Retino provides statistics and dashboards to help you track the performance of your returns process, analyze returned products, and measure customer satisfaction. Using statistics, you can identify problem areas, optimize processes, and make data-driven decisions.
Where to find statistics
Access statistics by clicking the Statistics item in the main navigation. Statistics are divided into several sections, which you can view by selecting the appropriate tab:
Filtering statistics
For more precise analysis, you can filter statistics using the controls at the top of the page:
Time period - select the desired time range
Ticket types - filter by specific ticket types
Users - include only tickets from selected users or un-assigned tickets
Countries - view ticket statistics only from selected countries
Overview of available statistics
Category | Statistic | Description |
Tickets | Open vs. closed tickets | Graph showing the ratio of open and closed tickets over time |
Average closing time | Average time from creation to closure of a ticket | |
Total number of open tickets | Current number of open tickets | |
Ratings | RetinQuality | Custom metric based on aggregated customer ratings (0-100) |
Rating comments | List of ratings and comments from customers | |
Products | Custom field distribution | Pie charts showing the distribution of custom field values (e.g., return reasons) |
Most frequently returned products | List of products with the highest number of returns with detailed statistics | |
Return Rate | Return rate | Percentage of orders that are returned or claimed |
Number of tickets over time | Trend of the number of tickets over time | |
Number of orders over time | Trend of the number of orders over time (for admins) |
Practical use of statistics
Identifying problems
Track products with high return rates
Analyze the most frequent reasons for claims and returns
Identify periods with increased ticket volume
Optimizing processes
Evaluate team efficiency based on ticket closing times
Monitor the impact of changes in your processes on customer satisfaction
Plan team capacity based on historical trends
Custom analyses beyond the offered statistics
If you need to perform analyses that are not directly available in the Statistics section, you can use the following alternative approaches:
Exporting data from the ticket list
Go to the "Ticket list" section
Use filters to select the desired data set
Click the "Export" button to get the data in CSV format
Process the data further in analytical tools like Excel, Google Sheets, or Power BI
Using the API for comprehensive analyses
For systematic and automated analyses, you can use the Retino API:
Get all ticket data via the Tickets API
Connect Retino data with your internal systems
Create your own reports combining various data sources
Find API documentation in Settings > Tickets API
Example of custom analysis. Using exported data, you can create custom reports not readily available – for example, an analysis of return rates by supplier, correlation between product price and claim likelihood, or seasonal trends with more detailed breakdowns.