> ## Documentation Index
> Fetch the complete documentation index at: https://help.usetapp.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand order values and refund statistics

> Check which orders contribute to average order value, order counts and the refund rate in Analytics.

Use the order statistics to compare your shop’s sales activity. Read the counts and dates alongside each percentage: these figures describe different groups of orders.

## Who can do this?

**Owners and Managers** can view these shop-wide reports. Staff access to personal reporting does not include this analysis.

## Where to do it

1. Open **Analytics** in the web app or mobile app.
2. Choose **Revenue & Orders** and confirm the selected shop.
3. Select **All categories** and choose the main reporting period.
4. Find **Order health** beneath the revenue chart.
5. Wait for **Avg order value**, **Refund rate** and **Realized orders** to finish loading, then read the counts beneath the first two figures.

These cards summarize the report; tapping a value does not open an order list. Use [History](/en/history/search-and-filter-order-history) to inspect individual orders.

## Read the order count and average

**Realized orders** counts orders that are currently paid or completed. Despite the label’s explanation in the app, payment is enough: an order does not need to be completed. Orders with a completed, pending or failed refund are excluded from this count.

Orders are assigned to their completion date when available, otherwise their submission date or creation date. The count includes each qualifying order once, rather than counting items or payment attempts.

**Avg order value** divides the total value of those included orders by their number and rounds the result for display. The count underneath shows how many orders contributed. It is an average across the whole selected period, not an average of daily averages. With no included orders, the average is unavailable rather than zero.

Because these figures use current order states, a later refund can change an earlier period’s count and average. They can differ from the web Overview dashboard’s completed-order totals.

## Understand the refund rate

**Refund rate** counts orders with completed, pending or failed refunds. The word “refunded” beneath the rate therefore does not confirm that every customer has received their money.

The percentage is the refund-related order count divided by that count plus the included paid or completed order count. For example, two refund-related orders and eight paid or completed orders give 20%. It is a share of orders, not of money.

Refund-related orders use the recorded refund completion date, otherwise the refund initiation date, otherwise the refund failure date. If none is recorded, the order’s completion, submission or creation date is used. A refund for an older sale can therefore enter the current period. Do not interpret the percentage as the successful refund rate of only the sales made during that period.

Check the individual order’s refund status if you need to establish whether a refund finished.

## Platform and market notes

The web app hides these cards when a category is selected. Choose **All categories** to restore them. In the mobile app, the cards remain visible and cover all categories even when the revenue chart is filtered.

Figures use the selected shop’s currency. Reporting date boundaries use UTC and can differ from the shop’s local calendar day. The apps can also choose different current dates near midnight. Check the displayed period and individual order times when reconciling a boundary-day difference.

## Troubleshooting

A loading dash is not a result. With no eligible orders, counts can be zero while averages and rates remain unavailable. If any of these statistics fails to load, the section shows an error; use its retry action.

Read any small-sample warning before drawing conclusions. A missing warning does not guarantee complete information. Refresh and check the shop, period and order statuses if figures remain unexpected. Contact **Tapp support** if you cannot resolve the difference.

## Related guides

* [Choose reporting periods](/en/overview/dashboard-reporting-periods-and-kpis)
* [Explore Analytics](/en/overview/use-advanced-analytics)