Your Returns & Refund Processing Data Template

The Activity Name describes a distinct step or milestone in the returns and refund lifecycle. These events are ordered by their timestamps to build the process flow. Analyzing the sequence and frequency of activities helps identify the most common process paths, bottlenecks between steps, and any rework or repeated activities. Examples include 'Return Authorization Created', 'Item Received', and 'Credit Memo Approved'.

This attribute defines the steps of the process. It is essential for visualizing the process map, analyzing flow variations, and identifying bottlenecks or rework loops.

This attribute is typically derived from the status changes of transaction records like Return Authorizations and Credit Memos, or from specific user actions recorded in system notes or custom event logs.

The Event Timestamp records the exact moment an activity took place. This data is critical for sequencing events correctly and for all time-based analysis. It is used to calculate durations between activities, total case cycle times, and waiting times, which are fundamental for performance monitoring, bottleneck analysis, and SLA compliance checks. Timestamps must be accurate to ensure the reliability of process mining insights.

This attribute provides the chronological order of events, which is necessary for discovering the process flow and calculating all performance metrics like cycle times and waiting times.

This information is typically sourced from the 'Date Created' or 'Last Modified Date' fields on NetSuite records or from timestamps in the System Notes sublist associated with transactions.

The Return Case ID serves as the primary identifier for tracking the end-to-end journey of a return. Each unique ID corresponds to a single return authorization, allowing for the comprehensive analysis of all associated events, such as item receipt, inspection, and refund processing. In process mining, this ID is essential for reconstructing the complete process flow for each return, enabling the calculation of cycle times and the identification of case-level deviations.

This is the fundamental attribute for process mining, as it connects all individual events into coherent end-to-end process instances, making it possible to analyze process flows and performance.

This is typically the Internal ID or Transaction ID of the Return Authorization record in NetSuite.

This attribute records when the dataset was last updated from the source system. It is a critical piece of metadata that informs users about the freshness of the analysis. Displaying this information in dashboards helps manage expectations and ensures that decisions are made based on an understanding of the data's timeliness.

Provides transparency about the data's freshness, which is essential for users to trust the analysis and understand its relevance to the current state of operations.

This timestamp is generated and added during the data extraction, transformation, and loading (ETL) process.

This attribute identifies the origin of the process data. In this context, it will typically be 'NetSuite'. Specifying the source system is important in environments where data might be merged from multiple systems, ensuring clear data lineage and traceability.

Identifies the data's origin, which is crucial for data governance, troubleshooting, and in scenarios where data from multiple systems is combined for a holistic process view.

This is a static value ('NetSuite') that is typically added during the data extraction and transformation process.

This attribute represents the actual value credited or refunded to the customer, as recorded on the Credit Memo or refund transaction. This amount may differ from the requested amount due to adjustments like restocking fees, shipping costs, or partial refunds for damaged goods. This attribute is critical for financial reporting and for calculating the 'Refund Amount Discrepancy Rate' KPI.

Represents the true financial impact of the return and is essential for financial reconciliation and analyzing refund accuracy.

This value is sourced from the 'Total' field on the Credit Memo transaction that is generated from the Return Authorization.

Cycle Time is a key performance indicator calculated for each return case. It measures the duration from the very first event to the very last, providing a high-level view of process efficiency. This metric is the foundation for the 'Return Process End-to-End Cycle Time' dashboard and the 'Average Return Cycle Time' KPI. It is calculated by subtracting the timestamp of the first activity from the timestamp of the last activity for each case.

This is a primary measure of process performance. High cycle times often point to inefficiencies, bottlenecks, or excessive manual work, which lead to higher operational costs and poor customer experience.

This is not a field in the source system. It is a metric calculated during process mining analysis by subtracting the minimum timestamp from the maximum timestamp for each case.

This attribute assigns process activities to a specific department, such as 'Customer Service', 'Warehouse', or 'Finance'. It is essential for understanding handoffs between teams and identifying departmental bottlenecks. By analyzing the time cases spend within or waiting for a specific department, organizations can pinpoint sources of delay and optimize resource allocation. This is a primary dimension for the 'Departmental Return Process Performance' dashboard.

Allows for analysis of process performance by functional area, highlighting inter-departmental handoff delays and departmental bottlenecks.

This can be derived from the user or employee record associated with an activity, or from a 'Department' field on the transaction itself. It is often configured in employee records in NetSuite.

The Processing Agent identifies the individual responsible for executing a given task, such as approving a return or inspecting an item. This attribute is crucial for performance analysis at the user level. It helps in identifying high-performing employees, areas where additional training may be needed, and workload distribution imbalances across a team. Analyzing activities by agent is key for the 'Departmental Return Process Performance' dashboard.

Enables analysis of individual and team performance, workload balancing, and identification of training needs, directly impacting operational efficiency.

This can be sourced from fields like 'Created By', 'Approved By', or user fields in the System Notes sublist on NetSuite transactions.

This attribute indicates the current state of the return case within its lifecycle. It is fundamental for understanding the progress of returns and for segmenting cases. For example, analyzing the time spent in the 'Pending Receipt' status can highlight shipping delays, while a long duration in 'Pending Approval' might indicate an internal bottleneck. It is also used to determine the final outcome of a return, such as 'Closed' or 'Rejected'.

Provides a snapshot of where each return is in the process, enabling analysis of case distribution, status durations, and process outcomes.

This corresponds to the 'Status' or a similar field on the NetSuite Return Authorization record.

Return Type categorizes returns based on the underlying reason, such as 'Defective Item', 'Wrong Size', 'Changed Mind', or 'Not as Described'. This categorization is vital for root cause analysis. By analyzing process metrics across different return types, a business can identify product quality issues, description inaccuracies, or fulfillment errors. This attribute is key for the 'Returns Performance By Type And Channel' dashboard.

