# #ops-metrics, exported 3 March 2026

**Hattie Blum** (CX lead) 09:12
Feb refund rate is 4.6%. 312 refunded orders out of 7,480 orders.

**Rupert Osei** (Finance) 09:20
I get 3.5%. £9,870 refunded on £284,300 gross.

**Hattie Blum** 09:24
Well mine is orders, yours is money. I count an order as refunded if it shows up in the
refunds table. I go by the date the refund was issued, so that's refunds issued in Feb.

**Rupert Osei** 09:31
I go by the month the order was placed. If a Feb order gets refunded in March it goes back
against Feb, that's how the P&L works. Also mine is the UK store only. The EU store is in a
separate sheet and I convert the euros by hand at whatever the rate is that day, I haven't
done Feb yet.

**Hattie Blum** 09:33
Mine is both stores.

**Mina Castellanos** (founder) 09:47
This is why the Monday meeting goes round in circles. I want ONE refund rate for the whole
business, both stores, monthly, on UK time. And take out test orders, and staff orders too.
Staff get free boxes and we refund them through the system so they make it look worse than
it is.

**Hattie Blum** 09:52
There's an is_test flag on orders. No idea how you'd spot staff orders though, we just know
the names.

**Rupert Osei** 09:55
Do cancelled orders count as orders? I leave them in, they were placed.

**Hattie Blum** 09:58
I take them out.

**Mina Castellanos** 10:05
Someone write it down properly please. Who owns it after that, tbd, let's get the definition
sorted first.