarked against, or compared to, all other Afterpay merchants in your business category and country.
Q. What metrics is Competitive Benchmarking available for?
Competitive Benchmarking is available for your Business Insights metrics of Sales, Orders and Average Order Value.
Q. Do the filters apply here?
Yes, as with all other metrics available to you in iQ, your ranking will be calculated based on the data you select using the filters at the top of the iQ portal.
Q. How do I see my ranking?
Using Sales as an example, click on the ‘See Ranking’ button in the top right hand corner of the Sales business insight tile. The tile will flip over to reveal your ranking.
To return to the Sales view, click ‘Hide’ in the top right hand corner of the same tile.
Q. How is my ranking calculated?
Take Sales for the last 7-day time period as an example:
We calculate the average Afterpay Sales of each merchant in your business category and country, including you, for the last 7-day time period. We then sort this list of merchants in descending order of average Sales value, i.e. from highest average Sales to lowest average Sales. We divide this sorted list of merchants into 10 equal buckets, each bucket containing the same number of merchants.
The bucket you are in, according to your average Sales, gives you your ranking. The merchants in bucket 1 contain the 10% of merchants with the highest average Sales, and we call these our Top 10%. Those in bucket 2 are the 10% of merchants with the next highest average Sales, and we call these our Top 20%, and so on.
Q. What are the possible rankings?
| Ranking | What does it mean? |
|---|---|
| Top 10% | You are performing better than 90% of your cohort |
| Top 20% | You are performing better than 80% of your cohort |
| Top 30% | You are performing better than 70% of your cohort |
| Top 40% | You are performing better than 60% of your cohort |
| Top 50% | You are performing better than 50% of your cohort |
| Top 60% | You are performing better than 40% of your cohort |
| Bottom 40% | 60% of your cohort is performing better than you |
| Bottom 30% | 70% of your cohort is performing better than you |
| Bottom 20% | 80% of your cohort is performing better than you |
| Bottom 10% | 90% of your cohort is performing better than you |
Q. How do I select my Business Category?
Click on ‘Confirm Business Category’. This option is located under the filters at the top of the portal. You can select your business category from the dropdown menu here. Once selected it will be updated within 7 days.
Q. What if I don’t see my preferred Business Category when selecting?
You can select ‘Other’, and optionally enter a free text Business Category. Please note, we may not be able to compare you to other merchants based on your free text entry.
Q. Can I change my Business Category?
Once selected, you will not be able to update your category manually. In this instance you can reach out to your Relationship Manager or Client Success Manager to request an update to your Business Category.
TOP CUSTOMER PERSONA
Q. What are Customer Personas?
Afterpay has developed a sophisticated unsupervised machine learning algorithm to process our transactional data and assign our customers to individual “personas” based on their purchasing history with Afterpay. We have leveraged merchant and SKU level data in order to create these personas and it gives insight into who a customer is and what their motivations are. It is an enriched way of viewing performance and provides insights into areas of over-performance and opportunities for our merchant partners.
Q. What does ‘ Top Customer Persona’ Mean?
‘Top Customer Persona’ means the Afterpay Shopper Persona that makes up the highest share of Customers for the selected filters at the top of the portal.
Q. How is ‘Average spend’ calculated?
Average spend is calculated by taking the total amount of Sales for the selected filters and associated displayed Top Persona and dividing it by the number of Customers for the selected filters and associated displayed Top Persona.
So for example if you were looking at Last Month and your Top Persona was “Social Shopper” it would be the total Sales made with you via Social Shoppers ($21k) divided by the number of Social Shopper Customers for you last month (150) eg, $21,000 / 150 = $140 Average spend
Q. How is ‘Average order value’ calculated?
Average order value is calculated by taking the total amount of Sales for the selected filters and associated displayed Top Persona and dividing it by the number of Orders for the selected filters and associated displayed Top Persona.
