Refunds
The Refunds report shows the money you returned to customers, and how much of your revenue it is. A rising refund rate is often the first sign of a product, sales or billing problem, so it's worth following over time.
You'll find it in the Cashflow tab group, under Refunds.
Overview
Timeline chart
The chart shows your refunds per period. The Show selector next to the interval switches between:
- Amount – the money refunded, in your reporting currency
- Count – the number of refunds
- Percentage – your refund rate: refunds as a share of Gross cashflow (your customers' payments after discounts, without taxes, as in the Cashflow report)
Below the chart, a strip shows the totals for the whole date range: the amount refunded, the number of refunds and the refund rate.
Table
| Row | Description |
|---|---|
| Refunds | The money refunded in each period |
| Number of refunds | How many refunds were issued |
| Customers refunded | How many customers got money back |
| Refund rate | Refunds as a share of Gross cashflow |
Click an amount to list the refunds behind it: the date, the customer (click to open their profile), Stripe's description and the amount, in the original currency and your reporting currency.
Grouping refunds
Use the group-by selector to split refunds by market, country, currency, payment method, customer age, data source or a custom field. Each group gets a row in the table, in the colour of its bar in the chart, showing what the Show selector picks. With Percentage, each group's refund rate is measured against its own revenue, so you can see where refunds are unusually high. Rates don't add up, so then the groups are drawn as lines.
Filters
- Date range and interval – as in every report
- Currency – choose your reporting currency
- Additional filters – plan, region, customer segment, payment method and more (see all filters)
Exporting the data
Download the chart's numbers as CSV with the download icon at the top, or the refunds behind a clicked cell with the download icon above the list.
Practical tips
- Watch the rate, not just the amount: refunds grow with revenue. A refund rate that climbs while revenue is steady is the signal to look into.
- Find where they come from: group by market or payment method, and switch to Percentage, to see which groups refund more than the rest.
- Look at the lines: a spike is often a handful of customers. Click the cell to see who they are.
