Quickly compare the refunds per reason between the selection and comparison. Are refund reasons changing? What does it say about your products? What does it say about your customers?
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The customer receives a refund because technical reasons prevented access to the product/service.
CS - Fraud/it's not my membership!
A customer receives a refund after telling a customer support agent that fraud has been committed and/or the customer did not create the membership.
The customer support agent perceived a significant threat of a chargeback and refunded the membership.
The merchant requested the refund on the part of the customer without giving a reason.
Risk - Ethoca / Verifi
Ethoca or Verifi indicated that the transaction would become a chargeback.
Risk - Retrieval
Risk - Screening / Suspicious
Human and/or machine review determined a high risk of chargeback
Risk - Stolen Card
The card was stolen.
Risk - TC40 / Safe file
The card networks indicated that the transaction was likely to chargeback.
The customer was refunded because he/she found the membership price to be too high.
Unwanted additional purchase (xsales, onetime shots, oneclicks, xsale upscale)
The customer claims that he/she made an accidental additional purchase. The customer support team identifies a risk of chargeback.
A customer claims that the rebill / upgrade was unwanted. The customer support agent identifies a risk of chargeback.
Wrong offer selected
A customer claims that he/she selected the wrong offer. The customer support agent identifies a risk of chargeback.
Refunded Members per Reason
Count of refunded members by refund reason
Divide the count of the selection by the count of the comparison
X axis (or horizontal axis)
Count of refunds
Y axis (or vertical axis)
Reasons per refund
This report updates daily at 21:00 CET / GMT+2. It shows data from the day before.
Default is 30 days like almost all reports
When comparing data ranges it is good to use the same amount of days in the selection and comparison.
Updated over 2 years ago