So for example if you were looking at Last Month and your Top Persona was “Social Shopper” it would be the total Sales made with you via Social Shoppers ($21k) divided by the number of total Orders made with you via Social Shoppers for you last month (210) eg, $21,000 / 210 = $100 Average Order Value
Q. How is ‘Order Frequency’ calculated?
Order Frequency is calculated by taking the total number of orders for the selected filters and associated displayed Top Persona and dividing it by the number of Customers for the selected filters and associated displayed Top Persona. So for example if you were looking at Last Month and your Top Persona was “Social Shopper” it would be the total orders made with you via Social Shoppers (210) divided by the number of Social Shopper Customers for you last month (150) eg, 210 / 150 = 1.4 Frequency
Q. How is ‘Average merchants shopped’ calculated?
‘Average merchants shopped’ is calculated by taking the total number of individual Top Persona customers who shopped with a merchant, and dividing it into the total number of merchants with whom those Top Persona customers have shopped.
The formula is: number of merchants with whom customers shopped / number of customers
For example, if last month your Top Persona was “Social Shopper”, take the total number of Social Shopper customers for you last month (150), and divide it into the total number of merchants with whom those 150 customers shopped last month (375), i.e. 375/150 = 2.5 average merchants shopped.
Q. What does the index mean?
An index is a way to compare performance between two groups - generally between a primary group, and a reference group. In our Top Customer Persona, we use an index to compare performance of the Top Persona for the merchant (primary group), with the performance of the Top Persona in the overall territory (reference group). This will tell us how well the Top Persona performs with the merchant, relative to the overall territory.
We use the following formula:
((primary proportion / reference proportion) - 1) * 100
For example, if last month Polished Premium customers made 25% of a merchant’s total sales, but Polished Premium customers made 40% of all sales in Australia, the formula gives: (( 25% / 40% ) - 1) * 100 = -37.5%
We can then say that “Polished Premium customers are 37.5% less likely to shop with this merchant than with other Afterpay merchants.”
Q. How is the index calculated?
To use a working example with the top persona for an AU merchant being Polished Premium with no global filters being selected: looking at the Index for Average Spend, the way it would be calculated is;
Polished Premium Average Spend at your merchant ($200) / AU Polished Premium Average Spend across all merchants ($800) - we then -1 to make it an easy to understand percentage so (($200 / $800) - 1) * 100 = -75% or to put in simple english “Polished Premium spend 75% less with you than with other Afterpay merchants”
CHANNEL INSIGHTS
Q. How are ‘Online’ and ‘In-store’ defined?
‘Online’ refers to approved Afterpay sales via your website(s)
‘In-Store’ refers to approved Afterpay sales made in your Brick and Mortar stores, using the Afterpay Card
Q. Why are 100% of my sales online?
This would be because you don’t offer Afterpay in your physical stores or you don’t have any physical stores. If you believe you should have sales showing for Afterpay In-Store please speak to your Relationship Manager or Client Success Manager, or report the issue in the feedback form.
Q. If a customer shops online and in-store where are they counted?
If a customer shops online and in-store, both of these sales are counted. The chart represents the share of total Sales that each channel represents.
Q. What does the sales by time of day tell me? What do the different colors mean?
Sales by time of day is a “heat map” to show, for the selected filters - where Sales are concentrated from a time of day and day of week perspective. The darker blue a box is, the more sales typically happen in that time window of 1 hour. The more grey a box is, the less sales typically happen in that 1 hour window. If you hover over a box it will tell you, for the selected time period, on average - the value of sales that occurs in that window.
Q. How is the time of day calculated?
The time of day in channel insights will be the time of the day that an order took place. In Canada and the US this will be Pacific time, and in Australia this will be AEST.
Q. How is ‘Store’ defined?
The labeling of individual stores is done by Afterpay upon onboarding with the platform. If you believe you’re missing stores or that stores are mislabeled, please reach out to your Relationship Manager or Client Success Manager.
Q. How do you decide which stores are ‘Top Stores’?
We determine which stores are the ‘Top Stores’ by ranking the stores from highest to lowest based on Sales for the selected time frame
Q. Where does the store naming convention come from?
This is the name which was used to onboard you, if you see inconsistencies and want it to be modified, please reach out to your Relationship Manager or Client Success Manager.
CUSTOMER INSIGHTS
Q. How do you know your customer’s age?
To use Afterpay you must be at least 18 years old. Because of this, we ask our customers their Date of Birth when they sign up to use Afterpay as part of creating their account. This is how we know our customers age.