Helps identify the root causes of returns, enabling targeted improvements in products, marketing descriptions, or the fulfillment process to reduce return volumes.

This is typically a custom field or a standard list/record field on the Return Authorization form where the return reason is captured.

The Customer ID links a return transaction to a specific customer. This enables customer-centric analysis, such as identifying customers with frequent returns, which could indicate dissatisfaction or fraudulent behavior. It also allows for segmentation of process performance by customer type or value, helping to prioritize service for key accounts.

Facilitates customer-level analysis of return behavior and allows for process segmentation based on customer attributes like segment or lifetime value.

This is the 'Customer' or 'Entity' field on the header of the Return Authorization record in NetSuite.

This attribute indicates whether an activity was executed by a user or by an automated system, script, or workflow. For instance, an initial 'Return Authorization Created' event might be automated via a customer portal, while 'Item Inspected' is a manual activity. Tracking automation helps in identifying opportunities to automate manual steps and in measuring the efficiency gains from existing automations.

Helps distinguish between manual and automated tasks, which is key for identifying automation opportunities and measuring the impact of digital transformation efforts.

This can be inferred from the user associated with an event. System-generated events in NetSuite are often associated with a specific system user or a script ID.

This boolean attribute is derived by comparing the 'Refund Processed' timestamp against the 'Refund SLA Target Date'. If the refund was processed on or before the target date, the value is true, otherwise it is false. This flag simplifies the creation of compliance reports and dashboards, such as the 'Refund SLA Compliance Monitoring' dashboard, and is used to calculate the 'Refund SLA Achievement Rate' KPI.

Provides a clear, binary outcome for SLA performance on a case-by-case basis, making it easy to track, report, and analyze compliance rates over time.

This attribute is calculated during data transformation or within the process mining tool. The logic is: EventTimestamp of 'Refund Processed' <= RefundSlaTargetDate.

This boolean or categorical attribute flags if a return meets all predefined criteria, such as return window, item condition, and proof of purchase. It is used to monitor compliance and manage exceptions. The 'Return Policy Adherence Exceptions' dashboard relies on this attribute to highlight cases that require special handling or review, helping to minimize risk and ensure consistent application of rules.

Helps in monitoring and enforcing return policies, reducing financial risk from non-compliant returns and ensuring fairness and consistency.

This would almost certainly be a custom field, possibly a checkbox or list, on the Return Authorization record, managed through a workflow.

This attribute identifies the specific item involved in the return. Analyzing returns at the product level is crucial for identifying items with high return rates, which may indicate quality defects, poor descriptions, or other issues. This data allows for deep-dive analysis into product performance and can inform decisions related to product development, sourcing, and marketing.

Links return process data to specific products, enabling root cause analysis of product-related issues and helping to reduce overall return rates.

This is found on the 'Items' sublist of the Return Authorization record. It corresponds to the 'Item' field.

This metric is calculated by subtracting the 'Actual Refund Amount' from the 'Requested Refund Amount'. A non-zero value indicates an adjustment was made during the process, such as for restocking fees or damaged goods. This attribute is used to power analysis for the 'Refund Amount Discrepancy Rate' KPI, helping to flag cases with significant financial adjustments for further review.

Highlights financial adjustments made during the return process, enabling analysis of why discrepancies occur and whether they are consistent and justified.

This is a calculated attribute. The formula is: RequestedRefundAmount - ActualRefundAmount.

The Refund SLA Target Date is a calculated timestamp representing the commitment to the customer for processing their refund. It is typically calculated by adding a predefined period, such as 5 business days, to a key event like 'Item Received' or 'Refund Approved'. This attribute is essential for the 'Refund SLA Compliance Monitoring' dashboard and the 'Refund SLA Achievement Rate' KPI, allowing the business to measure performance against its promises.

Enables quantitative measurement of performance against customer commitments, which is crucial for maintaining customer satisfaction and trust.

This date is usually not a standard field. It must be derived by adding a predefined SLA period (e.g., 5 days) to a key timestamp, such as the 'Item Received' date.

This attribute stores the expected refund value at the beginning of the process. It is typically based on the original purchase price of the returned items. This amount serves as a baseline for comparison against the final refunded amount. The 'Refund Amount Discrepancy Rate' KPI directly compares this value with the Actual Refund Amount to identify variances caused by restocking fees, partial refunds, or other adjustments.

Provides a baseline for financial analysis, helping to track discrepancies between expected and actual refund values and identify reasons for adjustments.

This value is derived from the 'Amount' or 'Rate' fields on the line items of the Return Authorization transaction.

The Return Channel indicates the origin of the return, for example, 'Online', 'In-Store', or 'Marketplace'. Different channels may have distinct return processes, costs, and customer expectations. Analyzing performance by channel helps businesses optimize each specific process, allocate resources effectively, and understand channel-specific issues. This is a core attribute for the 'Returns Performance By Type And Channel' dashboard.

Enables performance comparison across different business channels, revealing inefficiencies or best practices specific to how returns are initiated and handled.

This information is often sourced from the original Sales Order record associated with the return. It might be stored in a 'Channel' or 'Location' field.

This attribute captures the outcome of the physical inspection of the returned item. The condition determines the subsequent steps, such as whether a full refund is issued, the item is restocked, or it needs to be discarded. Analyzing the consistency and processing times of this assessment is the focus of the 'Return Condition Assessment Quality' dashboard and is crucial for financial reconciliation and inventory management.

Directly impacts the financial outcome of the return and subsequent inventory actions. Inconsistent assessments can lead to financial loss and process rework.

This is likely a custom field on the Item Receipt record or the Return Authorization record that is filled in by warehouse staff during inspection.