Reports and Analytics

Updated 11 November 2026

Overview

This article explains the Analytics pages under Insights, which turn your returns into rates and trends: how much revenue comes back, how long returns take, which products and customers drive them, and the estimated benefit of Instant Resolution. For money you can reconcile against Shopify, use Reports instead.

Use the menu on the left to quickly navigate this article.

Before you start

• A connected Shopify store.
• Orders synced, for any tile that needs units or revenue sold as its denominator.

Analytics

Opening Analytics

In the admin, go to Insights > Analytics.

The page has tabs for Returns, Logistics, Products, Customers and Instant Resolution; the title reads, for example, Returns Analytics. A date range (Today, Yesterday, Last 7, 30 or 90 days, Year to date, Last 12 months, or Custom) and per-tab filters sit above the tiles. The selection is kept in the page address, so a view can be bookmarked.

Sync Orders in the header pulls your orders from Shopify and shows progress (Syncing Orders..., then 1240 orders synced (12 new, 30 updated)). Until you do, tiles that need it read No revenue in this range yet. Sync orders to fill this chart. or No data in this range. Sync orders to see units sold.

Screenshot

Insights > Analytics on the Returns tab with the date range picker and the three KPI cards

Returns

Gross revenue, Revenue returned and Revenue return rate, with a Revenue return rate chart; Returned revenue split into Retained and Refunded; Return information with Submitted, Processed and % Processed; Return outcomes; Returns by geography by country and region; and Outcomes by month. Filters: Warranty (All returns, Standard only, Warranty only) and Country.

Logistics

• Overview: Total labels, Total handling fees, Net shipping cost (labels minus fees collected) and Outstanding inventory (shipped back, not yet received). Cycle times: Avg days to process and Avg days to delivery, with a Cycle time trend (days) chart. Then Labels by month with the share voided, Returns by carrier, a By carrier table (Returns, Avg items, Avg ship cost, Avg handling, Net collected) and By destination. Filters: Warranty, Country and Carrier.

Products

Item return rate (returned over sold) and Item exchange ratio (exchanged over returned), Item return rate by month, the tiles Most sold, Least sold, Top and Lowest repeat-purchase drivers, and Highest and Lowest return rate, and a Returns by product table with View Variants on each line. The Reasons & comments sub-tab shows Return reasons, Sub-reasons and Customer comments. Filters: Vendor, Type, Product title and SKU.

Customers

• Customer summary: Customers, Revenue return rate, Net revenue (gross minus refunded), Avg orders / customer, Avg order value, Avg spend / customer, Avg days to return and Avg days to next order. Customer type comparison splits first-time and repeat customers by whether they returned. A+ customers and Costly customers tables list the best and the most expensive shoppers with their orders, return rate, refund ratio and net revenue.

Instant Resolution

Acceptance rate (accepted over accepted plus declined) and Offers shown; Accepted vs declined; the Engagement funnel, where each order counts once; and Net benefit vs a standard return: Net benefit, Refunds given through Instant Resolution, Return shipping and processing avoided, and Avg net benefit per offer. The How this estimate is built tile explains the formula. The label, processing and recovery figures it uses are set with Edit Return Costs under Shopper > Instant Resolution; see Return costs. Two toggles there add to what counts as saved on each Instant Resolution: Do you cover return shipping? counts your average return label cost, and Count original shipping as saved counts the original shipping the customer paid. Neither one refunds anything. Filter: Resolution.

Screenshot

The Instant Resolution tab with the engagement funnel and the Net benefit cards

What the shopper sees

Nothing.

Note: The net benefit is an estimate built from your average label and processing costs and a recovery rate, not exact profit and loss. Analytics count returns; for money you can reconcile, use Reports.

Reports

This section covers the built-in reports under Insights: tables you filter by date and export as CSV, with one line per return, per item, per exchange line, per card charge, per offer or per survey response depending on the report. To build your own table, see Custom reports.

Opening a report

In the admin, go to Insights > Reports and click a report.

Each report opens on its own page with a filter bar, the table, a line count and Export CSV. Back to Reports returns to the list.

Screenshot

Insights > Reports, the Return transactions and Warehouse & shipping groups

The filter bar

• Date basis: Submitted date or Processed date. Some reports offer only Submitted date. With Processed date the bar notes Processed date excludes returns that have not been processed yet.
• Timeframe: Today, Yesterday, Last 7, 14, 30 or 90 days, Last 12 months, Week, Month, Quarter or Year to date, Last week, month, quarter or year, All time, or Custom range with From and To.

Some columns have their own filter with Select All and Clear. The line count and the export both respect every filter.

Return transactions

• Returned Items: one line per returned item, with Return ID, Return Submitted Date, Return Processed Date, Line Item ID, Order Name, Order ID, Product Name, SKU, Outcome, Line Item Status and Line Item Price.
• Exchanges: one line per replacement item, with Exchange Order Name and ID, Exchange Processed Date, Original Order Name, Product Title, SKU, Quantity, Line Item Price, Selection Mode, Advanced Rule ID and Advanced Rule Option.
• Return Totals: one line per return, with Return Policy, Return Country, Warranty Return Type, Return Composition, Return Item Amount, Handling Fee, Bundle Adjustment, Refund, Return Credit, Store Credit Bonus, Exchange Order Name and Exchange Item Amount.
• Refunds: refund returns only, with Return Status, Processed By, Handling Fee, Bundle Adjustment and Total Refund.
• Store Credit: returns that issued a gift card or store credit, with Gift Card ID, Source, Warranty Return Type, Total Gift Card, Handling Fees, Bundle Adjustment and Store Credit Bonus.
• New Revenue: one line per card charge, with Charge Type, Stripe ID and Upcharge Subtotal. Charges that were refunded are left out.

