Refunds & chargebacks
Refunds & chargebacks in the Business area (Revenue) — route /business/refunds.
Refunds & chargebacks lives in the Business area of the dashboard, under Revenue.
At a glance#
| Dashboard route | /business/refunds |
| Area | Business (business) |
| Group | Revenue |
| Platforms | Available for every app platform. |
What it does#
Refund events — those reported with a refund revenue type, or with a negative amount — as a ledger, with the total refunded, monthly bars and a refund rate computed against transaction count.
When to use it#
As a quality signal, not an accounting one. Refund rate is one of the few numbers that reflects whether customers felt they got what they paid for, and it moves before churn does.
A rising refund rate after a release is usually a bug or a broken purchase flow rather than a change of heart.
Workflow#
Read the rate, not the total
Total refunds grow with revenue. The rate is the signal.
Look for concentration
Refunds clustered on one product, one platform, or one release point at a specific cause. Spread evenly, they are a pricing or expectation problem.
Check the timing relative to purchase
Refunds within minutes are usually accidental or duplicate purchases. Refunds after days are dissatisfaction. Different fixes.
Do not read this as churn
Revenue churn is on Revenue churn. A refund and a cancellation are different events with different meanings.
Permissions and prerequisites#
Requires refunds to be reported as events — either with a refund type or as negative revenue.
Limits and edge cases#
Refund rate is refunds over transaction count, so partial refunds count as one refund regardless of amount.
A refund does not reduce recurring revenue. It reverses a payment; churn is a separate concept.
The rate needs volume before it means anything.
Troubleshooting#
Zero refunds and we definitely issue them. They are not being reported as events. See the warning above.
Refund rate spiked. Check the release timeline and whether refunds concentrate on one product or platform.
Where the data comes from#
Served by
Subscriptions