Q. What does the bar represent for each age group?
The bar is representative of the share of Sales that each age group contributes to the overall for the selected filters. For example, in the below chart, 18-21 year olds make up 5.3% of sales for this merchant for this period and 22-24 year olds make up 10.4%. The percentages on the right hand side will add up to 100% as it represents all of your sales for that period.
What is the Afterpay Business Hub (‘Hub’)?
The Hub is Afterpay’s newly-launched product that provides our merchants with a centralized channel to view and self-manage their account.
Who can access the Hub?
Only users with specific access types can launch the Hub. For now, access is restricted to team members who do not have a Read-Only access type.
I can’t remember my password. What should I do?
Team members can reset their password through the Forget Password function. An email will be sent to their registered email address with a link to create a new password. This expires within 45 minutes. Once a new password has been created, the Hub can now be accessible.
Tip: If the link has already expired without a new password being created, a new link can be regenerated by going through the Forget Password function once more.
How can I tell who in my team has access to the Hub?
Team members can view the list of users linked to their business and their respective access types.
- Click on the Team Members menu option in the side navigation panel.
- View all team members who have access to the Hub.
- The team member status indicates if they have completed their user setup.
- New: The team member is newly-invited and still needs to complete the setup of their password.
- Active: The team member has completed their user setup.
- The team member’s access type indicates their level of permissions. See the differences between the access types.
How do I invite my team members to the Hub?
Team members can now invite and grant user access to their team members via the Hub.
- Click on the Team Members menu option in the side navigation panel.
- Click on the Invite Team Members button.
- Enter each team member’s user details: Email Address, Full name (Name and Surname), Access Type
- Click next.
- Review and confirm the list of team members to be invited.
All brand new team members will receive an email from Afterpay. This is to help them create their own password to complete their user setup.
If a team member has an existing user profile with Afterpay, then they do not need to create a new password. As soon as they have been invited, they can launch the Hub using their existing user credentials.
Tip: If your team member has not received an email, a new email can be regenerated by going through the Forget Password function once more.
Tip: The link to create a new password expires within 45 minutes. If the link has already expired without a new password being created, a new link can be regenerated by going through the Forget Password function once more.
I have many team members to invite. Is there a more efficient way to do this?
Team members now have the option to bulk invite their team members. This allows team members to upload a CSV / Text File of users who need to be invited.
Q. What is the card that pops up when I hover over a persona?
The card that pops up when you hover over a persona is the Afterpay “Information Sheet” or a “Customer Persona Card” for that particular persona. On it, you will find a description of who that customer is, a visual representation of them alongside some key metrics of how and where they shop compared to the Afterpay customer more generally. See below for more information on specific metrics and measures
Q. How is ‘Average spend’ calculated?
Average spend is calculated by taking the total amount of Sales for that persona (with selected filters) and dividing it by the number of Customers for the selected filters for that Persona. So for example if you were looking at Last Month and the card for “Social Shopper” it would be the total Sales made via Social Shoppers in the last month ($12m) divided by the number of Social Shopper Customers last month (20k) eg, $12,000000 / 20,000 = $600 Average spend
Q. How is ‘Average order value’ calculated?
Average order value is calculated by taking the total amount of Sales for that persona (with selected filters) and dividing it by the number of Orders for the selected filters for that Persona. So for example if you were looking at Last Month and the card for “Social Shopper” it would be the total Sales made by Social Shoppers ($12m) divided by the number of total Orders made by Social Shoppers last month (80k) eg, $12,000,000 / 80,000 = $150 Average Order Value
Q. How is ‘Order Frequency’ calculated?
Order Frequency is calculated by taking the total number of orders for that persona (with selected filters) and dividing it by the number of Customers for the selected filters for that Persona. So for example if you were looking at Last Month and the card for “Social Shopper” it would be the total orders made by Social Shoppers (80k) divided by the number of Social Shopper Customers for you last month (20k) eg, 80,000 / 20,000 = 4 Frequency
Q. How is ‘Average merchants shopped’ calculated?
‘Average merchants shopped’ is calculated by taking the total number of individual Persona customers for the region and the selected filters, and dividing it into the total number of merchants with whom those Persona customers have shopped.
