Overview of Analytics Refresh
We’ve made several updates to Returnly Analytics giving you deeper insight into your product returns, plus faster load times and a fresh new look. Here are a few things you should be aware of as you navigate the new dashboards. To learn more about analytics, see here.
Exchanges and Repurchases Now Split
In the Credit tab, you’ll now find 1:1 exchanges and Credit repurchases split into two different reports helping you better understand how your customers reconvert.
An exchange for the same price product in a different size or style made within the return flow roll up into the Exchanges report. New purchases made with Returnly Credit that happen outside the return flow roll up into the Repurchases report. Each report includes Total Volume, Total Value and Conversion Rate for the time period selected.
CSAT & Shopper Feedback Now Featured
In the Overview tab, we've surfaced a quantitative CSAT metric of how satisfied customers are with your return experience, and more importantly, qualitative feedback that explains why. This feedback and survey is collected on the return confirmation page.
Benchmarking tip: When Returnly Instant Credit and Exchanges is offered, which allows customers to get the new item delivered before returning the original, we see an average CSAT score of 91.
Tracking Uplift on Credit Repurchases
In addition to breaking out transaction types, you can also easily track the increase in order value on repurchases made with Credit. To calculate Uplift Percentage, we take the total value of new merchandise purchased using Returnly Credit divided by the original return value of repurchase credit used.
Streamlined Returns Reporting
In the Overview tab, you’ll see a cleaner, consolidated collection of return reporting at both the consumer and warehouse level. Some of the featured reports included are: total returned items and orders broken out by volume and value, return rate broken out by first-time customers and repeat customers, and more.
Getting Access to Returnly Analytics
Returnly Analytics is available on the Returnly Premium plan. If you upgrade from a plan that does not have Analytics to a plan that does have Analytics, the historical data from the time you were on your previous plan will be available. Likewise, if you downgrade your plan and re-upgrade in the future, the analytics will still be available from when you had a non-Analytics plan. If you are interested in upgrading your plan, reach out to us at email@example.com.