Buyer Protection builds trust in online shopping and enables your customers to shop on your website with confidence.
The Buyer Protection Report helps you analyse how often your customers use Buyer Protection, the volume of orders that are protected, and how many Buyer Protection cases occur.
Open the Buyer Protection Report
- Log in to the eTrusted Control Centre.
- In the main navigation, click on the shield icon ("Buyer Protection") (
). Then click on "Reports" (
).
- Select the channel (
) for which you would like to analyse the use of Buyer Protection.
You have now successfully opened the Buyer Protection Report.
Open the daily view of the report
The Buyer Protection Report displays data from the last twelve months on a monthly basis. To analyse the data for an individual month in more detail, you can open the daily view. To do this, click on the desired month.
Analyse the use of Buyer Protection
The metrics "Nb of guarantees" (), "Total guarantees" (
) and "TS shopping cart" (
) help you understand how often Buyer Protection is used by your customers and the economic significance of protected orders for your business.
Number of guarantees
The "Nb of guarantees" metric shows how many orders were protected by Buyer Protection. Protection is automatically provided for the 45 million consumers registered with Trusted Shops. All other customers can purchase Buyer Protection during the checkout process.
Total guarantees
The "Total guarantees" metric shows the total value of all orders protected by Buyer Protection. This metric allows you to see how much revenue protected orders generate during a specific period.
By comparing the order volume with your total revenue, you can analyse the proportion of protected orders within your overall revenue and assess the economic importance of Buyer Protection for your business.
TS shopping cart
The "TS shopping cart" metric shows the average order value of all protected orders. By comparing different periods, you can identify how basket values develop over time when Buyer Protection is used.
You can also compare this metric with the average basket value of your overall customer base. This helps you determine whether Buyer Protection encourages customers to place larger orders.
Analyse Buyer Protection cases
The metrics "Nb of declarations" (), "Nb of refund applications" (
) and "RAR" (
) help you assess how often problems occur after Buyer Protection has been provided.
Number of declarations
The "Nb of declarations" metric shows how many customers have reported a Buyer Protection case.
This may happen, for example, when:
- the ordered goods have not arrived.
- no refund has been issued after a return.
- your business has filed for insolvency.
This metric therefore provides an indication of how often customers perceive problems with an order. Increasing figures may indicate growing dissatisfaction with your delivery, returns or service processes.
Number of refund applications
The "Nb of refund applications" metric shows the number of Buyer Protection cases in which Trusted Shops considered the declaration to be justified and claimed reimbursement from your business. Goodwill decisions and rejected declarations are not included.
Refund Application Ratio (RAR)
The "RAR" (Refund Application Ratio) compares the number of refund applications with the number of protections provided during a given month.
Increasing values for refund applications or the Refund Application Ratio may indicate that there are genuine issues within your processes and that the problems are not solely based on the perception of individual customers.
If you notice significant changes, take a closer look at the affected periods and compare the development with other metrics from your shop.
To identify possible causes of issues, it is helpful to review your customers’ review comments. The Sentiment Analysis and #trstd Insights can assist you with this. You can learn more about these products in the following articles: