What is return rate and how to set up return reason tracking

Mageplaza Size Chart

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What is return rate and how to set up return reason tracking?

Understanding Return Rate Calculation

What is Return Rate?

Return Rate measures the percentage of orders that get returned due to size-related issues. This metric helps you understand how effectively your Size Chart is preventing sizing problems.

Formula:

Return Rate = (Total return orders due to wrong size from SC users / Total orders from SC users) × 100%

Where:

SC users = Customers who viewed/clicked your Size Chart before purchasing
Return orders due to wrong size = Orders returned with size-related reasons (detected by keywords)
Total orders from SC users = All orders placed by customers who used Size Chart

How we calculate the monthly return rate

When calculating monthly return rates, we track returns back to the original order month, not the return month

Example:

The customer places an order in May
The customer returns the item in June due to wrong size
This return will count toward May’s return rate (not June’s)

This approach gives us accurate insights into how well your Size Chart performed for customers in each specific month.

Key Point: Return rate for previous months may change as new returns are processed

Example:

May 31st: May return rate shows 3.2% (16 returns out of 500 SC orders)
June 15th: Another SC customer returns a May order due to wrong size
Result: May return rate updates to 3.4% (17 returns out of 500 SC orders)

Why Accurate Return Tracking Matters

To measure the effectiveness of your Size Chart, our app needs to identify which returns are related to sizing issues. This data helps you:

Identify Problem Products: Spot which items need better size information
Optimize Size Charts: Improve charts based on actual return data

Our Size Chart Analytics automatically identifies size-related returns by scanning the return/refund reason field that you enter for specific keywords.

Keyword Detection Method

The app scans return reasons for these size-related keywords:

Size

How to Set Up Return Reason Tracking

⚠️ Important: Accurate return reason entry directly impacts your Size Chart Analytics results. Please ensure your team follows these guidelines consistently to get reliable data insights.

Configure Return/Refund Reasons in Shopify

A. Return Process

When processing returns through Orders > [Order Number] > Return:

Navigate to: Orders > Select order > Return > Select return items > Reason for return, please pick the size-related reasons from dropdown selection as: Size was too small or Size was too large or explain the specific one if selecting “Other”

Important note: If you select ‘Other’, please ensure your reason includes the word ‘size’ to indicate a size-related issue.

B. Refund process

Navigate to: Orders > Select order > Refund > Reason for refund

Please make sure to include the word “size” in your reason.

While the app only detects keywords from your return reason entries, you should pay attention to these sources when determining if a return is size-related:

Customer Comments & Messages

Look for size-related language in customer communications:

Size-Related Phrases to Watch For:

“runs bigger than expected”
“size chart was inaccurate”
“ordered medium but need large”
“doesn’t fit as shown”
“sizing is off”, etc, …

Action: When you see these comments, enter a specific size-related return reason.

Reorder Patterns

Monitor customers who:

Return an item
Immediately reorder the same product in a different size

This pattern strongly indicates a size-related return

Action: Even if the original return reason was vague, like “not satisfied,” update it to “Size - customer reordered in different size”

Customer Service Conversations

Pay attention to support tickets about:

Size exchanges
Fit concerns
Size chart questions
Sizing complaints

Action: When processing returns from these conversations, make sure to enter specific size-related return reasons so the app can properly categorize them

What is return rate and how to set up return reason tracking?
- Understanding Return Rate Calculation
- How Our App Detects Size-Related Returns