Draft example — illustrative only. Not a published worksheet.
Review Your Last Ten Refunds
Companion to The Refund Started Before The Customer Opened The Box. Print it or fill it on a tablet. One pass over your last ten refunds or “missing item” tickets. Not a calculator.
Purpose: Sort tickets into the same categories as the Refund & Rework Cost Calculator. Separate confirmed vs suspected causes. Count refund $, replacement and rework separately — do not double-count.
Center: Short packs and “ordered X / got fewer” — not the full cut-every-refund playbook.
Calculator: Refund & Rework Cost Calculator — same four categories. This sheet also stands alone.
Pass Header
| Field | Your Notes |
|---|---|
| Date | |
| Window (last 10 tickets / last show / last week) | |
| Platform(s) | |
| How many are “missing item / short pack / ordered X got fewer”? | |
| Observer / Owner |
The Four Categories
| Category | Use When |
|---|---|
| Packing / count errors | Wrong item, wrong shade, short pack, missing gift, label mismatch — floor/process |
| Claims inconsistent with available records | What the buyer reports does not match your pack record; triage case by case — no promised outcomes |
| Product / delivery issues | Defect, damage in transit after a sound pack, expectation set on the stream |
| Unresolved / other | Don’t know yet — no count check, no record, or mixed signals. Leave it here until something resolves it |
Confirmed vs suspected: Mark whether the category is confirmed (you saw the short, or the record settles it) or suspected (best guess). Don’t treat suspected as confirmed in totals you act on. A ticket with no record is unresolved — that is not evidence of a packing error, and not evidence of anything about the buyer.
Money lines — keep separate (no double-count): Refund $ (money returned to buyer) · Replacement (reship unit cost + postage, only if you replaced) · Rework (time to dig up the order, re-pick, re-pack, argue the ticket — rough minutes are fine).
If you refunded and replaced, do not add the product cost twice — pick the lines that actually happened.
Ticket Log (Up To Ten)
| # | Order / Ticket ID | What Buyer Said | Category | Confirmed or suspected? | Short Pack? (Y/N/?) | Pack Record Shows Full? (Y/N) | Refund $ | Replacement? (Y/N + Rough $) | Rework (Rough Min) | Notes |
|---|---|---|---|---|---|---|---|---|---|---|
| 1 | ||||||||||
| 2 | ||||||||||
| 3 | ||||||||||
| 4 | ||||||||||
| 5 | ||||||||||
| 6 | ||||||||||
| 7 | ||||||||||
| 8 | ||||||||||
| 9 | ||||||||||
| 10 |
Totals By Category
| Category | Count (Of 10) | Refund $ (Sum) | Replacement $ (Sum) | Rework Min (Sum) | Of Which Confirmed (Count) |
|---|---|---|---|---|---|
| Packing / count errors | |||||
| Claims inconsistent with available records | |||||
| Product / delivery issues | |||||
| Unresolved / other |
Dominant pile (by count or $):
Dominant confirmed pile:
One Change This Week
| Field | Your Plan |
|---|---|
| One change (pick one): ☐ Count-before-seal on multi-item carts ☐ Gift / multi-pack checklist ☐ Pack record habit (photo/video filed) ☐ Other: ________ | |
| Attacks which category? packing_count / claim_noise / product_quality / unsorted | |
| Owner | |
| Done By | |
| How you’ll re-check in 2 weeks: re-run last-ten with the same categories |
Decision Note
| Field | Your Notes |
|---|---|
| Primary attack: ☐ Floor count / pack (packing_count) ☐ Evidence + triage (claim_noise) ☐ Product / QC (product_quality) ☐ Sort unsorted first ☐ Need more data (follow one order) | |
| Date | |
| Claim language checked (no guaranteed wins) ☐ Yes |
Related walk: If the floor is chaos, follow one order — Before You Hire Another Packer, Follow One Order. Money line: refunds as one cost line — Your Biggest Show Isn’t Always Your Best Show. Dollars and hours in one place: Refund & Rework Cost Calculator.