See what comes back and why, and how each courier performs on delivery, returns to origin, cost and cash on delivery.
Where to find itReportsTrendsReturns
Before you start
Returns is listed when returns are on for your shop or refunds were recorded. Shipping is listed when courier shipping is on. Turn them on in Shop › Features. If you do not see them there, ask support.
Needs
Turn it on in Shop › Features (ask support if you do not see it)
These two reports appear in Trends only for shops that use the feature. Both have several tables; the CSV contains all of them.
Returns
Open Reports › Trends › Returns.
The report takes returns that were refunded or exchanged in the period, by the date they were resolved. It compares them with units sold in delivered orders placed in the period.
Why items come back is a pie of return reasons.
Refund or exchange is a pie of how returns were resolved.
Most returned products lists Product, Category, Sold, Returned, Return rate and Refunds. Sort it with By units returned, By return rate or By refunds.
Three more tables follow: By category, Reasons and Refund or exchange.
Summary tile
Meaning
Returns resolved
Returns refunded or exchanged in the period
Units returned
Units accepted back. Until an accepted quantity is recorded, the units requested
Return rate
Units returned ÷ units sold in the period
Refunds
Money given back, including delivery charge refunds and exchange price differences
Exchanges
Returns resolved as an exchange
Avg time to resolve
Days from the return request to the refund or exchange
A product that was returned in the period but not sold in it shows "—" as its return rate. In the product tables, Refunds is the value of the items only.
Open Shipping from the report switcher. It covers parcels, not cancelled, of orders placed in the period.
The main table, Couriers, has one row per courier. Further tables: Margin by zone, By state, Top pincodes and COD remittance by courier.
Column
Meaning
Shipments
Parcels booked
Delivered
Share of parcels delivered
RTO (all parcels)
Share of parcels returned to origin
RTO (COD parcels)
The same, for cash-on-delivery parcels only
Failed attempts
Failed delivery attempts the courier reported
Pickup → delivery
Days from the first pickup scan to delivery. If there is no pickup scan, from booking
With courier cost
Parcels that have a courier cost recorded
Charged
The order's delivery charge, split over its parcels
Courier cost
What the courier charges you, where recorded
Margin (costed parcels)
Charged minus courier cost, over parcels with a cost only
COD collected
Cash the couriers took on delivered parcels
COD on the way
Cash due on parcels not yet delivered
Remitted, Awaiting remittance
COD the courier has paid out to you, and what is still owed
Parcels awaiting
Delivered COD parcels not yet in a payout
0–7 days, 8–15 days, 16–30 days, 30+ days
The amount awaiting remittance, by days since delivery as of today
The summary tiles give the same figures for all couriers together. Some have longer names: Avg pickup → delivery, Parcels with courier cost, Shipping margin (costed parcels), COD collected by couriers, COD still on the way, COD remitted to you and COD awaiting remittance.
Remitted counts payouts you recorded on COD remittances. The couriers pay you directly; this report does not move money.
Troubleshooting
"This report needs the … feature, which is not turned on for your shop." You opened a link to Returns or Shipping without the feature.
Margin shows "—". No parcel in the row has a courier cost recorded.
