Customer Service and Support Tickets

This article pertains to all terms and definitions related to Customer Service and Support Tickets.

Pages in which you may see the following terms include Support Tickets page, Customer Service Performance and Customer Service Graphs.

 

Customer Service

Average Rating Average rating for the product
Average Response Time (hours) Average time elapsed between a customer opened a ticket and your response
Average Ticket Response Time (hours) Average time elapsed between a customer opened a ticket and your response
Chargeback Amount Dollar value of chargebacks
Chargeback Amount Ratio Chargeback amount divided by GMV
Chargeback Ratio Number of chargebacks divided by number of orders
Chargebacks Number of chargebacks occurred
Customer Satisfaction Number of ticket responses rated helpful divided by the total number of ticket responses rated by customers
Expired Ticket Rate Number of tickets not responded to within 48 hours divided by number of tickets delegated to merchant
Ticket Escalation Rate Number of tickets users escalated to Wish divided by number of tickets delegated to merchant
Ticket Ratio Number of tickets divided by total number of orders
Tickets Number of new tickets

Orders

Available for Fulfillment The first date the order was able to be fulfilled
Orders 30 day Number of orders received in previous 30 days
Orders 93 Day Number of orders received between 63 to 93 days ago
Refund Ratio 30 Day Number of orders refunded divided by the number of orders made 0 to 30 days ago
Refund Ratio 93 Day Number of orders refunded divided by the number of orders made 63 to 90 days ago
Ticket Ratio Number of tickets divided by total number of orders

Refunds

Chargeback Amount Dollar value of chargebacks
Chargeback Amount Ratio Chargeback amount divided by GMV
Chargeback Ratio Number of chargebacks divided by number of orders
Chargebacks Number of chargebacks occurred
Refund Ratio 30 Day Number of orders refunded divided by the number of orders made 0 to 30 days ago
Refund Ratio 93 Day Number of orders refunded divided by the number of orders made 63 to 90 days ago
Refunds 30 day Number of eligible refunds for orders made 0 to 30 days ago
Refunds 93 day Number of eligible refunds for orders made 63 to 90 days ago

Support Tickets

Average Response Time (hours) Average time elapsed between a customer opened a ticket and your response
Average Ticket Response Time (hours) Average time elapsed between a customer opened a ticket and your response
Expired Ticket Rate Number of tickets not responded to within 48 hours divided by number of tickets delegated to merchant
Ticket Escalation Rate Number of tickets users escalated to Wish divided by number of tickets delegated to merchant
Ticket Ratio Number of tickets divided by total number of orders
Tickets Number of new tickets
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