Customer Service Overview report metric definitions

Customer Service Overview report metric definitions are described in this section.

Total Refunded Value

The total amount refunded for return transactions.

Note: this is the equivalent of the net refunded value and will include return fees, tax, shipping, promotional refunds etc.

Page Views (ASA)

The number of pages served by the Assisted Selling Application.

Refunded Tax (included)

The value of the refunded tax, which was included in your catalog prices.

Refunded Tax (excluded)

The value of the refunded tax, which was listed separately from your catalog prices.

Refunded Shipping

The value of the shipping charges refunded.

Returns

The number of completed return transactions. This includes returns associated to any orders cancelled in-flight.

Units Returned

The number of items that were returned.

Exchanges

The number of completed exchange transactions.

Units Exchanged

The number of items that were exchanged.

Rejected Exchanges

The total number of exchange transactions that were rejected.

Units Rejected

The total number of items included in exchange transactions that were rejected.

Average Refund Amount

The average amount refunded for the return transactions and the exchange transactions when a refund was given.