> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# New Customer Cancelled Orders: Cancellations by First-Time Buyers

> Track cancelled orders from new customers. Monitor acquisition quality, identify checkout friction, and reduce lost revenue from first-time buyer cancellations.

<Tip>
  The number of orders from first-time customers that were cancelled before fulfillment.
</Tip>

## Formula

<Info>
  **New Customer Cancelled Orders** = **COUNT** ( Cancelled Orders ) **WHERE** customer\_type = new
</Info>

### Formula Components

| Metric                                                                                  | Definition                                                          |
| --------------------------------------------------------------------------------------- | ------------------------------------------------------------------- |
| [**Cancelled Orders**](/reference/metrics/orders/adjustments/cancelled-orders)          | Orders marked as cancelled before fulfillment                       |
| [**customer\_type = new**](/data-dictionary/measures-and-dimensions#visitor-dimensions) | Filters to orders from first-time customers with no prior purchases |

| Metadata        |                             |
| --------------- | --------------------------- |
| **Type**        | Number                      |
| **Data Source** | [Shopify](/sources/shopify) |
| **Aggregation** | Count                       |

***

## Example

Your store had **47 New Customer Cancelled Orders** this month out of 1,850 new customer orders:

| Source     | NC Cancellations | NC Orders | Cancel % |
| ---------- | ---------------- | --------- | -------- |
| Meta Ads   | 24               | 950       | 2.5%     |
| Google Ads | 14               | 580       | 2.4%     |
| Organic    | 9                | 320       | 2.8%     |
| **Total**  | **47**           | **1,850** | **2.5%** |

***

## How It Works

This metric counts orders placed by first-time customers that were cancelled before fulfillment in Shopify. A customer is classified as "new" based on having no prior orders. Cancellations typically occur due to payment failures, customer requests, or fraud holds.

***

## When to Use

| Scenario                       | Action                                               |
| ------------------------------ | ---------------------------------------------------- |
| Evaluating acquisition quality | Compare cancellation counts by traffic source        |
| Investigating checkout issues  | Spikes may indicate payment or fraud filter problems |
| Measuring lost opportunity     | Pair with NC Cancelled Amount for dollar impact      |
| Comparing customer types       | Benchmark against returning customer cancellations   |

***

## Related Metrics

| Metric                                                                                               | Relationship                               |
| ---------------------------------------------------------------------------------------------------- | ------------------------------------------ |
| [New Customer Cancelled Amount](/reference/metrics/orders/adjustments/new-customer-cancelled-amount) | Dollar value of these cancellations        |
| [Cancelled Orders](/reference/metrics/orders/adjustments/cancelled-orders)                           | Total cancellations (all customers)        |
| [RC Cancelled Orders](/reference/metrics/orders/adjustments/returning-customer-cancelled-orders)     | Same metric for repeat buyers              |
| [New Customers](/reference/metrics/orders/customers/new-customers)                                   | Total new customers (denominator for rate) |

[See all Adjustments metrics →](/reference/metrics/orders/adjustments)