Skip to main content
The number of orders that had at least one refund in the period. It counts orders, not refunds.

​
Formula

Refund Count = COUNT DISTINCT ( Orders ) WHERE the order has a Shopify refund dated in the period

​
How It Works

Upstack stores every refund Shopify records on an order, then counts the distinct orders that have a refund in the selected period. Three rules decide what you see:
  • Orders, not refunds. An order refunded twice in the same period counts once.
  • Any refund counts. Upstack doesn’t filter by amount, so a partial refund counts the same as a full one.
  • Refund date by default. A refund is dated by when Shopify processed it. You can switch a dashboard view to the original order date from the dashboard options menu, under Refunds.
“Once per period” depends on the period. If one order has refunds in two different weeks, a weekly chart counts it in both weeks, while the monthly total counts it once. Adding up weekly rows can give you more than the monthly figure. Refunds only count for orders Upstack has. Orders excluded by your Exclusion Filters (Settings → Reporting) drop out of Refund Count too.

​
Example

Three orders from a footwear store show how the counting rules play out. On the default refund-date setting, March’s Refund Count from these orders is 2. On original order date it’s 3. In a weekly view by refund date, #1057 appears in two different weeks.

​
How to Interpret It

Pair it with Refund Amount. Refund Amount ÷ Refund Count is the average refund per refunded order. Both come from the same refund records on the same date setting, so the ratio holds together. If the count rises while the amount stays flat, you’re issuing more, smaller refunds, such as partial refunds or price adjustments. Pair it with Orders for a rate. Refund % divides Refund Count by Orders. On the default refund-date setting the numerator counts refunds processed this period and the denominator counts orders placed this period. After a big sales month, the following month’s rate runs high because the refunds arrive later than the orders. Split it by customer type. New Customer Refund Count and Returning Customer Refund Count separate refunds on first orders from refunds on repeat orders.

​
Why It Can Differ From Shopify Reports

  • Orders, not refund transactions. A report that lists each refund will show more rows than Refund Count when orders have several refunds.
  • Date setting. The default refund-date setting is labelled “Refund date (matches Shopify)” in the app. Switching a view to original order date moves refunds into the month the order was placed.
  • Exclusions. Orders removed by your Exclusion Filters aren’t counted.

​
FAQ

Yes. Any refund Shopify records on the order counts the order once for that period.
An order with refunds in two different weeks is counted once in each week, but only once in the month.
Refund Count is a number of orders. Refund Per Order is Refund Amount divided by all orders in the period, refunded or not. For the average refund on a refunded order, divide Refund Amount by Refund Count.
Only if Shopify recorded a refund on them. Cancellations on their own are counted in Cancelled Orders.
See all Adjustments metrics →