Paths before refund request

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

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Current shared answer

Run #11 ; Analysis Version 2 ; Completed 22 Sept 2026, 12:13 CEST

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Data window: 23 Aug 2026 – 22 Sept 2026 · Europe/Copenhagen Showing top 6 of 12 paths · 10,717 of 13,842 matches

Path preview from the current shared answer: 6 of 12 retained pathsBand width represents matching paths.2 events beforePrevious eventAnchorProduct viewed to Checkout completed, 4,156 matching pathsCheckout completed to Refund requested, 4,156 matching pathsAdded to cart to Support opened, 2,523 matching pathsSupport opened to Refund requested, 2,523 matching pathsCheckout started to Payment failed, 1,187 matching pathsPayment failed to Refund requested, 1,187 matching pathsCheckout completed to Product viewed, 1,020 matching pathsProduct viewed to Refund requested, 1,020 matching pathsOrder viewed to Checkout started, 940 matching pathsCheckout started to Refund requested, 940 matching pathsSupport opened to Order viewed, 891 matching pathsOrder viewed to Refund requested, 891 matching pathsProduct viewed, 4,156 matching paths at 2 events beforeProduct viewed4,156 · 30%Checkout completed, 4,156 matching paths at Previous eventCheckout completed4,156 · 30%Refund requested, 10,717 matching paths at AnchorRefund requested10,717 · 77%Added to cart, 2,523 matching paths at 2 events beforeAdded to cart2,523 · 18%Support opened, 2,523 matching paths at Previous eventSupport opened2,523 · 18%Checkout started, 1,187 matching paths at 2 events beforeCheckout started1,187 · 9%Payment failed, 1,187 matching paths at Previous eventPayment failed1,187 · 9%Checkout completed, 1,020 matching paths at 2 events beforeCheckout completed1,020 · 7%Product viewed, 1,020 matching paths at Previous eventProduct viewed1,020 · 7%Order viewed, 940 matching paths at 2 events beforeOrder viewed940 · 7%Checkout started, 940 matching paths at Previous eventCheckout started940 · 7%Support opened, 891 matching paths at 2 events beforeSupport opened891 · 6%Order viewed, 891 matching paths at Previous eventOrder viewed891 · 6%

This shared answer uses an earlier Analysis Version. Create a Run from the current definition, then share its Result when it is ready.

Analysis composition

customer_event_stream

Data Source
main.customer360
event_time is within Last 30 days Timezone:Europe/Copenhagen
channel IN ('mobile', 'web')
channel <> 'partner'

Customer events

Event Model
Version 3
Refund requested
  • event_name = 'refund_requested'
Any event draws from all 9 definitions

Customer sessions

Journey Profile
Version 3

Grouped by

customer_id

Ordered by

event_time event_id

Journey boundary

30 min inactivity

Pattern

Total path 1–3 events Overlapping matches

Measures

Matches

Occurrences found

Elapsed time

median

Team feedback