Refunds Analytics

Overview

The Refunds Analytics module provides comprehensive insights and monitoring capabilities for all refund transactions processed through the Juspay payment platform. It offers real-time and historical analysis of refund performance, success rates, processing times, and detailed breakdowns across various business dimensions.

This module is designed for a wide range of users, including:

• Operations Teams: For monitoring refund processing performance and identifying bottlenecks.

• Finance Teams: For tracking refund amounts, success rates, and financial impact analysis.

• Customer Support: To investigate refund issues and provide accurate status updates to customers.

Accessing the Module

1. Log in to the Juspay dashboard.

2. From the main navigation menu on the left, click on Payments.

3. Select Refunds Analytics from the Payments submenu.

4. The navigation URL for this module is https://portal.juspay.in/analytics-refunds.

Dashboard Overview

Key Performance Metrics

The dashboard displays essential refund performance indicators at the top:

• Success Rate: Percentage of successful refunds out of total refunds created

• Total Volume: Total number of refunds initiated

• Total Amount: Total monetary value of successful refunds (with currency support)

• Manual Review Rate: Percentage of refunds requiring manual intervention

• Pending Rate: Percentage of refunds currently in pending status

• Mean Turn Around Time: Average time taken for refund processing

• ARN Availability Rate: Percentage of successful refunds that have an Acquirer Reference Number

Time Range Selection

1. Use the date picker to select your desired time range for analysis.

2. The system automatically rounds times to 5-minute intervals for consistency.

3. Click Apply to refresh all metrics and charts with the new time range.

Filtering and Segmentation

Fixed Filters (Always Available)

Date Filter

• Purpose: Select time range for analysis

• Options: Predefined ranges (Today, Last 7 days, Last 30 days, etc.) or custom date selection

• Time Rounding: Automatic rounding to 5-minute intervals for performance

Sync Filter

• Purpose: Manual data synchronization

• Usage: Click to refresh all dashboard data manually

• Use Case: When you need the most current data but don't want automatic refreshing

Dynamic Segments

Dynamic segments provide powerful filtering capabilities for refund data:

Segment Characteristics

• API-Driven: Segments are fetched from analytics endpoints based on data availability

• Searchable: Use search functionality to quickly find specific segments

• Multi-Selection: Select multiple segments simultaneously

Available Filter Dimensions

• merchant_id: Unique identifier for the merchant account

• gateway: Payment gateway used for processing the refund

• payment_method_type: High-level payment method category (CARD, UPI, NETBANKING, WALLET)

• payment_method_subtype: Detailed payment method specification (CREDITCARD, DEBITCARD, UPI_COLLECT)

• bank: Issuing bank or financial institution

• card_brand: Card network brand (VISA, MASTERCARD, RUPAY, AMEX)

• order_type: Type of the original order (purchase, subscription, etc.)

• refund_message: Payment gateway error or status message

• initiated_by: Entity that initiated the refund (MERCHANT, CUSTOMER, SYSTEM, ADMIN)

• refund_status: Current status of the refund (SUCCESS, PENDING, FAILED, MANUAL_REVIEW)

• refund_type: Type of refund processing (FULL, PARTIAL, INSTANT)

• sent_to_gateway: Whether the refund request was sent to the payment gateway (True/False)

• refund_latency_enum: Categorized refund processing time (FAST, MEDIUM, SLOW)

• refund_mode: Mode of refund processing (AUTOMATIC, MANUAL, BATCH)

• run_day_ist: Day of refund processing in IST timezone (YYYY-MM-DD)

• run_month_ist: Month of refund processing in IST timezone (YYYY-MM)

• run_week_ist: Week of refund processing in IST timezone (YYYY-WW)

• currency: Transaction currency (INR, USD, EUR, GBP)

• is_split_refund: Whether the refund is part of a split refund (True/False)

Applying Segments

1. Click on the "Add Segments" button to open the segment selection panel.

2. Search for specific segments using the search input placeholder "Search Segments".

3. Select segments by clicking on them.

4. Remove segments by clicking the remove button on selected segments.

5. Segments are automatically applied and update the dashboard data.

Chart Analytics

Creating and Viewing Charts

Chart Types Available

• Time Series Charts: Interactive line charts showing trends over time

• Multiple Metrics: Select multiple metrics for comparison

Chart Interactions

1. Hover over data points to see detailed information and tooltips.

2. Zoom and Pan: Use mouse or touch gestures to zoom into specific time periods.

3. Legend Toggle: Click legend items to show/hide specific data series.

Chart Customization

Chart Features

• Advanced Interactions: Full zoom, pan, and selection capabilities

• Detailed Tooltips: Comprehensive tooltip information

• Export Options: Chart export functionality

Analytics Table

Summary Tables

The analytics table provides comprehensive breakdowns of refund metrics across different segments:

