Return Exchange Rate
Percentage of completed customer return lines resolved through an exchange rather than a refund or store credit. It helps Returns teams assess exchange uptake.
Business Use Case
1️⃣ Returns teams investigate a falling exchange share before changing exchange options. 2️⃣ Merchandising teams use exchange trends to investigate replacement availability.
Business Criticality
Medium
Journey / Navigation Area
Returns & Refunds
Owning Function
Returns
Scope
Event
Measurement Channels
Store / POS, Backend / API
Formula
Calculation Notes
1️⃣ Require one final closure per return line, resolved as exchange, refund, or store credit; include store returns. 2️⃣ Exchanges require replacement shipment; cancellations before shipment use the final resolution. 3️⃣ Price-difference refunds remain exchanges; store credit belongs only in the denominator. 4️⃣ Exclude open, rejected, cancelled, test, fraud-flagged, and carrier-return-to-origin lines. 5️⃣ Use closure time: start inclusive, end exclusive; freeze resolutions at end. Return null if no lines qualify.
Technical Details
Events
Source Data
Offline Operational System, Finance or ERP, Order Management
Dependencies
{ "KPIs": [], "Events": [], "Metrics": [], "Dimensions": [] }
Report Attributes
Return Resolution Type
Recommended Reporting Views
Segment Eligibility
Return Line Status EQUALS "Closed" AND Return Resolution Type IN ("Exchange", "Refund", "Store credit")
Governance
Governance
GitHub
catalog/kpis/return-exchange-rate.yml