Product Insights connects your Shopify catalog to your support data: which products get refunded, and which ones generate the most conversations.
Who can see this
Admins and the store owner only, same as the Overview report .
Columns explained
- Revenue : gross revenue from this product before refunds.
- Units Sold : total units of this product sold in the selected period.
- Units Refunded : number of units returned or refunded.
- Refunded : total amount refunded for this product in the period.
- Refund Rate : refunded amount as a percentage of gross revenue. Above 15% is considered high, and the bar turns red.
- Conversations : number of support conversations opened by customers who purchased this product.
- Support Rate : percentage of unique buyers who opened at least one support conversation.
- Resolution Rate : percentage of support conversations related to this product that were marked as resolved.
- First Response : average time from conversation created to the first outbound reply from your team.
- Time to Contact : average time between a customer's first purchase and when they opened a support conversation.
Sorting
Click any column header to sort by it, click again to reverse the order.
Getting accurate refund data
For refund numbers here to be accurate, select the specific product line item when issuing a refund , rather than just issuing a flat monetary refund.