Warehouse & shipping

• Destinations Report: one line per returned item, with Reason and Parent Reason, Carrier, Label Status, Tracking Number, Customer State and Country, Destination with its State and Country, Value and Shipping.

Return reasons

Return Reasons by Product and Return Reasons by SKU count items per reason (Number of Items); the SKU report adds Variant Name and Comment Text. Return Reasons by Line Items lists every returned item with its Return Reason, Parent Return Reason, Comment Text and Return Type (Standard or Warranty).

Other reports

• Needs Review Report: flagged returns and returns in review, with Country, Has Label, Status and Flagged Reason.
• Shop Later Offers: Offer Created Date, Offer State, Bonus Credit Offered and Total Credit Offered.
• Instant Resolution: every return that was shown an offer, with Resolution Name, Decision (Accepted or Declined), Return Type, Offer Type (Dynamic or Fixed), Basis, Configured % and Actual %, Cap, Cap Amount and Cap Applied, Scope, Offer Amount and Refund Issued.
• Shopper CSAT Results: see CSAT report.

Screenshot

The Refunds report with the Processed date basis and Last 30 days chosen, and the Export CSV button

What the shopper sees

Nothing. Reports are internal, and the CSV goes to your browser only.

Note: Cancelled returns are left out of the financial reports; survey responses are kept whatever happens to the return later. Money columns are in your store's base currency and dates are in your store's timezone. Refund, Total Refund and Total Gift Card read the amount actually paid, not the quote; see Refund figures versus quotes.

CSAT report

This section covers the shopper satisfaction survey and the Shopper CSAT Results report. After a return is submitted, the shopper's status page asks two questions and offers a comment box; the answers are collected into the report and shown on each return's page.

The survey

The status page shows a survey card with:

• How was your returns experience?, rated 1 to 5 from Very difficult to Very easy. This question is one of the portal texts you can change; see Portal wording.
• How likely are you to buy from us again? (with your store's name in place of "us" when it is known), rated 1 to 5 from Not likely at all to Very likely.
• Tell us more (optional), a comment box.

After Submit, the card thanks the shopper for their feedback.

Screenshot

The survey card on the shopper's status page with both scales and the comment box

The report

In the admin, go to Insights > Reports, then Shopper CSAT Results under Other reports.

• Overview: Average Return Experience Score and Average Repeat Purchase Likelihood Score for the selected dates, then a Customer satisfaction results by month chart. Each average counts only the answers given: a shopper who skips one of the two questions is left out of that question's average. A month with no answers to a question shows nothing for it.
• Customer satisfaction survey results: every response for the selected dates, with Customer E-Mail, Order ID, Order Name, Survey Submitted Date, Return ID, Return Outcome, Optional Comment, Return Experience Score and Repeat Purchase Likelihood Score. Export CSV downloads the table.

Screenshot

The Shopper CSAT Results report with the two average scores and the monthly chart

What the shopper sees

The two questions and the comment box on their status page, once; after submitting, the thank-you line.

Note: Each return's scores and comment also show in the Customer feedback card on its return page, as Returns experience, Likelihood to buy again and Comment. Survey responses are kept even when the return is later cancelled. An empty comment shows as -.

Custom reports

This section covers custom reports: saved tables you build yourself by picking what each line is about, then picking and ordering the columns. A custom report runs on the same stored figures as the built-in reports, so the two never disagree.

Creating a report

In the admin, go to Insights > Reports, then the Custom reports card at the foot of the page.

1. Click Create report.
2. Type a Report name.
3. Under What is this report about?, choose the base: Line items (one line per returned item), Returns (one line per return), Transactions (one line per card charge), Shop Later offers (one line per offer) or Survey responses (one line per CSAT response).
4. Under Available columns, tick each column you want. They are grouped by Return, Order, Line item, Reasons, Financials, Credit, Shipping and Review, depending on the base.
5. Under Selected, use Move up and Move down to order the columns and Remove to drop one.
6. Click Save Report.

Saving needs a name, a base and at least one column; otherwise the page reads A report name is required., Choose what this report is about. or Select at least one column.

Screenshot

The Create Custom Report page with the Returns base chosen and four columns selected

Note: The base cannot be changed after the report is created; the field reads This can't be changed after the report is created. Make a new report instead.

Running a saved report

Saved reports are listed on the Custom reports card. Each opens with the same filter bar as the built-in reports (Submitted date or Processed date and a timeframe), the table, a line count and Export CSV. Edit Report reopens the builder; Delete Report asks Delete custom report? and reads This permanently removes the report by name.

What the shopper sees

Nothing.

Note: Only columns that come from a stored value are offered, which is why a custom report and the matching built-in report agree to the cent. Cancelled returns are excluded from every base except Transactions and Survey responses.

Please reach out to support@returnzen.app with any additional questions.