Analytics
Analytics shows how returns are trending, why they happen and how much revenue you keep. Open Analytics in the app menu.
The Overview tab is free on every plan. The Money, Products and Customers tabs are part of Growth and Pro.
Tabs
| Tab | What it shows | Plan |
|---|---|---|
| Overview | Findings, key numbers, where requests are now, how fast returns close, return rates, a trend chart and how returns were resolved. | Every plan |
| Money | Revenue kept, refunds, fees, exchange upsell and average refund. | Growth and up |
| Products | Your most returned products and why customers return. | Growth and up |
| Customers | Who returns, how often and the top returning customers. | Growth and up |
On a plan without full analytics, the locked tabs show a lock icon and an Upgrade to Growth button.
Filters
Filters sit next to the tabs and apply to every tab.
| Filter | Options |
|---|---|
| Date range | Today, Last 7 days, Last 30 days (default), Last 90 days, Last 365 days |
| Comparison | Vs prior period (default) compares with the same number of days just before. Click it to switch to No comparison. |
| Source | All requests, Customer requests, Staff-created requests |
| Country | All countries, or a country from your returns' shipping addresses, shown as a two-letter code like US |
Days are counted in UTC. A request belongs to the day it was created.
Overview tab
What stands out
A short list of plain-language findings for the selected period, up to four. They only appear once there are at least three returns in the period. They can include:
- how much of your return value stayed in the store as exchanges, store credit or replacements, against what was refunded
- a jump or drop of 25% or more in return requests compared with the prior period, when the prior period had at least three requests
On Growth and up, findings can also point out a reason behind 40% or more of returned items, a single product behind 30% or more of returned items, and customers who returned three or more times.
Key numbers
| Tile | What it means |
|---|---|
| Return requests | How many requests were created in the period. |
| Return value | The total price of all items in those requests. |
| Revenue kept | The value of requests where the customer chose store credit, a gift card, a discount code, a replacement or an exchange, so the money stays in your store. |
| Order return rate | The share of orders placed in the period that have a return. |
With comparison on, the first three tiles show the change against the prior period. For requests and return value, a drop is shown as good news. Order return rate has no comparison.
Where requests are now
Each request created in the period is counted by where it is now: Pending review, Approved, in transit, Received, Resolved or Declined. An approved request whose items have arrived counts as Received.
How fast returns close
Two averages, in days:
- Request to item received
- Request to resolved
Each average only counts requests that reached that step. When the prior period has data, each average also shows the change, and a shorter time than before is shown as an improvement.
Return rates
Three rates, all measured against orders placed in your store during the period:
| Rate | Formula |
|---|---|
| Items | Returned items ÷ items ordered |
| Orders | Orders with a return ÷ orders placed |
| Value | Return value ÷ order value |
Only returns on orders placed in the same period count, so a short range can't show a rate above 100%. Cancelled orders are left out.
Trend and resolution mix
The Trend chart plots Return requests, Return items or Return value per day. With comparison on, a dashed line shows the prior period.
How returns were resolved lists each solution with its number of requests and return value, plus a donut chart.
Money tab Growth plan and up
| Number | What it means |
|---|---|
| Revenue kept | Value of requests where the customer chose store credit, a gift card, a discount code, a replacement or an exchange. |
| Refunded | Money refunded on requests created in the period. |
| Retention rate | Kept ÷ (kept + refunded). |
| Fees collected | Restocking and return shipping fees charged. |
| Exchange upsell | Extra paid when customers exchanged for a pricier item. |
| Average refund | Refunded amount per refunded request. |
The tab also has a Trend chart for Revenue kept, Refunded and Fees, and the How returns were resolved table.
Products tab Growth plan and up
- Most returned products: up to 50 products, with items, requests, top reason and value. Sorted by the number of items returned.
- Why customers return: up to 20 reasons, with the number of items and their share of all returned items.
Customers tab Growth plan and up
- Customers who returned: customers with at least one request in the period.
- Repeat returners: customers with more than one request.
- Requests per customer: the average.
- Top returning customers: up to 50 customers, with requests, items, last request date and value.
Serial returners
If one customer returns often, you can stop them from starting new returns with the block list.
Export to CSV
Every Trend chart has an Export CSV button. It downloads one row per day for the metric you've selected. With comparison on, it adds a column for the prior period. Money is exported as plain numbers, like 68.00.
Need every return?
The CSV export covers the daily trend. To export individual returns, see Export.