Library · Refunds · How to run this
Helpdesk RMA labor is not warehouse RMA math
Richpanel-class helpdesks burn minutes on RMA tickets. Warehouse keep-vs-return is a different calculator. Type tickets, minutes, wage, and refund dollars to see labor + refund cost per ticket.
Pair: Helpdesk RMA ticket cost on Refunds. Warehouse move: RMA cost. MID protect: refund to protect.
What you type
Tickets — RMA / return tickets in the window.
Minutes / ticket — measured average handle time (not a blog chip).
Wage $ / hour — fully loaded CS cost.
Refund $ issued on those tickets.
Labor = tickets × (minutes/60) × wage. Total = labor + refunds. Cost per ticket = total ÷ tickets.
What not to do
Do not invent handle time. Do not fold warehouse freight into this labor line. Do not skip keep-vs-return on the unit. Do not treat chat macros as zero cost.
Related: Refunds, RMA cost, refund to protect MID, store credit vs refund.
Procedure
- Type ticket count and measured minutes.
- Type fully loaded wage $/hour.
- Type refund $ on those tickets. Read cost per ticket.
Failure modes
- Inventing minutes per ticket.
- Folding warehouse freight into CS labor.
- Treating macros as zero cost.
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
- Handle time
- Measured minutes per RMA ticket in the helpdesk. Typed, not a blog average.
Work with us — We run this job on your accounts. Services
FAQ
- Is this return ship vs keep-the-goods?
- No. [RMA cost](/manuals/rma-cost) is warehouse inventory math. This page is CS labor dollars on the tickets.
- Is this refund-to-protect-MID?
- No. [Refund to protect](/manuals/refund-to-protect-mid) is one ticket vs a chargeback fee. This page totals labor plus refunds on a pile.
- Can I invent minutes per ticket?
- No. Type measured handle time from the helpdesk.