Library · Refunds · How to run this
CSAT lift is not free of refund fees
Refunds can lift CSAT. They also burn fee $ (processor refund fee, alert fee, or CB fee if the credit failed). Fee total = refunds × fee $. Cost per CSAT point = fee total ÷ CSAT delta. Type refunds, CSAT delta, and fee $ / refund.
Pair: CSAT vs refund cost on Refunds. MID headroom: refund to save MID. Two books: alert vs CS double refund.
What you type
Refunds — refund (or alert credit) count in the window that you claim drove the CSAT move.
CSAT delta — point change on the helpdesk CSAT export for that same window (typed, not a blog target).
Fee $ / refund — processor / alert / CB fee dollars per refund from the invoice.
Fee total = refunds × fee. Cost per CSAT point = fee total ÷ CSAT delta when delta > 0. Cut the refund play when $ per point is ugly — do not invent a “healthy CSAT.”
What not to do
Do not invent a CSAT percent. Do not mix unrelated refunds into the count that moved CSAT. Do not ignore fee lines because the scoreboard looks green. Do not treat CSAT lift as free of chargeback risk later.
Related: Refunds, refund to save MID, alert vs CS double refund, macro miss rate.
Procedure
- Type refund count and fee $ per refund.
- Type CSAT point delta from the helpdesk export.
- Cut the refund play when $ per point is high.
Failure modes
- Inventing a CSAT percent.
- Mixing refunds that did not move CSAT into the count.
- Ignoring fee lines because the scoreboard looks green.
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
- CSAT refund EV
- Fee dollars spent on refunds that moved a typed CSAT point delta. Cost per point = fee total ÷ CSAT delta.
Work with us — We run this job on your accounts. Services
FAQ
- Is this refund to save a MID?
- Related spend. [Refund to save MID](/manuals/refund-to-save-mid) spends refunds for ratio headroom. This page prices fee $ against a typed CSAT delta.
- Is this alert vs CS double refund?
- Related books. [Alert vs CS double refund](/manuals/alert-vs-cs-double-refund) catches two credits. This page is fee EV on refunds that moved CSAT.
- What CSAT lift should I invent?
- None. Type the CSAT point delta from your helpdesk export for that refund window.