Table Features

• Sortable Columns: Click column headers to sort data

• Pagination: Navigate through large datasets efficiently

• Column Customization: Choose which columns to display

• Export Functionality: Download table data in various formats

• Advanced Sorting: Multi-column sorting capabilities

• Column Selection: Choose specific columns to display

• Root Filtering: Advanced filtering within table data

Table Actions and Interactions

Volume Analysis

1. Click volume numbers to open detailed volume breakdown modals.

2. Analyze patterns using the detailed breakdown data.

Performance Metrics

• Success Rates: View success rates with trend indicators

• Processing Times: Monitor latency across different percentiles

• Error Analysis: Detailed error distribution and patterns

Table Customization

Column Management

1. Click the "Choose Columns" button.

2. Select/deselect columns to customize your view.

Sync and Refresh

Manual Refresh

Sync Button

• Purpose: Manually refresh all dashboard data

• Usage: Click the "Sync" button to get the most current data

• When to Use: When you need immediate data updates or suspect data staleness

• Visual Feedback: Loading indicators show refresh progress

Data Export

Downloading Refund Data

1. Set your desired time range and filters.

2. Click the Download Raw Data button.

3. Select which data fields to include in your export.

4. Choose CSV/xlsx format for the download.

5. Download the file when processing is complete.

Available Export Fields

The export includes comprehensive refund data such as:

• Order Information: Order ID, customer ID, order amount, order date, order status, order type

• Transaction Details: Juspay transaction ID, transaction UUID, payment status, payment gateway, payment method type

• Refund Information: Refund amount, refund date, refund status, refund type, refund unique ID, refund reference ID

• Gateway Processing: External payment gateway transaction ID, Acquirer Reference Number (ARN), Retrieval Reference Number (RRN), gateway response message, gateway response code

• Processing Metadata: Initiated by, gateway submission status, status update timestamp, amount refunded, internal reference ID

• Payment Details: Bank, card BIN, card brand, currency, split refund indicator

• Custom Fields: User-defined fields (UDF1-UDF10) for custom business data

Use Cases

Daily Refund Health Check

1. Set time range to last 24 hours

2. Monitor Success Rate (target >95%) and check for unusual drops

3. Review Manual Review Rate and Pending Rate for operational bottlenecks

4. Check 5+ Days Pending count for stuck refunds requiring attention

5. Export data if issues are identified

Gateway Performance Comparison

1. Apply Gateway filter to select multiple gateways for comparison

2. Compare Success Rate and ARN Availability Rate across gateways

3. Analyze Mean Turn Around Time to identify fastest processing gateways

4. Use charts to visualize performance trends

5. Export gateway performance data for review

Monthly Financial Impact Assessment

1. Set time range to previous month

2. Monitor Total Amount refunded across different currencies

3. Filter by Order Type to analyze refund patterns by business line

4. Compare success rates across different payment methods and regions

5. Export financial data for reconciliation

Troubleshooting

Data Loading Errors:

If refund data fails to load, the system displays "Failed to fetch data. Please check inputs and try again" or "Unable to fetch data at the moment." Check your network connection and refresh the page.

Server Errors:

If you encounter "Server Error. Please try again after some time!" messages, this indicates temporary server issues. Wait a few minutes and retry your request.

Permissions and Roles

Access to the Refunds Analytics module is controlled by the following permissions:

• Refund Analytics Module Access: Required for accessing the refunds analytics dashboard (ACL: refund_analytics)

• Analytics Read Permission: Needed to view metrics and charts (ACL: refund_analytics)

• Analytics Export Permission: Required for downloading refund data (ACL: refund_analytics)

Feature Flag Requirements

The following feature flags must be enabled for full functionality:

• showRefundEls: Enhanced refunds analytics features (when using new API implementation)

• filterOperatorDropdownModules: Advanced filter operators (must include "TxnRefund" module)