E-commerce Returns Analytics: Return Rates, Reasons, Reverse Logistics Cost
Analyse an online shop's returns like an operations analyst: return rates by category and size, a reasons Pareto, cost per return, the refund/exchange/credit mix, value recovery, serial returners, refund times and a paid-returns scenario, every cell checked as you go.
The first lesson is free — no account needed.
About this course
An e-commerce returns analytics course that analyses the returns of one fictional online shop selling apparel, electronics and accessories, for e-commerce managers, operations and customer service leads and marketplace sellers. You count return rates by category and size with COUNTIFS and compare the rate by units with the rate by value, turn reason codes into a Pareto chart, build the full cost per return from shipping, handling, refurbishment and write-offs, split returns into refunds, exchanges and store credit and value a shift towards exchanges, follow returned units through grading to the restock and value recovery rate, flag serial returners above two thresholds, measure return windows and time to refund, and model what a 4.95 USD return fee does to orders, returns and contribution. The first lab is free.
Lessons
- Return Rates by Category and Size with COUNTIFSFree
- Return Reasons: Shares, Cumulative Share and the Pareto Chart Pro
- Cost per Return: Shipping, Handling, Refurbishment and Write-offs Pro
- Refund vs Exchange vs Store Credit: the Resolution Mix and Its Margin Effect Pro
- Restock Rate and Value Recovery: New, Open Box or Write-off Pro
- Serial Returners: Returns per Customer, Thresholds and Review Flags Pro
- Return Window and Time to Refund: Date Maths and Service Levels Pro
- Policy Scenario: Paid Returns, Fewer Returns vs Lost Sales (with Chart) Pro