Refund Analytics is an interactive assistant that operators expect to acquire a quick overview of the refund activities of your business, with which operators are able to view the critical information and analyze the general trajectory of all generated refund activities.
Enable Refund Analytics Permission
Make sure the “Refund Analytics” permission has been selected via KioCentral → Universal Server → Role Management when an admin creates or edits a role. This allows users to access Refund Analytics on KioCentral Frontend smoothly.
Then you can log in KioCentral Frontend and navigate to Refund Analytics, and you can find multiple segments that contribute to the refund dashboard.
Refund Received
This bar diagram presents the number of received refund requests (pending, approved, and rejected) for each time unit based on the selected time range. Meanwhile, you can also easily locate the pain points and tendencies of the received requests by observing the trends of the bars within the defined time period.
Received Refund Requests = Requests from CleanPay app automatically or manually approved by the operator + Requests generated from mobile refund page (except the refund requests given out to staff members) + Requests generated via Generate Value Code + Requests generated via manually credit card refunds + Credit Card transactions manually voided by using the credit card Void function
The “mobile refund page” mentioned in the formula above refers to the refund value in KioCentral → Refund → To Mobile Account page.
The refund requests initiated via KioCentral Pro Reports will NOT be counted again with those requests completed via KioCentral.
Refund Split
Refund split provides an overview of the breakdown of refunds by payment types.
The total amount of refunds can be actively viewed based on the payment types, including credit card refunds, value code refunds, and mobile app refunds.
The same refund requests completed via Pro Reports will not be counted again if the requests have been operated on KioCentral.
Credit Card split: the total amount of all refunds manually and automatically + total amount of credit card transactions manually voided by using the Credit Card Void function.
Value Code split: the total amount of all value code refunds manually generated by the staff members via Generate Value Code.
Mobile App split: the total amount of all refunds manually and automatically generated via KioCentral → Refunds → To Mobile Account page (excluding the number of refunds given to staff members) + all refunds to the Account approved manually and automatically.
Requests Approved
The bar graph of Requests Approved showcases the number of approved requests by the operator within the selected time range. Each bar is a display of approved refund requests of the time unit.
This bar diagram counts the number of approved refund requests approved by operators, including the refunds that are automatically and manually generated.
Requests Approved = Refund Requests from CleanPay Mobile automatically/manually by the operator + Refunds generated via mobile refund page (except the refunds given out to the staff members) + Refunds generated via Generate Value Code + Refunds generated via Credit Card refund manually + Credit Card transactions manually voided
Requests Rejected
The Requests Rejected displays the number of refund requests rejected by the operator within the time range. Each bar represents the number of rejected requests for each time unit. The rejected refund requests also include those automatically rejected.
Rejected Refund Requests = Refunds from CleanPay Mobile that were rejected manually or automatically by the operator + Requests of credit card refunds manually initiated by admin but rejected by operator + Requests approved by operator but rejected by the Bank.
[Requests Received - Approved Requests] will not be considered to calculate the total amount of rejected requests, as this the answer will include the requests that are pending.
Total Approved vs. Rejected
This is a dual bar diagram that presents a comparison between the approved requests (green bars) and the rejected requests (red bars) within the defined time range.
Time to Resolution
This bar graph displays how many tickets were resolved within the selected time range (such as Last 31 days, Last Month, etc.).
The “Time” for resolution refers to the time range when the refund have been resolved, instead of the time when the refund has been received.
X axis: the resolution time in days, with 1 day as granularity. The maximum limit of X axis is 10 days.
Y axis: the number of tickets.
A single request’s processing time in days = (Date Refund Request sent in via CleanPay Mobile was resolved - the date it was sent in).
At the upper corner of the diagram, it displays the value changes in percentage on a MoM (Month-on-Month) basis.
There are two legends located at the upper corner of the graph:
Mean = (Sum of all requests sent in via CleanPay Mobile processing time) / (the number of requests sent in and resolved via CleanPay Mobile).
Median = 50% of requests (Approved + Rejected requests from CleanPay Mobile). It defines where the middle line is based on the number of requests.
Each bar is the sum of all tickets resolved within a period of time, for example, 175 tickets (Y axis) have been resolved in 2 days (X axis).
All calculations will be automatically rounded to the nearest day. For example, if the number of days is less than 1 but greater than 0 day, then we will take 1 Day as the final definition.
Similarly, if the days are less than or equal to 4, the value will be rounded down. If they are greater than or equals to 5, the value will be rounded up.
