Purpose: This article helps you understand the Analytics: Returns dashboard and its KPIs. Providing you with some key insights.
Note: A temporary button is available to return to the old analytics view. This will be removed once the new version is released to all users.
Understanding Returns analytics
The Returns Dashboard provides an overview of your returns, showcasing return volumes by product and country for a clear breakdown.
In this article, we explain the different KPIs (Key Performance Indicators) and what they represent.
The Returns Dashboard shows key return metrics, including:
- Returns over time - the volume of returns within a specific time range
- Return rate - the percentage of shipments that have been returned
- Returns per carrier - the number of returns per carrier
- Returns per country - the number of returns per country
- Returned products - the frequency of which a specific product gets returned
- Returned product reasons - the reason why a product got returned and how many times it was chosen
| Trends | ||
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Arrows |
↗ An upward arrow signifies an increasing trend compared to the previous period |
↙ A downward arrow signifies a decreasing trend compared to the previous period |
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Colors |
● A green arrow indicates an improvement in the performance of this metric. This does not necessarily mean the arrow points upward; in some cases, a downward trend is positive. |
● A red arrow indicates a negative trend in the performance of this metric. This does not necessarily mean the arrow points downward; in some cases, a downward trend is positive. |
Filters
The analytics feature includes multiple filter options, allowing you to refine data and analyze specific aspects of your shipping activities. Using filters effectively helps in identifying trends, assessing performance, and making data-driven decisions.
Available Filters
You can customize the dashboard view using the following filters:
- Date Range – Select a specific time period to analyze shipping trends over days, weeks, or months.
- Add Date Range (Shipping Overview only) – Use this filter to compare your selected timeframe against a second, custom date range. Applying this filter updates all graphs and trend metrics to reflect the comparison, enabling deeper analysis between two distinct periods.
- Brand – Filter parcels by a specific brand if multiple brands are managed under one account.
- Carrier – View parcels handled by a particular carrier to assess performance and reliability.
- Destination Country – Focus on parcels delivered to a specific country to evaluate regional shipping efficiency.
- Integration – Narrow down parcels by sales channels, such as specific e-commerce platforms or order management systems.
- Origin Country – Analyze parcels based on their country of origin to assess outbound shipping trends.
- Product Name – Filter data based on specific products to track their shipping performance and return rates.
- Product SKU – Use SKU-based filtering to monitor the parcels trends of individual product variants.
KPIs and their description
Returns over time
What it shows: This chart displays the volume of return shipments over time, highlighting trends within a selected period. It focuses exclusively on returns, illustrating fluctuations and changes over time.
Utility: By monitoring these trends, you can identify patterns, potential issues, or shifts in customer behavior. This data enables informed decision-making, helping to optimize the returns process, enhance operational efficiency, and improve customer satisfaction.
How it's measured:
Return rate
What it shows: This pie chart measures the return rate, expressed as the percentage of returns relative to total orders. The return rate is calculated by dividing the number of returned orders by the total number of orders and multiplying by 100.
Utility: A green upward trend signals a decrease in the return rate (positive), indicating fewer returns compared to total orders. A red downward trend indicates an increase in the return rate (negative), reflecting more returns. Tracking this KPI helps you identify return trends and adjust operational strategies to address customer behavior effectively.
Returns per carrier
What it shows: This chart displays the carriers alongside the number of return shipments handled by each, offering a clear breakdown of return activity by carrier.
Utility: It helps you monitor the return volume for each carrier, providing valuable insights into their performance and contribution to your overall returns process.
Returns per country
What it shows: This table features four columns: Country, Total Shipments, Total Returns, and the Return Rate (percentage). It offers a clear view of return data by country, highlighting key metrics for each. The table also includes a horizontal scroll, making it easy to navigate when additional rows are present.
Utility: The data helps you analyze where returns are most prevalent and how they correlate with total shipment volumes. This flexibility in viewing returns by country or shipping lane enables deeper insights into regional patterns and shipping performance, supporting more informed decision-making.
Returned products
What it shows: This table displays returned products, including their name, the number of returns, and the return percentage.
Utility: The table helps you identify which products are returned most often, uncovering potential issues such as quality concerns or customer dissatisfaction. These insights can guide decisions to improve product offerings, refine inventory management, and enhance the overall customer experience.
Returned product reasons
What it shows:
This table presents the reasons for product returns, the frequency of each return reason, and the percentage of total returns attributed to each cause. It highlights patterns in product returns, such as defects, incorrect sizing, or customer dissatisfaction.
Utility: By analyzing this data, you can identify recurring issues and take corrective actions to minimize returns. This can lead to improvements in product quality, sizing accuracy, and customer satisfaction, ultimately enhancing the overall shopping experience.