This tutorial will explain to you how you can track and analyse your returns on the Metrics Dashboard

1. Metrics Dashboard

2. Metrics Tab Homepage
Date-wise order
cancellation details like
reason, breakup, revenue
impact, etc.
Customer Return details
with reason distribution,
return units and %
Dispatch breach details with
the corresponding breakup
GMV data namely no. of units sold, gross
revenue, average selling price, etc. – Will
help to identify slow & fast selling SKUs
Seller Ratings & Reviews
given by customers – Will
help to know customer
feedback and to take timely
corrective measures

3. Metrics Tab Homepage
View list of cancellations,
customer returns, RTD breaches &
Gross Revenue for different
products
Click to view the summary
of cancellations, customer
returns, RTD breaches, etc.
View list of
cancellations,
customer
returns, RTD
breaches, etc.
for various
brands
Analyse the reasons
for cancellations and
keep them to a
minimum

4. Customer Returns – Lifestyle
Analyse the reasons for
customer returns to take
timely corrective measures
Select the format in
which you wish to view
customer returns Select the category
for customer returns
Select the sub-category
for customer returns
Select the brand for
customer returns
Select the type of order
– FA or Non FA
You get a glimpse of
customer returns just
by hovering your
mouse over the graph
% of units returned by
the customer(s) out of
the total units
delivered
Select the time-
period for which you
wish to view customer
returns
View a detailed
report on returns
for your analysis
and action

5. Customer Returns – Electronics
 Following screenshot brings out the difference in return rates for Electronics as
compared to those for Lifestyle seen in the previous slide
 Products of different categories have different return rates and challenges

6. Customer Returns Breakup
Returns in no. of units
and as a % of the total
units delivered
Click to view customer returns
breakup based on products or
category or brands
Analyse the different
customer return reasons
List of products which have been
returned. Can also view the category-
wise & brand-wise list by selecting the
corresponding option from ‘Group By’.

7. Seller Ratings & Reviews
You get a glimpse of
customer returns just
by hovering your
mouse over the graph
Analyse your ratings
and reviews given by
customers to
understand better the
ways in which you can
improve
Analyse your rating distribution to
ensure you get the maximum positive
ratings
Positive ratings are 4
& 5
Neutral rating is 3
Negative ratings are 1
& 2

8. Seller Ratings & Reviews
You get a glimpse of
your ratings just by
hovering your mouse
over the graph
Select the time-
period for which you
wish to view your
ratings
Click to view all your
customer reviews
Analyse customer reviews to better
understand what customers need from
you

9. What Our Sellers Are Saying!
Let us see what Jayesh Enterprises have to say about managing their returns!
Business name: Jayesh Enterprises
Display Name: Prixcracker
City: Mumbai
Category: Mobile Accessories
 We have started taking proactive steps to reduce returns
 We do a thorough quality check of all products: ensure proper cataloging,
pricing, packaging, labelling and timely dispatch
 To our surprise, these small steps have already started paying high dividends
 Our Return rate has fallen from 8% one month back to about 6% now. We are
sure that it will reduce further
 The Seller Learning Center helps us to understand all policies, procedures,
timelines and other information. We get answers to most of our queries on SLC
and aren’t dependent on the Seller Support
 SPF provides us comfort by helping us to better manage our returns
 The Metrics tab on the Seller Portal helps us to track returns, analyse our
performance and to take timely corrective measures

10. What Our Sellers Are Saying!
We will now take a look at what Green Mobiles have been doing to manage their Returns!
Business name: Green Mobiles
Display Name: Amazing Deals
City: Bangalore
Category: Mobiles
 Returns are never a problem, their abuse is and Flipkart is doing a good
job in minimising that
 Customer-friendly Returns is the best way to build trust with
customers
 It is pertinent as customers do not get the look and feel of the products
in e-commerce
 Returns costs need to be considered as a line item in the P&L
 We consider returns as an opportunity and at returns cost as an
investment to build customer trust and goodwill
 Costs for offline business are pretty high in cities like Bangalore. Thus, I
was motivated to sell online

11. Thank You