Introduction

The metrics section provides you with a detailed view of your store's returns, exchanges, and refunds. With this data, you can identify trends, optimize processes, and make informed decisions to improve customer experience and operational efficiency.

Main Filters

Before analyzing the different metrics, it is important to know that you can filter the data according to:

• Date range : You can select from the last year, the last 30 days, or the last 7 days.
• Country : If you have more than one country enabled, you can view data for each one separately or together.

Can I export the data?

Yes, all metrics sections allow you to export information in .csv or .xlsx format for more detailed analysis. To export, simply click the three dots to the right of each section and select the corresponding option.

What metrics will I have available?

• Transactions about to expire
• Transactions to review
• Pending approval
• Instant Transactions
• Average return time
• Retained earnings on exchanges
• Revenue withheld on store credit
• % Returns and exchanges
• Total returns and exchanges
• Most returned products
• Return methods
• Most common return methods
• Most common reasons for change
• Refund methods

Transactions about to expire

These are instant transactions that are 7 days or less away from the end of Reveni's coverage, which is 30 days from the customer's request date. If they are not validated within this timeframe, they will be automatically approved.

Transactions to review

These transactions are those that the warehouse or the person in charge of receiving returns has marked as "Transactions to Review." The person responsible for the brand must review them and approve or reject them as appropriate.

If no action is taken within 30 days of the customer's request date, these transactions will be automatically approved.

Pending approval

These are all applications that are currently in one of the following statuses:

• In progress
• Sent
• Received
• To be reviewed

Instant Transactions

Shows the percentage of transactions made through our instant refund or exchange methods. Includes returns made using one of these refund methods: bank transfer, refund to the original payment method, or store credit.

Average return time

Measures the average time it takes to complete a return from start to finish.

Retained earnings on exchanges

Displays the total amount of revenue withheld due to changes made during the selected period.

Revenue withheld on store credit

Displays the total amount of revenue withheld due to changes made during the selected period.

Percentage of returns/exchanges

"Return/Exchange Percentage," represented by a pie chart and a series of bars segmented by time periods. Here's how to interpret it:

• Refund Percentage : Indicates the percentage of transactions in which customers have requested a refund.
• Change Percentage : Represents the percentage of transactions in which customers have opted for a product change.

Trends Over Time : In the bar graph, you can see the evolution of the percentage of returns and exchanges for the period you have selected.

Returns and Exchanges Section

When you access this section, you will find three key pieces of information:

• Refunds : Indicates the total number of transactions in which customers have opted for a refund.
• Exchanges : Represents the number of products exchanged for others. This indicator is useful for measuring the demand for order adjustments without resulting in a total loss of the sale.
• Total Transactions : Represents the total sum of items that have been returned or exchanged, providing an overview of the total volume of adjustments made to orders.

"Most Returned" Section

Here you can see a list of the products with the highest number of returns.

• Product List : The name, image, and variants of each product with the most returns are displayed.
• Total number of returns : Indicates how many times a product has been returned.
• Return Percentage : Indicates what percentage of sales of a specific product have resulted in a return.
  • If your dashboard allows you to view the return rate, this data will reflect the relationship between returns for that product and its total sales.
  • If sales information for each item is not available, the percentage of returns for that product compared to the total number of returned items will be displayed.

Return Methods

In the "Return Methods" section, you can see a breakdown of the options available to customers when making a return. This information helps you understand which methods are most commonly used and evaluate costs or logistics improvements. 

• Return Method List : Displays the different return options available, such as drop-off at a collection point, in-store pickup, home collection, or self-delivery.
• Total number of returns by method : Indicates how many returns have been processed through each method.
• Percentage of Total : Represents the proportion of returns that correspond to each method in relation to the total number of returns.

Most common reasons for returns and exchanges

Includes the total number of transactions for return reasons and their individual percentage of the total.

In this section, you can identify the main reasons customers return products. This will allow you to improve your product offering and reduce the rate of unnecessary returns.

• List of reasons : Displays the most common reasons for returns and exchanges, with the reasons you have previously enabled.
• Percentage of returns by reason : Indicates what percentage of the total returns or exchanges correspond to each reason.
• Total Amount : Displays the total number of returns or exchanges associated with each reason.

Refund Methods

• List of refund methods : The different options used to refund customers are presented, such as bank transfer, in-store credit, and refund to the original payment method.
• Total refunds by method : Indicates how many transactions have been refunded using each method.
• Percentage of Total : Represents the proportion of refunds issued by each method in relation to the total number of refunds processed.
• Total Amount : Shows the total amount of money reimbursed by each method, allowing you to assess the financial impact.

Tips to Get the Most Out of Metrics

Analyze Evolution Over Time

Compare different periods (last 7 days, 30 days, or year) to detect unusual trends or spikes. Identify peak periods (such as sales or special campaigns) and compare them with normal periods to better understand the impact on returns and exchanges.

Segment by Country and Product

If your store operates in multiple countries, review data by region to discover differences in customer preferences or behavior.

For products, see which ones have the highest number of returns and filter by variants or categories to find specific patterns.

Delve into the Reasons for Return

• Review the Reasons for Returns and Exchanges section to identify the most common causes (wrong size, defects, etc.).
• Implement corrective actions : Improving your sizing guide, packaging, or product description can reduce returns.

Observe the Method Preference

In both Return Methods and Refund Methods , evaluate which are most commonly used and why.

A highly requested return method might indicate convenience for the customer, while one with low numbers might require improvements or promotion.

Take advantage of the Return/Exchange Percentage

Check whether the percentage is increasing or decreasing over time. A sustained increase may indicate quality or after-sales service issues.

Compare this percentage to your sales volume to get a more complete picture of the real impact on your business.

Interprets Retained Earnings

Analyze the Retained Revenue metrics for exchanges and store credit to see how much of your sales you're able to retain, even when there's a return.

An increase in these values can be positive (customers exchange or accept credit instead of a full refund), but it can also indicate a need to improve the experience so they don't ask for exchanges in the first place.

Use Export for Detailed Analysis

Export data in .csv or .xlsx formats to cross-reference it with information from your CRM or other platforms (sales, marketing, inventory).

Combining data from different sources can help you discover correlations (for example, whether a certain type of marketing campaign generates more returns).

Take Action Based on Findings

• If you identify a product with a very high return rate, check the description, quality
• Communicate improvements to your customers (e.g., new sizing guide or packaging) and measure the impact on metrics in the next period.

Set Goals and Track Them

• Define specific goals for reducing returns or improving average return time.
• Monitor the results periodically to see if the actions you have implemented are having the desired effect.

Share the Information with Your Team

Make sure everyone involved (warehouse, customer service, marketing) understands the metrics and their importance.

Clear communication helps each department understand how they can contribute to reducing returns and improving the customer experience.