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.
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.