Paths before refund request

Understand the interactions that most often precede a customer refund request.

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Latest answer

Run #11 Completed 25 Jul 2026

Run #12 is failed; showing the last successful answer. Open Run

Data window: 25 Jun 2026 – 25 Jul 2026 · Europe/Copenhagen

Path result from Run 11Band width represents matching paths. Select a transition or Event to highlight its connected route.3 events before2 events beforePrevious eventAnchorProduct viewed to Checkout completed, 4,156 matching pathsCheckout completed to Refund requested, 4,156 matching pathsRefund requested to Refund requested, 4,156 matching pathsAdded to cart to Support opened, 2,523 matching pathsSupport opened to Order cancelled, 2,523 matching pathsOrder cancelled to Refund requested, 2,523 matching pathsCheckout started to Payment failed, 1,187 matching pathsPayment failed to Added to cart, 1,187 matching pathsAdded to cart to Refund requested, 1,187 matching pathsCheckout completed to Product viewed, 1,020 matching pathsProduct viewed to Checkout completed, 1,020 matching pathsCheckout completed to Refund requested, 1,020 matching pathsOrder viewed to Checkout started, 940 matching pathsCheckout started to Support opened, 940 matching pathsSupport opened to Refund requested, 940 matching pathsSupport opened to Order viewed, 891 matching pathsOrder viewed to Payment failed, 891 matching pathsPayment failed to Refund requested, 891 matching pathsRefund requested to Refund requested, 730 matching pathsRefund requested to Product viewed, 730 matching pathsProduct viewed to Refund requested, 1,218 matching pathsPayment failed to Order cancelled, 620 matching pathsOrder cancelled to Checkout started, 620 matching pathsCheckout started to Refund requested, 1,035 matching pathsOrder cancelled to Added to cart, 610 matching pathsAdded to cart to Order viewed, 610 matching pathsOrder viewed to Refund requested, 872 matching pathsProduct viewed to Order viewed, 488 matching pathsOrder viewed to Product viewed, 488 matching pathsAdded to cart to Refund requested, 415 matching pathsRefund requested to Checkout started, 415 matching pathsCheckout started to Order cancelled, 262 matching pathsOrder cancelled to Order viewed, 262 matching pathsProduct viewed, 4,644 matching paths at 3 events beforeProduct viewed4,644 · 34%Checkout completed, 4,156 matching paths at 2 events beforeCheckout completed4,156 · 30%Refund requested, 4,156 matching paths at Previous eventRefund requested4,156 · 30%Refund requested, 13,842 matching paths at AnchorRefund requested13,842 · 100%Added to cart, 2,938 matching paths at 3 events beforeAdded to cart2,938 · 21%Support opened, 2,523 matching paths at 2 events beforeSupport opened2,523 · 18%Order cancelled, 2,523 matching paths at Previous eventOrder cancelled2,523 · 18%Checkout started, 1,449 matching paths at 3 events beforeCheckout started1,449 · 10%Payment failed, 1,187 matching paths at 2 events beforePayment failed1,187 · 9%Added to cart, 1,187 matching paths at Previous eventAdded to cart1,187 · 9%Checkout completed, 1,020 matching paths at 3 events beforeCheckout completed1,020 · 7%Product viewed, 1,020 matching paths at 2 events beforeProduct viewed1,020 · 7%Checkout completed, 1,020 matching paths at Previous eventCheckout completed1,020 · 7%Order viewed, 940 matching paths at 3 events beforeOrder viewed940 · 7%Checkout started, 940 matching paths at 2 events beforeCheckout started940 · 7%Support opened, 940 matching paths at Previous eventSupport opened940 · 7%Support opened, 891 matching paths at 3 events beforeSupport opened891 · 6%Order viewed, 1,379 matching paths at 2 events beforeOrder viewed1,379 · 10%Payment failed, 891 matching paths at Previous eventPayment failed891 · 6%Refund requested, 730 matching paths at 3 events beforeRefund requested730 · 5%Refund requested, 1,145 matching paths at 2 events beforeRefund requested1,145 · 8%Product viewed, 1,218 matching paths at Previous eventProduct viewed1,218 · 9%Payment failed, 620 matching paths at 3 events beforePayment failed620 · 4%Order cancelled, 882 matching paths at 2 events beforeOrder cancelled882 · 6%Checkout started, 1,035 matching paths at Previous eventCheckout started1,035 · 7%Order cancelled, 610 matching paths at 3 events beforeOrder cancelled610 · 4%Added to cart, 610 matching paths at 2 events beforeAdded to cart610 · 4%Order viewed, 872 matching paths at Previous eventOrder viewed872 · 6%

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This answer uses an earlier Analysis revision. Run the current definition when you need an updated answer.

Analysis composition

Data foundation, population and time

Data source:main.customer360.customer_event_stream
Last 30 days event_time · Europe/Copenhagen
channel Include · is one of web, mobile
channel Exclude · is partner

Event Model

Refund requested
  • event_name = 'refund_requested'
Any event draws from all 9 definitions
Open Customer events

Journey Profile

Grouped by customer_id
Ordered by event_time → event_id
Journey boundary 30 min inactivity
Customer sessions · revision 3

Pattern

Overlapping matches

Measures

Full path Entire matched sequence
Matches Occurrences found
Elapsed time median

Team evidence for current revision

0 0