=== Report 1: Delivery-related vs other tickets: volume and resolution speed (written by Felix) === Engineer's note: A ticket is classified delivery-related if any of its tags (via ticket_tags_map/support_tags) case-insensitively matches 'delivery' or 'where-is-my-order', computed once per ticket via EXISTS. Window is tickets.created_at in [2024-07-01, 2026-01-01), i.e. the 18 months Jul-2024 through Dec-2025, as requested. REPORT: Delivery-related vs other tickets: volume and resolution speed QUESTION: Are delivery/where-is-my-order tickets driving the recent growth in ticket volume and the slower/more volatile resolution times seen in the monthly trend? month | tickets_total | tickets_delivery_related | delivery_share_pct | avg_first_response_hours_delivery | avg_first_response_hours_other | avg_resolution_hours_delivery | avg_resolution_hours_other --------+---------------+--------------------------+--------------------+-----------------------------------+--------------------------------+-------------------------------+--------------------------- 2024-07 | 131 | 57 | 43.5 | 16.2 | 14.9 | 25.4 | 26.5 2024-08 | 109 | 43 | 39.4 | 8.0 | 14.0 | 15.5 | 26.3 2024-09 | 121 | 55 | 45.5 | 9.7 | 12.3 | 21.2 | 21.4 2024-10 | 134 | 66 | 49.3 | 10.1 | 12.6 | 17.8 | 22.2 2024-11 | 177 | 81 | 45.8 | 13.3 | 21.1 | 22.4 | 36.2 2024-12 | 460 | 248 | 53.9 | 41.2 | 49.2 | 86.6 | 95.9 2025-01 | 150 | 42 | 28.0 | 12.5 | 52.1 | 32.3 | 98.5 2025-02 | 94 | 32 | 34.0 | 8.9 | 10.8 | 22.9 | 21.6 2025-03 | 116 | 50 | 43.1 | 8.8 | 13.1 | 16.3 | 20.8 2025-04 | 133 | 52 | 39.1 | 9.1 | 9.9 | 17.9 | 20.1 2025-05 | 206 | 114 | 55.3 | 37.6 | 12.7 | 78.8 | 20.5 2025-06 | 169 | 88 | 52.1 | 59.6 | 29.3 | 120.5 | 51.0 2025-07 | 153 | 67 | 43.8 | 13.4 | 12.1 | 26.7 | 25.0 2025-08 | 138 | 48 | 34.8 | 15.4 | 11.4 | 29.5 | 24.6 2025-09 | 168 | 94 | 56.0 | 12.0 | 13.5 | 20.7 | 22.2 2025-10 | 192 | 105 | 54.7 | 14.4 | 15.6 | 24.7 | 25.7 2025-11 | 316 | 206 | 65.2 | 23.1 | 23.3 | 49.6 | 43.0 2025-12 | 485 | 297 | 61.2 | 39.4 | 41.0 | 65.3 | 50.5 (18 rows) === Report 2: Ticket spike in May-June 2025: which merchants drove it (written by Viktor) === Engineer's note: Capped at 50 rows per house standard; please add a footer noting the total qualifying-tenant count (query does not compute it separately since that would require a second pass). Spike ratio and delivery-tag share are NULL where the denominator is zero, as requested. REPORT: Ticket spike in May-June 2025: which merchants drove it QUESTION: Was the May-June 2025 jump in ticket volume and resolution time concentrated in a few merchants, or broad-based across the