E-Commerce & Web Shops, Financial Model, General Excel Financial Models, Online Businesses

Cost Calculation, Dashboard, Excel, KPIs (Key Performance Indicators), Report, Tracking

A return is not a refund: it is a refund plus two shipments, a quality check, restocking and the time of whoever handles it. Returns Manager Pro records every return and tells you what it really costs, how long it takes and, above all, why goods come back.

What is inside (6 sheets): Returns log (one row per return: order, product, reason, responsibility — customer, store, carrier, supplier —, quality check outcome, dates, amounts refunded, shipping costs; handling days and SLA calculated automatically) · Dashboard (return rate, total and average cost, times, breakdown by responsibility and outcome, 4 charts) · Reason Analysis (Pareto of return reasons by count and by cost: the few reasons that cause most returns) · Settings (analysis period from/to, SLA, cost assumptions) · KPI Dictionary · Home.

Who it is for: online stores with a return rate above a few percent (fashion, home, electronics), operations and customer-care managers.

How to use it: one row per return; set the analysis period in Settings and read Reason Analysis to decide what to fix first (product page, packaging, size chart, carrier). Described in chapter 11 of the guide Level Up Your E-commerce.

How to work with the template, step by step

Returns Manager Pro shows the real cost of returns (refund, return shipping, rework) and the reasons behind them, for any period you choose.

Set the analysis period and the parameters. In Settings enter the from/to dates, total orders and revenue of the period, handling SLA and the cost parameters. Change just the two dates to read a month, a quarter or the whole year.
Add one row per return. In the Returns sheet log every return requested: order, product, request date, reason, responsibility, request type. Always fill in Return reason, Responsibility and Quality check outcome: every analysis depends on them.
Close the return. Enter Goods received date, quality check outcome and Amount refunded: handling days, SLA and the three cost components are calculated automatically.
Read the Dashboard. Return rate, value returned, total cost and share of revenue, average handling time, SLA compliance, goods back in stock and cost recoverable from carrier or supplier.
Act on the Reason Analysis. The Pareto chart ranks the causes of returns: the first two or three usually explain most of the cost, and that is where to intervene (product page, sizing, packaging, carrier).

The total cost of returns is one of the items of the ProfitBoard Pro cost schedule; transport damage goes to Carrier Claims Manager Pro. This edition comes without sheet protection: edit the input cells and leave the formula cells as they are.

What you get

Excel workbook in English and the same workbook in Italian (.xlsx), fully editable, no sheet protection, no macros.
User Guide in PDF (English and Italian) with a KPI dictionary.
Demo data to replace with your own; USD / EUR / GBP currency switch.

This edition comes without sheet protection, as requested by this marketplace: edit the input cells and leave the formula cells as they are (keep a copy of the original before you start). Works in Microsoft Excel 2016 or later, Excel 365 and Google Sheets; no macros, no add-ins. Demo data included: replace it with your own and every KPI, chart and alert updates automatically. Italian version of the file included in the download. Version 1.0 (September 2026) · Free updates for buyers · Part of the Level Up Your E-commerce toolkit. I am Andrea Ladisa, e-commerce entrepreneur selling in 20+ countries: I built this file for my own stores before packaging it for you.

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