Returns

Executive Summary

The Returns screen provides a consolidated view of customer returns across your selected marketplace(s), time period, and optional product scope. It is designed to help you quantify returned volume in units, understand how much of that volume is sellable vs unsellable, identify the statuses and reasons driving returns, and track trends over time. It also includes a condition breakdown (for example, Like New vs Good vs Acceptable) and shows how units returned to inventory split across disposition outcomes.

Access to this page is controlled by the Returns Dashboard feature permission. If you cannot see the Returns navigation item, your organization or role may not have this feature enabled.

Key Concepts & Metrics

Date Range

The Date Range defines the reporting window used across the entire page (summary, charts, and tables). You can choose a preset range (1m, 3m, 6m, 1y) or a Custom Range with explicit start and end dates.

Marketplace

Marketplace selection scopes the report to one or more marketplaces. All metrics and records update to reflect only the selected marketplaces.

Products

Product selection is optional. When set, the page restricts results to the selected products and updates all visuals and tables accordingly.

Return Units

Return Units represent the total number of units returned, computed by summing the Quantity value across the return records in scope.

Return Records

A Return Record is a single row-level entry in the Returns table. One record may represent multiple units (via its Quantity).

Sellable Units

Sellable Units are units whose disposition is classified as SELLABLE.

Unsellable Units

Unsellable Units are all other units that are not classified as SELLABLE at the summary level.

Sellable and Unsellable Percentages

The page displays sellable and unsellable shares as percentages of total returned units:

Return Status

Status describes the return’s lifecycle outcome (for example, “Unit returned to inventory” or “Reimbursed”). Status is used in multiple charts and in the “Percent of Returns” drilldown.

Return Reason

Reason describes why the return occurred. The page also groups reasons into higher-level categories such as Listing Problem, Amazon Mistake, Customer Issues, Manufacturing Issues, and Other.

Product Condition

Condition is derived from SKU patterns (for example, Like New vs Very Good). This powers the Product Conditions section and its disposition breakdown.

Units Returned to Inventory

In the Product Conditions breakdown, “Units Returned to Inventory” represents the portion of returns that arrived back into inventory and are categorized into disposition outcomes (sellable, damaged, defective, and similar categories).

Sales Units

The page includes a Sales Units value that represents the total units sold in the same scope (marketplace(s), products, and time period). This is a sum of sold quantities, not a count of orders.

Operational Logic

How the reporting period is applied

When you select a preset range (1m, 3m, 6m, 1y), the system computes a rolling window ending at “today.” When you select Custom Range, the system uses your chosen start and end dates.

In demo mode, the system uses a fixed “today” date of October 21, 2049 for date calculations and for disabling future dates in the picker. This ensures consistent demo results.

How sellable vs unsellable is determined in the Overview

At the Overview level, sellable vs unsellable is calculated using the record’s detailed disposition:

• Sellable: Detailed Disposition = SELLABLE
• Unsellable: any other detailed disposition

This drives the three Overview totals (Total Units Returned, Sellable Units, Unsellable Units) and the combined ratio bar.

How time-series granularity works

Charts that offer Daily / Weekly / Monthly granularity always start from daily data and then aggregate into the selected bucket size.

Granularity changes how results are grouped for display; it does not change which underlying records are included in the report.

How “Other” returns are computed in charting

Some visuals compute an “Other” bucket by excluding certain key statuses (for example, excluding “Unit returned to inventory” and “Reimbursed”), then grouping the remaining items by status and disposition.

How product condition is derived from SKU patterns

Conditions are derived from SKU patterns using the following conventions:

• If the SKU begins with amzn. and ends with:

  • LN → LIKE_NEW
  • VG → VERY_GOOD
  • GD → GOOD
  • AC → ACCEPTABLE
  • PO → POOR

• Otherwise, the condition defaults to NEW.

• If the SKU is empty, the condition is classified as NULL_OR_EMPTY.

How “Units Returned to Inventory” totals are computed in Product Conditions

Within a product and condition, the system totals the returned-to-inventory dispositions as:

User Guide

Change the scope of the report

Step 1: Choose a Date Range

1. Open the Date Range selector.
2. Choose one of the preset ranges (1m, 3m, 6m, 1y), or select Custom Range.
3. If you selected Custom Range, pick a start and end date.

When you switch into Custom Range, the date fields reset until you choose dates. Future dates are not selectable.

Step 2: Filter by Product (optional)

1. Open the Product selector.
2. Choose one or more products.
3. Clear the selection to return to an “all products” view.