The formula is: number of merchants with whom customers shopped / number of customers
For example, looking at “Social Shopper” in Australia last month, take the total number of Social Shopper customers in Australia last month (1,500), and divide it into the total number of merchants with whom those 150 customers shopped last month (3,750), i.e. 3,750/1,500 = 2.5 average merchants shopped.
Q. What does the index mean?
Index is a measure of a metric below or above the baseline average. In this Customer Persona card visualization - it portrays the Personas performance in any metric compared to the performance of that territory overall - with the global filters at the top applied to both (customers, channel, time period.)
Q. How is the index calculated?
To use a working example, if looking at the Polished Premium card for an AU merchant and no global filters are selected, then looking at the Index for Average Spend, the way it would be calculated is;
Polished Premium Average Spend in AU ($400) / AU total Average Spend ($500) - we then -1 to make it an easy to understand percentage so ( $400 / $500 ) - 1 = -20% or to put in simple english “AU Polished Premium spend 80% less than the average consumer”
Q. How often is that card on the pop up updated?
This information is updated monthly.
Q. What does ‘How they shop’ mean?
‘How they shop’ provides a visual breakdown of the persona (and applied global filters) likelihood to shop in each vertical (or industry), compared to the average consumer for those applied global filters.
The way we have broken down the vertical categories is Apparel, Beauty, Dept Stores, Home, Kids, Leisure, Shoes Tech & Wellness.
The way we calculate the % likelihood to shop is by taking the share of sales for a particular persona in a category and dividing it by the average consumers share in that category and making that a percentage for ease of understanding. A working example would be below, looking at Beauty - this persona is 125% more likely to shop Beauty than the average consumer and we have calculated this as per below;
((Personas share of sales that beauty represents ( 40%) / Average share of sales that beauty represents (17.8%) ) - 1) *100 = 125% or
((40%/17.8%)-1)*100 = 125%
Therefore in plain english - AU Trendy Highrollers are 125% more likely to shop in Beauty than the average AU consumer.
Q. What does ‘breakdown by age’ mean?
Breakdown by age is a visual representation of the share of customers that each age group contributes to the overall for the persona you are viewing.
For example, in the below chart, 18-21 year olds make up 11.5% of customers for this persona for this period and 22-24 year olds make up 21.4%. The percentages will add up to 100% as it represents all of the personas customers for that period.
Q. What does ‘Customer Index’ mean?
The ‘Customer Index’ graphic is a visual representation of the likelihood of a given Customer Persona to shop with your merchant vs that personas likelihood to shop with an average merchant
Q. What does ‘relative to Afterpay’ mean and how is this percentage calculated?
Relative to Afterpay is another index. In order to calculate this, we look at the share of a Personas spend with you and compare it with the share of that personas spend overall (both with the global filters applied) and convert it to an easy to understand percentage.
A working example would be, that if a Family Cross Shopper accounts for 40% of your sales in AU and 17.8% of sales overall for AU the formula would be
((40%/17.8%)-1)*100 = 125%
Therefore in plain english, Family Cross Shoppers are 125% more likely to shop with you than with other merchants.
Q. How can I activate specific personas?
Please speak to your Relationship Manager or Client Success Manager.
Q. Can my customers change personas over time?
Yes - customer segmentation is based on purchasing behavior and therefore as behavior can change over time, customers may shift to different personas. This is updated each month, so you may see small percentage changes.
AFTERPAY BUSINESS HUB - GENERAL FAQS
What is the Afterpay Business Hub (‘Hub’)?
The Hub is Afterpay’s newly-launched product that provides our merchants with a centralized channel to view and self-manage their account.
Who can access the Hub?
Only users with specific access types can launch the Hub. For now, access is restricted to team members who do not have a Read-Only access type.
I can’t remember my password. What should I do?
Team members can reset their password through the Forget Password function. An email will be sent to their registered email address with a link to create a new password. This expires within 45 minutes. Once a new password has been created, the Hub can now be accessible.
Tip: If the link has already expired without a new password being created, a new link can be regenerated by going through the Forget Password function once more.
How can I tell who in my team has access to the Hub?
Team members can view the list of users linked to their business and their respective access types.
- Click on the Team Members menu option in the side navigation panel.
- View all team members who have access to the Hub.
- The team member status indicates if they have completed their user setup.
