Library · Refunds · How to run this
One refund reason can own the mix
Refund reason codes are not a flat blend. One code can own most of the volume. Type top-reason count and total refunds. Top-reason % = top / total x 100.
Pair: Refund reason mix on Refunds. CSAT trade: CSAT vs refund cost. State table: refund window policy.
What you type
Top reason - count for the single largest reason code in the window.
Total refunds - all refunds in that same window (same store / queue cut).
Top-reason % = top / total x 100. Other = total - top. Fix the product, policy, or agent path behind that code when the % is material - do not invent a mix chip.
What not to do
Do not invent a mix percent. Do not merge cancel-save credits into refund reason codes without splitting. Do not treat CSAT lift as a reason fix. Do not average every queue when one reason owns the hole.
Related: Refunds, CSAT vs refund cost, refund window policy, macro miss rate.
Procedure
- Type top reason code count.
- Type total refunds in the window.
- Fix the product or policy behind that code when % is material.
Failure modes
- Inventing a mix percent.
- Merging cancel-save credits into refund reason codes without splitting.
- Treating CSAT lift as a reason fix.
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
- Refund top-reason %
- (Top reason code count ÷ total refunds) × 100 in the same window.
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FAQ
- Is this CSAT vs refund cost?
- Related Richpanel job. [CSAT vs refund cost](/manuals/richpanel-csat-vs-refund-rate) prices CSAT lift against refund fees. This page is reason-code mix only.
- Is this refund window policy?
- Related fork. [Refund window policy](/manuals/refund-window-policy) is fight vs refund by state. This page is which reason code owns the refund count.
- What mix % should I invent?
- None. Type the top reason code count and total refunds from the helpdesk export.