📊
Refund Intelligence Hub V3 · UNIFIED
No data loaded
Local data
Sheets backend
Google Docs
Gemini AI
Site: RBO + TPO RBO only TPO only Unified across all contributing teams
Currency: USD ($) AUD (A$)
Load Refund Data
📂

Click to upload a CSV or Excel file, or drag & drop it here

Supports .csv, .xlsx, .xls. Headers are auto-mapped (Zendesk Explore / Sigma exports recognized); you can adjust the mapping if needed. Normalized to: Date, Site, Team, Source, Reason Tag, Amount, Currency.

Or ingest from Google Drive

Folder picker lists CSV/Excel/Sheets to choose from. Paste-a-link works for a Google Sheet, a Google Doc (table data), or a Drive CSV/XLSX.

Total Refund Value
—
Upload data to begin
Prior Month Value
—
Like-for-like comparison
OKR: MoM Reduction
—
Target: 5% reduction MoM
Same Month Last Year
—
Trailing 12-mo monthly average
Refund Volume — Monthly Trend (12 months)
Top Reason Tags (MTD)
Tag Distribution (MTD)
Currency: USD ($) AUD (A$)
Refunds by Tag Over Time
Reason Tag Breakdown
🏷

Upload data to see reason tag breakdown

Currency: USD ($) AUD (A$)
Refunds by Agent (Top 10)
Agent Detail — Flagged agents are above 120% of team average
👤

Upload data to see agent breakdown

🤖 Gemini AI Analysis

Quick prompts — click to run instantly:

Why are refunds increasing?
Which tags are growing fastest?
Which agents have the most refunds?
Suggest 3 deflection strategies
What SOP gaps might be driving refunds?
Write a leadership summary of refund trends
Which tags are most deflectable?
How might aggressive deflection affect CSAT?
Cross-reference CS refunds with carrier data
Where is the variance vs 12-month average?
Which sources show conflicting signals?
Configure your Gemini API key in ⚙️ Settings, then ask a question. Your current refund data will be automatically included as context.
📇 Computed Insights
No API key needed — these are calculated directly from your data.
📇

Load data to see computed insight cards.

Data Context Sent to AI
No data loaded yet.
SOP: TPO (TeePublic) RBO (Redbubble) AI auto-picks SOP based on the Site filter on Overview
Connect to SOP Document
SOP Content
📋

Connect your TeePublic SOP or load the sample to explore this view.

🤖 Ask AI About the SOP
What does the SOP say about exchange eligibility?
What SOP policies affect Changed Mind refunds?
Where does agent discretion create refund risk?
Load the SOP document first, then ask a question.
Deflection Test Tracker
Measure refund volumes before and after CS interventions. Requires loaded CSV data.
🧪

No deflection tests yet. Create one to measure the impact of your refund reduction interventions.

🗂 Source Registry
~30 sources logged with their contributing team. Users see unified data, but provenance is preserved for AI cross-referencing and audit.
🗂

No sources registered yet. Click "Add source" or load Sample Data to populate.

📜 Historical Comparison
Compare any two months side-by-side, with 12-month average for context. Defaults to like-for-like (Day 1 through current day-of-month).
Compare: vs
Currency: USD ($) AUD (A$)
View: Like-for-like Full month
Tag-level comparison
📜

Load data to see historical comparison.

✉️ Email Reports
Generate AI-written summaries. Copy as HTML or send via Gmail. Scheduled sends are Phase 2.
Template
📊 Monthly business review (MBR)
📈 Weekly trend update
⚠️ Anomaly alert
🧪 Deflection test result
Scope & recipients
Preview