Library · Refunds · How to run this
Aged tickets still carry AOV risk
Aged tickets still carry refund and CB exposure. Cost = aged tickets × AOV/risk $. Ticket-hours = aged × hours. Type aged tickets, hours, and AOV/risk $.
Pair: Aging cost on Refunds. SLA: SLA breach cost. Reopens: macro miss rate.
What you type
Aged tickets — open tickets past the written age gate in the window.
Hours aged — average hours past that gate on the aged set (export, not a blog).
AOV / risk $ — order AOV or refund/CB exposure $ you use per aged ticket.
Cost = aged × AOV/risk. Ticket-hours = aged × hours. Staff the queue when cost is material — do not invent an aging chip.
What not to do
Do not invent an aging percent. Do not mix on-time tickets into the aged count. Do not treat ticket-hours as free of refund risk. Do not ignore CB fees when an aged ticket became a dispute.
Related: Refunds, SLA breach cost, macro miss rate, macro CSAT delta.
Procedure
- Type aged tickets, hours, and AOV/risk $.
- Read cost $.
- Staff the queue when cost is material.
Failure modes
- Inventing an aging percent.
- Mixing on-time tickets into the aged count.
- Treating ticket-hours as free of refund risk.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Aging cost $
- Aged tickets × AOV/risk $ per ticket.
Work with us — We run this job on your accounts. Services
FAQ
- Is this SLA breach cost?
- Related late clock. [SLA breach cost](/manuals/zendesk-sla-breach-cost) prices fee per SLA miss. This page is aged tickets × AOV/risk $ past a written age gate.
- Is this macro miss rate?
- Related quality. [Macro miss rate](/manuals/gorgias-macro-miss-rate) is reopen share. This page is aging cost on open aged tickets.
- What aging % should I invent?
- None. Type aged ticket count and average hours from the helpdesk export.