--- title: "Refund analysis playbook for Concierge | Chargezen" description: "A Concierge playbook that works out your refund rate by month and the products and collections behind refunds, counting only completed refunds." url: "https://chargezen.com/concierge/playbooks/refund-analysis" lang: "en" --- Canonical URL: https://chargezen.com/concierge/playbooks/refund-analysis # See what you refund, and which products drive it. Ask how much you refunded, your refund rate by month, or which products and collections cause refunds. Concierge counts only completed refunds and shows totals that add up. [Start Concierge](https://admin.chargezen.com/signup?product=concierge) refunds only Completed refunds only refund rate by order date Monthly refund rate by order date groups sum to the total Adds up groups sum to the total The problem Refunds hide in payment reports, split across partial refunds, failed attempts and line items. This playbook counts only successful refunds, sets them against the same orders, and traces them to products when the data allows. ## What it reads. ### Refunds Every refund transaction. Only successful refunds count; the rest are set aside and counted. ### Orders Order totals and dates, so the rate compares refunds with the same orders. ### Order lines and collections Products and collections, when you ask what drives refunds. ### An honest product split When a refund doesn't list its items, it says the split is by order, not by product. ## The steps it follows. 1. 1 ### Prepare the data Concierge prepares a private copy of your refunds and orders, plus order lines and collections when needed, and opens it on its own computer. 2. 2 ### Work out the rate Refunded amount divided by the same orders' gross total, by month the order was placed. 3. 3 ### Trace to products Through each refund's line items when present; otherwise by order, and it says so. 4. 4 ### Check the total Grouped refunds are shown to add up to the total refunded. ## A worked example. A made-up store, to show how the playbook works from question to answer. The store A footwear brand that suspects one new style runs small. The question "What was our refund rate each month this year, and which products drove refunds?" What Concierge does Prepares refunds, orders, order lines and collections, keeps only successful refunds and prints how many others it set aside, works out each month, and traces refunds to products through refund line items. What comes back A month-by-month table of order totals, refunded amounts and refund rate; a product table ranked by refunded amount; a line noting any refunds split by order; and a check that the groups add up to the total. How to read it Look for a product whose share of refunds is far above its share of sales. Months are set by order date, so a recent month can still rise as late refunds come in. A good next question "Compare that style's refund rate with the rest of its collection." This store is invented for illustration. It is not a Chargezen customer, and no results are shown: your answer depends on your own data. ## Run it, then make it yours. You don't need to name the playbook. Concierge reads each playbook's "When to use" line and opens the one that fits your question. In the Chargezen admin Type your question in Ask Concierge, for example: "What was our refund rate each month this year, and which products drove refunds?" Concierge does the work and replies with the answer and any files. In ChatGPT or Claude Connect Chargezen to ChatGPT or Claude, then ask Concierge from the chat. The request goes to your workspace's own agent, with the same playbooks, and the reply comes back to the chat. In the Finn app for iPhone Type or dictate the question in the chat box on Home and send it to your agent. It's the same agent with the same playbooks. Change the steps Open Concierge > Build > Playbooks, pick Refund analysis and edit the instructions. Edits apply to new requests; work already under way keeps the version it started with. Use your definitions If you've saved a definition for a term the playbook uses, like what counts as an active customer, Concierge applies yours instead and prints it in the answer. Choose who uses it It starts switched on for your workspace's operator agents that can analyze store data. Switch it on for other agents under Agents, archive it, or click New Playbook to write your own. ## What you get back. ### Refund rate by month Dated by when the order was placed, so months compare fairly. ### Products and collections Which items account for the most refunded money. ### A total check The groups add up to what you refunded. ## Get answers you can check, without the spreadsheet afternoon. Every Concierge workspace starts with these playbooks. Ask a question in plain English and see the numbers and the work behind them. [Start Concierge](https://admin.chargezen.com/signup?product=concierge) [Back to Concierge](https://chargezen.com/concierge) ## Common questions ### What does the Refund analysis playbook answer? How much you refund, your refund rate by month, and which products, collections or months drive refunds. ### When should I use it? When refunds jump, after launching a new product, or when you want to know which items to fix, describe better or stop selling. ### What counts as a refund? Only successful refund transactions. Failed or other transactions are set aside, and the answer says how many. Orders whose refund amount is unknown are counted and left out of the rate. ### Do I have to name the playbook when I ask? No. Concierge sees the title and "When to use" line of every published playbook switched on for the agent, and opens the full steps only when one fits your question. You can still say "use the Refund analysis playbook" to be sure. ### Can I change how it works? Yes. It's your workspace's playbook: edit the steps, rename it, switch it on for other agents, archive it or delete it under Concierge > Build > Playbooks. A deleted default playbook stays deleted. ### How much does it cost? Running a playbook is a Concierge job, so it uses your workspace credits like any other job when Concierge runs on Chargezen-managed AI models. Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month with 199,000 credits, or $1,990 a year. ## More playbooks and guides. [ ### The playbook library All eight analysis playbooks every workspace starts with.](https://chargezen.com/concierge/playbooks) [ ### Average order value trend Whether order size is really rising, with a check that rules out noise.](https://chargezen.com/concierge/playbooks/aov-trend) [ ### Subscription analytics New, cancelled and paused subscriptions, who left, and why monthly revenue moved.](https://chargezen.com/concierge/playbooks/subscription-analytics) [ ### What playbooks are Write your own methods and choose which agents follow them.](https://chargezen.com/concierge/features/playbooks) [ ### Returns and refunds Concierge handles return and refund requests from customers.](https://chargezen.com/concierge/use-cases/returns-and-refunds) [ ### Answers business questions How Concierge pulls your data and runs the numbers on its own computer.](https://chargezen.com/concierge/features/data-analysis)