platform? merchant_name | tickets_created_may_jun_2025 | avg_monthly_tickets_other_2025 | spike_ratio | delivery_tag_share_pct ------------------------------+------------------------------+--------------------------------+-------------+----------------------- Studio Vrij | 86 | 8.0 | 5.38 | 83.7 Cragsley Outfitters | 53 | 34.7 | 0.76 | 18.9 Marrowby & Vane | 25 | 20.6 | 0.61 | 24.0 Grind Collective | 19 | 10.3 | 0.92 | 89.5 Brennquell Kaffee | 18 | 11.9 | 0.76 | 44.4 Honeycomb Larder | 14 | 4.4 | 1.59 | 57.1 Petalcourt Beauty | 14 | 10.5 | 0.67 | 28.6 Ballycorran Industrial Supply | 11 | 3.3 | 1.67 | 81.8 Kayak Corner | 8 | 1.2 | 3.33 | 87.5 Fennel & Flint | 7 | 6.0 | 0.58 | 42.9 Kibblewick | 7 | 6.5 | 0.54 | 71.4 Sourdough Club | 7 | 4.0 | 0.88 | 57.1 Spice Route Box | 7 | 6.4 | 0.55 | 71.4 Rue Lafayette Studio | 6 | 2.1 | 1.43 | 33.3 Ampfeld Elektronik | 5 | 5.1 | 0.49 | 40.0 Gratlinie Outdoor | 5 | 2.2 | 1.14 | 100.0 Whisker Works | 5 | 0.7 | 3.57 | 40.0 Cinder Peak Sports Co. | 4 | 3.9 | 0.51 | 75.0 Hanse Industriebedarf | 4 | 0.4 | 5.0 | 50.0 Velvet Ash | 4 | 1.5 | 1.33 | 25.0 Wiesgrund Wohnen | 4 | 2.8 | 0.71 | 50.0 Fjordline Wear | 3 | 1.1 | 1.36 | 33.3 Midland Safety Wear | 3 | 0.8 | 1.88 | 33.3 Nordic Bloom Cosmetics | 3 | 1.1 | 1.36 | 66.7 Ridgeback Gear | 3 | 0.6 | 2.5 | 33.3 Tiny Atelier | 3 | 0.3 | 5.0 | 33.3 Wohnglück | 3 | 1.2 | 1.25 | 66.7 Ampere & Co. | 2 | 0.4 | 2.5 | 0.0 Brick & Bobbin | 2 | 0.7 | 1.43 | 50.0 Castell Fasteners | 2 | 1.1 | 0.91 | 50.0 Deskline Supplies | 2 | 0.9 | 1.11 | 0.0 Feather & Fin | 2 | 1.2 | 0.83 | 100.0 Juniper Apothecary | 2 | 1.5 | 0.67 | 50.0 Linden & Loom | 2 | 2.7 | 0.37 | 50.0 Pfotenglück | 2 | 0.6 | 1.67 | 0.0 Sorella Skin | 2 | 0.4 | 2.5 | 50.0 Thistlecombe | 2 | 1.9 | 0.53 | 50.0 Willow & Wren | 2 | 1.7 | 0.59 | 50.0 Atelier Nouveau | 1 | 0.5 | 1.0 | 0.0 Buchstabe | 1 | 0.4 | 1.25 | 0.0 Coastline Interiors | 1 | 2.0 | 0.25 | 0.0 Driftwood Home | 1 | 0.5 | 1.0 | 0.0 Fell & Fjell | 1 | 0.7 | 0.71 | 100.0 Folio & Fern | 1 | 1.0 | 0.5 | 100.0 Kontor24 Bürobedarf | 1 | 0.8 | 0.63 | 0.0 Lumen Collective | 1 | 0.7 | 0.71 | 0.0 Mirelle | 1 | 0.6 | 0.83 | 100.0 Oakhurst Tailoring | 1 | 2.6 | 0.19 | 0.0 OfficeHub Nordic | 1 | 1.4 | 0.36 | 0.0 Ondine Botanicals | 1 | 0.5 | 1.0 | 100.0 (50 rows) === Report 3: Returns and refunds: volume and time-to-resolve trend (written by Felix) === Engineer's note: Return rate is an approximation (returns requested in month M / orders placed in month M), since a return in month M may relate to an order placed in an earlier month, as noted in the request. Orders-placed and returns-side columns are