> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# New Customer Refund Count: Orders Refunded by First-Time Buyers

> Count orders from new customers that resulted in refunds. Track acquisition quality and identify product-market fit issues with first-time buyers.

<Tip>
  The number of orders from first-time customers that have been refunded.
</Tip>

## Formula

<Info>
  **New Customer Refund Count** = **COUNT** ( Refunded Orders ) **WHERE** customer\_type = new
</Info>

### Formula Components

| Metric                                                                                  | Definition                                                          |
| --------------------------------------------------------------------------------------- | ------------------------------------------------------------------- |
| **Refunded Orders**                                                                     | Orders that have had a full or partial refund issued                |
| [**customer\_type = new**](/data-dictionary/measures-and-dimensions#visitor-dimensions) | Filters to orders from first-time customers with no prior purchases |

| Metadata        |                             |
| --------------- | --------------------------- |
| **Type**        | Number                      |
| **Data Source** | [Shopify](/sources/shopify) |
| **Aggregation** | Count                       |

***

## Example

Your store had **164 New Customer Refund Count** this quarter:

| Channel    | NC Refunds | NC Orders | Refund % |
| ---------- | ---------- | --------- | -------- |
| Meta Ads   | 82         | 950       | 8.6%     |
| Google Ads | 54         | 680       | 7.9%     |
| Organic    | 28         | 370       | 7.6%     |
| **Total**  | **164**    | **2,000** | **8.2%** |

***

## How It Works

This metric counts orders placed by first-time customers that Shopify marks as refunded. A customer is classified as "new" based on having no prior orders in your Shopify store. The count includes full and partial refunds.

***

## When to Use

| Scenario                        | Action                                           |
| ------------------------------- | ------------------------------------------------ |
| Evaluating acquisition channels | Compare refund counts by traffic source          |
| Monitoring product launches     | Track if new products drive higher refund volume |
| Calculating refund rate         | Use as numerator in New Customer Refund %        |
| Identifying quality issues      | Spikes indicate product or expectation problems  |

***

## Related Metrics

| Metric                                                                                                   | Relationship                             |
| -------------------------------------------------------------------------------------------------------- | ---------------------------------------- |
| [New Customer Refund %](/reference/metrics/orders/adjustments/new-customer-refund-percent)               | This count divided by NC orders          |
| [New Customer Refunds](/reference/metrics/orders/adjustments/new-customer-refunds)                       | Dollar amount (this metric is the count) |
| [Returning Customer Refund Count](/reference/metrics/orders/adjustments/returning-customer-refund-count) | Same metric for repeat buyers            |
| [Refund Count](/reference/metrics/orders/adjustments/refund-count)                                       | Total refund count (all customers)       |

[See all Adjustments metrics →](/reference/metrics/orders/adjustments)