Step 3: Filter by Marketplace

1. Open the Marketplace selector.
2. Select one or more marketplaces.
3. The page refreshes all sections to reflect only those marketplaces.

Use the Overview cards

Read the three headline metrics

The Overview area shows:

• Total Units Returned
• Sellable Units (with sellable percentage)
• Unsellable Units (with unsellable percentage)

A combined bar visualizes the sellable/unsellable split.

Open a product breakdown

1. Click any Overview card.
2. In the dialog, review which products contribute most to that metric.
3. Switch between Table and Chart tabs to change how the breakdown is visualized.

Each product’s contribution is expressed as both units and share of the selected metric:

• Total breakdown share: $\frac{\text{Product Total Units}}{\text{Total Units Returned}} \times 100$
• Sellable breakdown share: $\frac{\text{Product Sellable Units}}{\text{Sellable Units}} \times 100$
• Unsellable breakdown share: $\frac{\text{Product Unsellable Units}}{\text{Unsellable Units}} \times 100$

Explore charts and drilldowns

Use the sunburst chart for hierarchical exploration

The sunburst visualization lets you drill into returns at increasing levels of detail. Tooltips indicate what clicking will reveal (for example, clicking a segment to see reasons, then products). Values are expressed in units and as a percentage of total returned units.

Switch trend granularity

For charts that support granularity:

1. Select Daily, Weekly, or Monthly.
2. The chart regrouping updates immediately to reflect your choice.

Toggle series visibility

Where available, you can toggle which lines/series are visible (for example, total, sellable, unsellable, other, reimbursed) to focus on a specific outcome type.

Review Product Conditions

Product Conditions table

This section summarizes products by condition and focuses on conditions where Units Returned to Inventory is greater than zero. It presents:

• Units returned to inventory by condition
• Sellable portion
• Unsellable portion with a detailed breakdown (such as customer damaged, carrier damaged, damaged, defective)

Product Conditions flow visualization

A flow-style visualization represents how units move through conditions and disposition outcomes, helping you spot where unsellable volume is concentrated.

Work with the Returns table

Search

Use the search box to filter visible rows by text matches across the table’s searchable fields.

Sort

Click a column header to sort rows. Sorting works alongside search and filters.

Filter, paginate, and manage columns

• Use filtering controls to narrow the dataset further.
• Use Previous / Next and the page indicator to navigate pages.
• Use the column visibility menu to show or hide columns based on your workflow.

Fields available in the table

The Returns table includes operational and diagnostic fields such as:

• Product identifiers
• Return date
• Order ID
• SKU and FNSKU
• Status and reason
• Quantity
• Detailed disposition
• Customer comments
• License plate number

Use the status flow chart derived from the table

The “Chart” view derived from the table presents a flow that summarizes outcomes such as:

• Total Returns → Returned to Inventory
• Total Returns → Immediate Donation
• Total Returns → Reimbursed
• Returned to Inventory → Sellable
• Returned to Inventory → Unsellable

This flow visualization counts records (rows) rather than units. If a single row has Quantity = 5, it contributes as 1 record in this chart.

Use the Percent of Returns drilldown

The Percent of Returns table groups returns hierarchically:

1. Status
2. Disposition (Sellable vs Unsellable)
3. Reason

It shows quantity totals (in units) and share of total returned units, with expandable rows so you can pinpoint which reasons dominate within a status and disposition group.

Export to Excel

The Returns experience includes an Export to Excel action in the main table/chart area.

The export produces an Excel file reflecting the current Returns view, but the exact column layout and sheet structure may vary by deployment and configuration.

System Behaviors & FAQs

What is saved between sessions?

The Returns screen preserves some filter selections across reloads while intentionally resetting others to avoid stale, overly narrow reports.

Persisted: Date Range, Marketplace, Currency Reset on reload: Selected Products If the last used Date Range was Custom, the screen returns to a preset range and clears the custom dates.

Why don’t the charts and the status flow always “match” exactly?

Different visualizations intentionally use different aggregation rules.

Overview cards and most analytics use units (sum of quantity). The status flow visualization derived from the table uses record counts (one per row).

What happens if return information changes after I first saw it?

If updated return details are received for the same order, product, and return timestamp, the system treats the latest details as authoritative and may overwrite earlier values such as status, reason, or disposition.

How should I interpret “Sellable” across the page?

At the Overview level, sellable is strictly the detailed disposition value SELLABLE. In condition and returned-to-inventory breakdowns, sellable and unsellable are mapped into more specific disposition categories (for example, customer damaged vs defective), and those categories are rolled up into totals for display.