The Value of Refunded Charges keeps track of the total amount of money your company has paid back to customers after incorrect charges on their credit cards. Usually, this KPI shows the money shouldn’t have been charged in the first place, so it doesn’t necessarily impact your MRR.
Sometimes, a customer questions a charge from a company on their credit card, and the company proves whether the charge was legitimate or not. If the result is that the charge was a mistake and shouldn’t have been made, the company proceeds with a refund of the charge.
This KPI is a particularly important metric for your finance team to track, not to mention your customer service team, too.
