Refunds
The Refunds report provides visibility into all refunds issued to your customers. Understanding your refund patterns helps identify product issues, customer satisfaction problems, or billing disputes that may need attention.
This report is accessible from the Cashflow tab group under "Refunds".
Overview
The Refunds report includes a timeline chart showing your total refunds over time, along with a detailed breakdown table and transaction-level detail.
Timeline chart
The timeline chart displays total refund amounts over the selected period, shown in red since refunds represent money flowing out of your business.
Hover over any bar to see the refund amount and count for that period.
Movement table
The movement table shows refund data across time periods:
| Row | Description |
|---|---|
| Total refunds | Total amount refunded in each period |
| Refund count | Number of individual refunds issued |
| Refund rate | Percentage of revenue refunded |
Detail table
Click on any cell in the movement table to see the individual refund transactions for that period. The detail table shows:
- Date - When the refund was issued
- Customer - Who received the refund (links to customer profile)
- Description - The invoice or transaction reference
- Amount - The refund amount in both the original currency and your base currency
Summary metrics
The summary section at the top shows key metrics:
- Refunds (MTD) - Month-to-date refund total with comparison to the same period last month
- Refund rate (MTD) - Refunds as a percentage of revenue, month-to-date
- Refunds (YTD) - Year-to-date refund total with comparison to the same period last year
- Refund rate (YTD) - Refunds as a percentage of revenue, year-to-date
Green/red indicators show whether metrics are improving or deteriorating compared to the prior period.
Filters
The Refunds report supports comprehensive filtering:
- Date range - Select custom ranges or preset periods
- Interval - View by day, week, month, quarter, or year
- Currency - Choose your reporting currency
- Additional filters - Filter by plan, region, customer segment, payment method, etc. (see all filters)
Exporting the data
Export the refund data as CSV by clicking the download icon. This includes all refund transactions within the selected date range and filters.
Practical tips
- Monitor trends: A sudden spike in refunds may indicate a product issue, billing error, or fraudulent activity that needs investigation.
- Segmentation: Use filters to identify if refunds are concentrated in specific plans, regions, or customer segments.
- Benchmarking: A healthy SaaS refund rate is typically under 2% of revenue. Rates above 5% warrant attention.
- Seasonal patterns: Some businesses see higher refund rates after annual renewals or during certain seasons.
