Before the launch of the Returns Performance dashboard, there was not a singular tool that sellers could use to monitor their returns performance. We created the Returns Performance dashboard to help the sellers to take proactive steps in resolving return-related issues.
The Returns Performance dashboard includes a section for each of the three returns performance metrics: Approved return requests in less than 24 hours, total return requests that are declined, and the return-related buyer contact rate.
Within each section of the tool, there is information about the metric definition, current overall metric performance, overall target metric threshold, explanation of how the metric is calculated, and links to other Amazon pages.
The Returns Analysis page is a tool to help you to identify and take action on product listing that experience return issues. This page will help you to identify the top return issue for each of your product listings so you can take action.
There are also three filters within the Returns Analysis page: product category, time period, and product order type. These filters provide you with additional visibility so you can take steps to improve your returns performance metrics.
Initially, there will not be any enforcement actions to help to ensure that the sellers are within the thresholds. However, it is important to monitor the dashboard regularly to ensure that your returns performance metrics are above the stated thresholds to help to guarantee a positive return experience for customers.
To further help you to monitor your metric thresholds, there will be an alert-style banner at the top of the Manage Returns page in Seller Central, as well as in the Returns Performance dashboard. The banner will link to the Returns Performance dashboard so you can find more information on the specific metric. Additionally, you will have access to a pop-up window within the Manage Returns page, where you can see a summary of all the returns performance metrics to help you to understand your returns performance in a better way.
We take into consideration return volume when calculating your returns performance metrics by using a smoothing formula.
For example, if you have only ten return requests and you take more than 24 hours to approve one of them, then your ‘Return requests approved in less than 24 hours’ metric will be 1% instead of 10% if we simply calculated it by dividing all return requests manually approved after 24 hours of receiving the initial request over total return requests.