Library · Refunds · How to run this
Slow first response can raise refunds
Refunds over tickets at a first-response hour cohort make refund %. Refund % = refunds / tickets × 100. Type first-response hours, refunds, and tickets.
Pair: First response vs refund on Refunds. CSAT: CSAT vs refund cost. Clock: SLA breach cost.
What you type
First-response hours — cohort first-response hour (or bucket mid) from the helpdesk export.
Refunds — refunds in that first-response cohort.
Tickets — tickets in the same cohort.
Refund % = refunds / tickets × 100. Staff the queue when refund % is material at slow hours — do not invent a refund chip.
What not to do
Do not invent a refund percent. Do not mix alert auto-refunds into helpdesk refunds without splitting. Do not treat SLA breaches as first-response hours. Do not average every brand queue when one owns the hole.
Related: Refunds, CSAT vs refund cost, SLA breach cost, refund window policy.
Procedure
- Type first-response hours, refunds, and tickets.
- Read refund %.
- Staff the queue when refund % is material at slow hours.
Failure modes
- Inventing a refund percent.
- Mixing alert auto-refunds into helpdesk refunds without splitting.
- Treating SLA breaches as first-response hours.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- First-response cohort refund %
- Refunds ÷ tickets in a first-response-hour cohort × 100.
Work with us — We run this job on your accounts. Services
FAQ
- Is this CSAT vs refund cost?
- Related helpdesk $. [CSAT vs refund cost](/manuals/richpanel-csat-vs-refund-rate) prices CSAT lift vs refund fees. This page is refund % at a typed first-response hour cohort.
- Is this SLA breach cost?
- Related clock. [SLA breach cost](/manuals/zendesk-sla-breach-cost) prices tickets past SLA. This page is refund share vs first-response hours.
- What refund % should I invent?
- None. Type first-response hours, refunds, and tickets from the helpdesk export for that cohort.