> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Refund Rate, PrestaShop

> Refund Rate for PrestaShop stores, tracked live in Vortex IQ Nerve Centre. What it counts, why it matters, and how to act on it.

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

## At a glance

> COUNT(orders WHERE current\_state IN (7,15)) / COUNT(orders in paid-or-refunded states) over date\_add window.

|                      |                                                                                                                |
| -------------------- | -------------------------------------------------------------------------------------------------------------- |
| **What it measures** | COUNT(orders WHERE current\_state IN (7,15)) / COUNT(orders in paid-or-refunded states) over date\_add window. |
| **Format**           | `percent`                                                                                                      |
| **Time window**      | `30D vsP`                                                                                                      |
| **Alert trigger**    | `>5% (or +25% vsP)`, driven by `sentiment_key: refund_rate`                                                    |
| **Sensitivity band** | lower is better - good at/below 2, bad at/above 5                                                              |
| **Roles**            | owner, finance, operations                                                                                     |
| **Data type**        | API-derived                                                                                                    |

## 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.

## 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.