Returns and Fulfillment Reports

Use the Returns and Fulfillment reports to understand why products come back and how completed sales reach your customers.

Returns

Headline and key figures

The headline gives the return rate, whether it is better or worse than the previous period, and how many returns and how much was refunded, for example "Return rate 4.2%, better than the previous period; 12 returns, EGP 340.00 refunded."

The return rate is the number of returns created in the period divided by the completed orders placed in the period.

The tiles are Return rate, Returns, Refund value and Average refund. The change sits on Return rate and compares it with the previous period as a relative change (from 4% to 5% reads as up 25%). A lower rate is better, so a drop shows in green.

Reasons and refund methods

• Return reasons lists why items came back, by number of returns, with each reason's share and value.
• Refund methods shows how much was refunded by each method and its share of the refunded amount.

Products and stores

• Frequently returned products shows the products returned most often relative to how many sold, with Sold, Returned, Return rate and Top reason. The rate badge is green below 5%, amber from 5% to under 10%, and red from 10%. Select a product to open the Products list filtered by its name.
• Returns by store (when you sell in more than one store) shows orders, returns, return rate and refunded amount per store, and names the store with the highest rate. Select a store to open the Returns list for that store and period.

More metrics shows Items returned, Store-credit refunds, Cash and other refunds and Completed orders. Choose Export CSV beside the headline to download the frequently returned products.

Fulfillment

The Fulfillment report covers completed sales and how they reach your customers.

Headline and key figures

The headline gives the share of completed orders that were fulfilled and how many are still pending, for example "92.5% of 120 orders fulfilled; 9 pending."

The tiles are Fulfillment rate, Fulfilled orders, Pending fulfillment and Delivery revenue. Select Pending fulfillment to open those orders in Sales.

Methods, statuses and stores

• Orders by method splits orders between in-store, pickup, delivery and dine-in, with each method's share and revenue.
• Fulfillment status shows where the orders stand (pending, preparing, ready, delivering, completed).
• Delivery performance (shown once you have delivery orders) gives delivery orders, revenue, average delivery order, delivery fees earned and average delivery fee.
• Fees collected shows service and delivery fees.
• Fulfillment by store (when you sell in more than one store) shows the pickup, delivery and dine-in mix, delivery share and pending count per store.

Select a method, status or store to open the matching completed orders in Sales. Choose Export CSV beside the headline to download the methods with orders, share, revenue, average order and fees.