> ## 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 Spike Alert, PrestaShop

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

**Card class:** Non-Hero  \*  **Category:** Nerve Centre  \*  **Chart:** `alert_list`

## At a glance

> Orders transitioning into states 7/15 (full/partial refund) at an anomalous rate - often the first sign a SKU has gone wrong.

|                      |                                                                                                                               |
| -------------------- | ----------------------------------------------------------------------------------------------------------------------------- |
| **What it measures** | Orders transitioning into states 7/15 (full/partial refund) at an anomalous rate - often the first sign a SKU has gone wrong. |
| **Format**           | `percent`                                                                                                                     |
| **Time window**      | `RT`                                                                                                                          |
| **Alert trigger**    | `rolling-24h refund rate >2sigma vs 30D baseline`, driven by `sentiment_key: refund_rate`                                     |
| **Sensitivity band** | lower is better - good at/below 2, bad at/above 5                                                                             |
| **Roles**            | owner, operations, finance                                                                                                    |
| **Data type**        | Real-time                                                                                                                     |

## Calculation

```
Orders transitioning into states 7/15 (full/partial refund) at an anomalous rate - often the first sign a SKU has gone wrong.
```

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 Spike Alert 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.