- New: The team member is newly-invited and still needs to complete the setup of their password.
- Active: The team member has completed their user setup.
- The team member’s access type indicates their level of permissions.
How do I invite my team members to the Hub?
Team members can now invite and grant user access to their team members via the Hub.
- Click on the Team Members menu option in the side navigation panel.
- Click on the Invite Team Members button.
- Enter each team member’s user details: Email Address, Full name (Name and Surname), Access Type
- Click next.
- Review and confirm the list of team members to be invited.
All brand new team members will receive an email from Afterpay. This is to help them create their own password to complete their user setup.
If a team member has an existing user profile with Afterpay, then they do not need to create a new password. As soon as they have been invited, they can launch the Hub using their existing user credentials.
Tip: If your team member has not received an email, a new email can be regenerated by going through the Forget Password function once more.
Tip: The link to create a new password expires within 45 minutes. If the link has already expired without a new password being created, a new link can be regenerated by going through the Forget Password function once more.
I have many team members to invite. Is there a more efficient way to do this?
Team members now have the option to bulk invite their team members. This allows team members to upload a CSV / Text File of users who need to be invited.
- Click on the Team Members menu option in the side navigation panel.
- Click on the Invite Team Members button.
- Attach the a list of team members either through the following options: Select a file from your computer by clicking on the "Browse File" link. OR Dropping the file directly in the Bulk Invite section.
- The accepted file formats are CSV and Text Files.
- The required fields in the file are: Email Address, Full name (i.e. Name and Surname), Access Type
- Once the file has been uploaded successfully, the list of team members and their corresponding details are displayed on the screen.
- Click next.
- Review and confirm the list of team members to be invited.
What are the different user access types and permissions?
There are only two main user access types: User and Read-Only.
| Permissions | ||
|---|---|---|
| Access to Afterpay Business Hub | ✅ | ❌ |
| View Afterpay IQ | ✅ | ❌ |
| Manage team members | ✅ | ❌ |
| In the Merchant Portal | ||
| View and download tax invoice | ✅ | ✅ |
| View and download settlement information | ✅ | ✅ |
| View order | ✅ | ✅ |
| Edit orders | ✅ | ❌ |
| Process refunds | ✅ | ❌ |
| Edit shipped status | ✅ | ❌ |
How do I change a team member’s access type?
Team members can now change the access types of other team members.
- Click on the Team Members menu option in the side navigation panel.
- Search for the impacted team member(s).
- Beside their current access type, click on the Change link.
- Select a new access type from the drop down.
- Review and confirm the changes.
How do I remove a team member’s access to our business?
Team members can now remove the access type of other team members, if they no longer need access to the Hub or they have left the business.
- Click on the Team Members menu option in the side navigation panel.
- Search for the impacted team member(s).
- Beside their current access type, click on the Change link.
- Select No Access from the drop down.
- Review and confirm the changes.
Can I see a history of the changes made by my team members?
Team members can review all the changes made by their team by clicking on the Activity Logs menu option in the side navigation panel.
The available fields are as follows:
| Field | Description |
|---|---|
| Date | The date when the change was made |
| Time | The timestamp of when the change was made |
| Team member name | The team member who submitted the changes |
| Activity |
The type of activity - Invite a new team member - Change access type of a team member - Remove access of a team member |
The following activities are tracked as follows:
| Activity | Example |
|---|---|
| Invite a new team member |
“Invited Bob as a Read-Only user” In this example: - Bob is the newly-invited team member - Read-Only is the access type assigned to Bob |
| Change the access type of a team member |
“Changed Bob’s access from Read-only to User” In this example: - Bob is the team member whose access type has been changed - Read-Only is Bob’s previous access type - User is Bob’s new access type |
| Remove access of a team member |
“Changed Bob’s access from Read-only to No access” In this example: - Bob is the team member whose access type is removed - Read-only is Bob’s previous access type - No access means that his access has now been removed |
How do I leave feedback?
Feedback is always welcome! There are many ways to leave feedback.
- Click on the Afterpay IQ menu option in the side navigation panel.
- At the bottom left of the screen, click on the Feedback button.
- Click on the appropriate satisfaction rating.
- Provide comments on how we can improve Afterpay IQ.
- Submit the feedback.
