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Library · Refunds · How to run this

SLA breaches still cost refund exposure

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CalculatorSLA breach cost · Calculator lives in the articleOpen

Tickets past SLA still open refund and CB exposure. Cost = breaches × fee / AOV $. Breach-hours = breaches × hours late. Type breaches, hours late, and fee / AOV $.

Pair: SLA breach cost on Refunds. Labor: helpdesk RMA cost. Reopens: macro miss rate.

What you type

Breaches — tickets that missed the written first-reply or resolution SLA in the window.

Hours late — average hours past that SLA on the breached set (export, not a blog).

Fee / AOV $ — refund fee, alert fee, or order AOV you use as exposure per breach.

Cost = breaches × fee. Breach-hours = breaches × hours late. Staff or rewrite the SLA when cost is material — do not invent a breach chip.

What not to do

Do not invent an SLA percent. Do not mix on-time tickets into the breach count. Do not treat breach-hours as free of refund risk. Do not ignore CB fees when the late ticket became a dispute.

Related: Refunds, helpdesk RMA cost, macro miss rate, CSAT vs refund cost.

Procedure

  1. Type breach count and average hours late.
  2. Type fee / AOV $ per breach.
  3. Staff or rewrite the SLA when cost is high.

Failure modes

  • Inventing an SLA percent.
  • Mixing on-time tickets into the breach count.
  • Ignoring CB fees on late tickets.

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

SLA breach cost
Tickets past first-reply or resolution SLA × fee / AOV exposure per breach. Breach-hours = breaches × hours late.

Work with us — We run this job on your accounts. Services

FAQ

Is this helpdesk RMA ticket cost?
Related labor. [Helpdesk RMA cost](/manuals/helpdesk-rma-ticket-cost) prices minutes × loaded cost. This page prices fee / AOV exposure on SLA breaches.
Is this macro miss rate?
Related quality. [Macro miss rate](/manuals/gorgias-macro-miss-rate) is reopen share. This page is late-SLA breach cost.
What SLA percent should I invent?
None. Type breach count and average hours late from the helpdesk export.