grained on their own respective timestamp (placed_at vs requested_at) per the brief, and the two series are combined via a full outer join on month so no month is dropped if one side has zero activity. REPORT: Returns and refunds: volume and time-to-resolve trend QUESTION: How often do shoppers end up requesting a return/refund, and how long does that process take to resolve, and is it changing over time? month | orders_placed | returns_requested | return_rate_pct | returns_refunded | avg_days_requested_to_refunded | median_days_requested_to_refunded | returns_rejected_pct --------+---------------+-------------------+-----------------+------------------+--------------------------------+-----------------------------------+--------------------- 2023-01 | 518 | 53 | 10.2 | 51 | 8.7 | 8.7 | 3.8 2023-02 | 546 | 90 | 16.5 | 88 | 8.6 | 8.8 | 2.2 2023-03 | 638 | 120 | 18.8 | 116 | 8.0 | 7.8 | 3.3 2023-04 | 677 | 133 | 19.6 | 131 | 7.8 | 7.7 | 1.5 2023-05 | 804 | 104 | 12.9 | 102 | 8.0 | 8.1 | 1.9 2023-06 | 746 | 124 | 16.6 | 120 | 8.0 | 7.9 | 3.2 2023-07 | 789 | 138 | 17.5 | 131 | 7.7 | 7.8 | 5.1 2023-08 | 842 | 123 | 14.6 | 118 | 7.7 | 7.6 | 4.1 2023-09 | 902 | 136 | 15.1 | 134 | 7.5 | 7.5 | 1.5 2023-10 | 1081 | 139 | 12.9 | 132 | 7.8 | 7.9 | 5.0 2023-11 | 1845 | 214 | 11.6 | 203 | 8.1 | 8.0 | 5.1 2023-12 | 1605 | 491 | 30.6 | 460 | 7.9 | 7.7 | 6.3 2024-01 | 1324 | 262 | 19.8 | 250 | 7.8 | 7.7 | 4.6 2024-02 | 1108 | 165 | 14.9 | 156 | 8.3 | 8.5 | 5.5 2024-03 | 1201 | 143 | 11.9 | 136 | 8.0 | 7.9 | 4.9 2024-04 | 1238 | 173 | 14.0 | 169 | 8.3 | 8.4 | 2.3 2024-05 | 1356 | 190 | 14.0 | 178 | 7.9 | 7.8 | 6.3 2024-06 | 1307 | 193 | 14.8 | 186 | 7.8 | 7.7 | 3.6 2024-07 | 1377 | 233 | 16.9 | 227 | 7.9 | 8.2 | 2.6 2024-08 | 1316 | 204 | 15.5 | 191 | 8.0 | 7.9 | 6.4 2024-09 | 1353 | 192 | 14.2 | 181 | 8.0 | 8.0 | 5.7 2024-10 | 1499 | 196 | 13.1 | 185 | 7.7 | 7.6 | 5.6 2024-11 | 2130 | 267 | 12.5 | 260 | 7.8 | 7.8 | 2.6 2024-12 | 2644 | 643 | 24.3 | 615 | 7.9 | 7.9 | 4.4 2025-01 | 1827 | 349 | 19.1 | 337 | 7.8 | 7.7 | 3.4 2025-02 | 1400 | 176 | 12.6 | 170 | 7.7 | 7.6 | 3.4 2025-03 | 1638 | 187 | 11.4 | 177 | 7.8 | 7.9 | 5.3 2025-04 | 1568 | 230 | 14.7 | 217 | 7.7 | 7.6 | 5.7 2025-05 | 1691 | 252 | 14.9 | 244 | 7.9 | 7.9 | 3.2 2025-06 | 1509 | 254 | 16.8 | 243 | 7.8 | 7.8 | 4.3 2025-07 | 1648 | 243 | 14.7 | 231 | 7.8 | 8.0 | 4.9 2025-08 | 1564 | 217 | 13.9 | 209 | 8.0 | 8.2 | 3.7 2025-09 | 1712 | 252 | 14.7 | 238 | 7.6 | 7.6 | 5.6 2025-10 | 1879 | 270 | 14.4 | 257 | 7.9 | 7.8 | 4.8 2025-11 | 2645 | 331 | 12.5 | 318 | 8.0 | 8.0 | 3.9 2025-12 | 3112 | 702 | 22.6 | 524 | 7.7 | 7.6 | 3.3 (36 rows)