--- title: "Return Reports and Statistics" url: "https://support.acendy.com/en/article/new-article-64079efa-da06-4383-aa96-749a84f099b3" language: "en" last_updated: "2026-09-08T13:07:03.173Z" --- # Return Reports and Statistics ## Return reports and statistics The return reports answer three questions: how much is returned, what is returned, and why. You can find them under **Orders › Returns** - \* \* ## Overview The dashboard under **Orders › Returns › Overview** is the starting point. ### Key figures | Figures | What it is | | --- | --- | | **Units sold** | Number of units sold in the period | | **Units returned** | Number of registered return units, including those not yet received | | **Return rate** | Returned divided by sold, in percentage | The return rate is color-coded: over 20% red, over 10% yellow, otherwise green. ### The filters at the top - **Period** — Today, last week, 30 days, 2 months, 3 months, or a custom period. - **Product** — search for a single product. The entire dashboard will then switch to that product, with its own figures, reason distribution, and a list of individual returns. - **Sales channel** — all channels, online store, POS, or manually registered. The sales channel filters returns, but not sales. **Units sold** still covers everything you have sold, regardless of channel. This is because a sale is not linked to a return channel — «POS returns divided by POS sales» is a different report than this one, not this one narrowed down. It is also stated as a note next to the filter. ### The cards below - **Most returned products** — the five with the highest return rate. - **Customers with the highest return rate** — the top five, with "**See all** to the full list. - **Incoming returns** — returns that have been reported, but not yet arrived. See "Receive and register returns in the control panelReturns by payment method, reason, and shipping - **— three pie charts. Click on a section to view the underlying orders.** - \* \* ## What counts as a return This is what most often causes confusion, so it's worth clarifying. | Comes from | Counts | | --- | --- | | Customer reports return in the online store | Yes | | Return registered at the POS | Yes | | You manually register a return on an order | Yes | | You credit an order | **No** | Crediting is not counted, and that is intentional. A credit note is issued just as often for a price adjustment, a cancellation, or a goodwill refund as for goods being returned. If we counted them, «return rate» would be a credit note report. The dashboard has a dedicated button — "**What counts as a return?** — with the same explanation on screen. ### When a return starts counting **The moment it is registered, not when the goods arrive.** An online store return that the customer has reported but not sent is already included in the figures. That is the correct definition — a return is a return from when the customer notifies — but that means that **Units returned** are not «items on my shelf». If you want to know what is still on its way, Incoming returns answers that. The key figure has a note about this. ### Why the pie charts may show a lower number The charts for reason and return shipping are based on returns registered with a reason. A POS return has neither a return reason nor a return shipping method, so in a store that accepts returns at the checkout, the total in the charts will be lower than **Units returned** above. The card indicates this. - \* \* ## Return rate **Orders › Returns › Return Rate** is the report that compares sold against returned per product. Columns: model, product name, manufacturer, sold, returned, return rate, revenue, return value, and profit. Profit is calculated as (price − cost price) × (sold − returned). If the product lacks a cost price, it says **Missing cost price** instead of a number that would be incorrect. You can filter by period and manufacturer, search and sort in the table, and export the entire report to CSV. The export runs in the background and is placed in the export archive under Reports — it does not wait for you to stand and watch. The report also has a distribution per payment method. It answers a different question than the pie chart above: here you see the return rate for each payment method, i.e., if some payment methods are associated with more returns. The pie chart shows how the period's returns are distributed. - \* \* ## Returned products **Orders › Returns › Returned Products** is the full product table. It opens filtered on products with **at least one return**. Without that filter, most rows would show 0 returns and 0%, because the table also covers everything you have sold in the period. The filter is displayed as a clickable filter chip that you can remove when you want to see the full comparison. Note that a product may have returns in the period without having been sold in it. In that case, it will show 0 sold and 0% return rate, but the returned units are included — anything else would cause the units to disappear from the totals. The CSV export contains all products sold in the period, including those without returns — not just the rows you see on the screen. - \* \* ## Returned orders **Orders › Returns › Returned orders** are the details behind the charts: **one row per returned item line** If an order returns three different products, it gets three rows, each with its own reason. Columns: order, registered date, customer and email, product, quantity, return reason, and return shipping. The filters for reason and return shipping only show values that actually exist in the period, so you will never make a choice that yields zero results. If you click here from a pie chart, the filter is set for you. The order number opens in a new window, so you keep your place in the list. Returns without a reason — or with a reason that has since been deleted — end up in **No reason specified**. The return occurred, and the units still count. - \* \* ## Customers with returns **Orders > Returns > Customers** is the complete list behind the dashboard card, sorted with the highest return rate at the top. Columns: customer, email, units sold, units returned, and return rate with color coding. Click a customer to see their individual returns, including product, quantity, date, and comment. Use it with discretion. A customer with two orders and one return gets a 50% return rate, and that says nothing. It's the customers with many orders and consistently high rates who are worth a conversation. - \* \* ## Tips - Compare the same period last year before reacting to a number. The return rate fluctuates significantly with season and campaigns. - The breakdown of reasons is only as good as your list of reasons. If "Other" is the largest category, it's the list that needs to be cleaned up — not the products. - If the return rate for a single product exceeds 20%, the problem is usually the product images, size guide, or description — rarely the product itself.