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Card class: 🦸 Hero * Category: Refunds & Cancellations * Chart: gauge

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At a glance

COUNT(orders WHERE current_state IN (7,15)) / COUNT(orders in paid-or-refunded states) over date_add window.
What it measuresCOUNT(orders WHERE current_state IN (7,15)) / COUNT(orders in paid-or-refunded states) over date_add window.
Formatpercent
Time window30D vsP
Alert trigger>5% (or +25% vsP), driven by sentiment_key: refund_rate
Sensitivity bandlower is better - good at/below 2, bad at/above 5
Rolesowner, finance, operations
Data typeAPI-derived

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Calculation

COUNT(orders WHERE current_state IN (7,15)) / COUNT(orders in paid-or-refunded states) over date_add window.
PrestaShop order classification uses the order-state machine: paid = current_state in (2 Payment accepted, 3 Processing, 4 Shipped, 5 Delivered, 9 Backorder paid, 11 Remote payment accepted); shipped/fulfilled = (4, 5); refunded = (7, 15); cancelled = (6); payment error = (8). Read live from the PrestaShop Webservice API and snapshotted nightly into the Nerve Centre KPI store.

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Why it matters

Refund Rate is part of the PrestaShop executive pulse in Vortex IQ Nerve Centre. Vortex Mind investigates automatically when this card breaches its sensitivity band, and Ask Viq can explain the movement in plain English with a citation back to this card.