What is the Returns Report in SellerPulse?

The Returns Report shows you data on FBA returns for the past three months, including the number of returns over time, which products are returned most, return reason, condition, and customer comments.

Select SellerPulse in the top navigation and hover over the menu on the left. Click on Reports and choose Returns.

The Returns Report has two tabs: Dashboard and Comments. The Dashboard provides an overview of return metrics and a word cloud made from the comments, while the Comments tab shows all customer comments in more depth.

Scroll down or click the following anchor links to learn more about the features on the Dashboard tab and the Customer Comments tab and use cases for this report.

Dashboard

Returns over Time

This line graph shows the total number of returns over the last three months. Hover over a point on the graph for a moment, then click "drill up" to zoom out and see a longer time frame, up to the full three months, or "drill down" to zoom in to a one-month view.

Drilling up and down also changes the Returns by Product, Returns by Reason, and Customer Comments word cloud to show return data from that time frame.

Date range slider

Adjust the date range for the Returns by Product, Returns by Reason, Disposition, and Customer Comments word cloud using this slider.

Returns by Product

This graph shows the number of returns in the selected time frame (on the graph above) for each ASIN. Sort by any of the three columns. Click the product to filter the rest of the page for data related to that product.

Returns by Reason

This graph shows the number of returns in the selected time frame (on the graph above) for each return reason. Click a reason to filter the rest of the page for data related to that return reason.

Disposition

This graph shows the number of returns broken down by the condition in which the items were returned, according to Amazon's assessment. Click a disposition to filter the whole page by returns with that condition.

Customer Comments

This word cloud shows common words and phrases found in the comments the customers provided when initiating the return. Words that are used most often in the customer comments are shown in a larger font. Click any word to filter the rest of the page by returns where the customer comment contained that word. See the Customer Comments tab for more details.

Customer Comments

This tab shows each return, including its customer comment, from the three-month timeframe available. All data can be filtered in multiple ways:

• Use the time frame slider to filter the whole page by a narrower time frame.
• Use the Reason drop-down to filter the whole page by one or more return reasons.
• Use the search bar to search for particular words in the comments.
• Click on any word in the word cloud to filter the page by returns where the customer comment contained that word.
• Click an ASIN in the product list at the bottom left to filter the page for returns of that ASIN.

Read individual customer comments, with their ASINs and return reasons, in the list at the bottom right.

To export comment data, hover over the comment table and click the ellipsis (...) at the top right, then click "Export Data."

Use Cases

Both the Dashboard and Customer Comments tabs can be used to understand your customers better and make strategic choices about your catalog that may improve profits and seller metrics over time.

Improve your listings:

1. Filter by each of your top returns reasons to see the ASINs that are most often returned for those reasons.
2. Read the customer comments related to that reason and notice any themes, such as customers saying the item is too small, or that the color isn't what they expected from the photos.
3. Edit the listings to make sure customers understand sizing, colors, or other options accurately before ordering, to reduce future returns.

Improve your product:

1. Check the Returns over Time line graph, top returned products, and top return reasons regularly for any spikes in returns for a particular product or reason.
2. Look at customer comments, or export them to load into an AI tool such as ChatGPT, to identify ways to improve the product or discover additional products and variations shoppers may want.

Improve supply chain:

1. Filter by most-returned ASINs to see the most common return reasons for those ASINs.
2. Read the related customer comments and dispositions and notice any themes, e.g. the wrong item being received repeatedly, or the same item arriving defective or damaged often.
3. Consider changes to your supply chain, such as:

• • Have your supplier inspected regularly (may reduce defective units).
  • Improve your packaging (may reduce the number of items arriving damaged).
  • Do FBA prep yourself, rather than allowing Amazon or your supplier to label the items (may reduce incidents of incorrect labeling that cause buyers to receive the wrong product).
  • Turn off commingling for the listing (to keep your customers from receiving another seller's defective, damaged, counterfeit, or incorrectly labeled products).
  • Have all future returns come to you, rather than letting FBA grade and resell products (may reduce defective, damaged, or used items from previous returns reaching future customers).