Returns analytics — how to read the report

A separate report in Dashboards. Subtitle: Volume, return rate, recovery, funnel, and anti-fraud / SLA metrics.

Step by step

The settings bar has five sections: Range, Channel, Quality / status, Metric, and Comparison. Open each with its button; the report reloads automatically after a change.

1. Open Reports → Warehouse → Returns analytics.
2. Under Range, click the button showing the period and set a Date range — a preset (Today, Last 7 / 14 / 30 / 60 / 90 days) or Custom range with From and To dates.
3. In the same window, choose Date basis and Person role. Set these before reading the numbers: they determine which date is used for the period and whose work is counted.
4. Under Comparison, choose Previous period or Year over year to show changes on the cards. Off disables comparison and limits the query to one period.
5. Narrow the data using Channel (integration, country, carrier, category, reason, product) and Quality / status (quality class, decision, status, customer service status, problematic, returned). Each selected filter adds a chip below the sections; Clear all removes them together.
6. Under Metric, choose how rankings and charts are counted: Returns, Units, Value, per-day or per-hour rates, or Discrepancy %.
7. Instead of setting everything manually, choose a preset under Presets: Operational, Quality / anti-fraud, Value recovery, or People trend. A preset replaces the range, metric, and layout, but keeps filters.
8. Read from top to bottom: summary panels and metric cards, then people analysis, lifecycle funnel, backlog by age, benchmarks, and distributions. Refresh recalculates the report; Export XLSX saves the current view to a file.

The URL contains all settings, so you can share a configured view as a link instead of explaining which options to select.

Range

Today, Last 7 / 14 / 30 / 60 / 90 days, or Custom range. Comparison options: Off, Previous period, or Year over year.

Two settings that affect results most

Date basis determines which date is used for the reporting period:

• Received into warehouse,
• Inspected,
• Reported on marketplace.

Person role determines whose work is counted: Receiver, Inspector, Stock poster, or Assignee (putaway).

The same data can produce a different chart with another date basis. Before comparing two periods, make sure they use the same basis.

Filters and metrics

Filters: Integration, Country, Carrier, Category, Quality class, Decision, Status, Customer service status, Reason, Product (name, SKU, or EAN; * or % matches any string), Problematic, Returned.

Metrics: Returns, Units, Value, Returns per day, Returns per hour, Units per day, Units per hour, Value per day, Discrepancy percentage.

Presets: Operational, Quality / anti-fraud, Value recovery, People trend.

Panels

• Summary, Daily averages, Per employee — with productivity distribution: Best, Median, and Lowest units per hour.
• Return lifecycle funnel: Reported → Delivered → Received → Inspected → Processed → Refunded, with transition time. Conversion is calculated relative to the Received stage.
• Backlog by age: <1 day, 1–3, 3–7, 7–14, >14 days.
• Benchmarks by integration, country, and carrier — green means better than average, red means worse.
• Returns by quality class A/B/C/D, broken down by integration and country. A higher share of A is considered positive.
• Return reasons in a Pareto chart.
• Receiving heatmap: day of week × hour.
• People analysis: Ranking, Productivity × quality, People trend, and One-to-one comparison.

Frequently asked definitions

Share of units returned to stock — units posted back into inventory divided by all units received. A low figure means goods are not returning to saleable stock.

Discrepancy percentage — share of lines marked as discrepant compared with the expected contents.

Person-hour — one clock hour during which a person had any activity. Units per hour = total units ÷ total person-hours.

Value — taken from priced order lines, or, if those are unavailable, from the refund amount. A dash means neither value is available.

Reason mismatch — lines where the marketplace reason differs from the reason selected by the employee.