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The Big Dog Trust Promise

Our numbers, published live.

Refund rate. Response time. Cancellation rate. Dispute resolution rate. Updated automatically. If we're hiding behind bad data, you'll see it here first.

Last updated: auto-refreshed · Metrics begin accumulating once the store is live.

We publish our Phase 1 honestly

Phase 1 (live now): we use Stripe as our processor. Refunds are handled manually by the team on request. Phase 2 (coming soon): we migrate to NMI-gateway infrastructure so we can integrate QuickRefund's pre-dispute automation (QR Cancel, Order Insight, RDR) — the full merchant-showcase version of this site. We'll update this banner the day that goes live.

Live Metrics

The numbers we watch — and you can too.

All metrics are auto-calculated from our Stripe and email systems. We make no effort to massage them. If a number looks bad, you'll see it. We'll also explain why.

Refund Request Rate
Pending first customers
Rolling 90 days
Percentage of Playbook customers who requested a refund within 7 days. We target under 8% — strong info-product baseline is 5–12%.
Target: < 8%
Refund Response Time
Pending first refund
Rolling 30 days
Median time from refund request email to refund processed. We target under 24 hours — regardless of timezone or weekend.
Target: < 24 hrs
Subscription Cancel Rate
Pending launch
Rolling 90 days
Monthly subscribers who cancel within any given month. Healthy for info-products: 5–12%. High number = product not delivering. Low number = retention working.
Target: 4–8% monthly
Phase 2
Pre-Dispute Resolution Rate
Launches with QR Cancel
Rolling 90 days
Percentage of would-be disputes resolved at the gateway before a chargeback forms — via QuickRefund Order Insight + RDR. The core QR showcase metric.
Target: > 50%
Phase 2
Chargeback Rate (VAMP)
Launches with QR Cancel
Rolling 90 days
Percentage of transactions that became a formal chargeback. Card-network thresholds for "high risk" start at 0.9%. Our target is dramatically lower.
Target: < 0.3%
Playbook NPS
First survey after 50 customers
Rolling 90 days
Net Promoter Score from customers who've owned the Playbook at least 14 days. A single question: "Would you recommend this to a friend who owns a big dog?"
Target: > 50
Why We Publish

Because the merchants who hide their numbers are the ones with numbers worth hiding.

Most info-product businesses don't publish their refund rate. That's a choice. It tells you something.

We publish ours because Big Dog Longevity exists partly as a demonstration project — we're building this brand as a live example of what a trust-first, pre-dispute-automated merchant looks like in practice. The transparency page is not a marketing gimmick. It's the proof.

Our partner QuickRefund provides the pre-dispute automation infrastructure that Phase 2 of this store will showcase. If you operate a merchant business and want to see what visible trust actually does for conversion, retention, and chargeback economics — bookmark this page.

What this page is not

  • Not aspirational. Every number is real, or it's pending first data. No projections masquerading as results.
  • Not curated. We don't hide bad weeks. If our refund rate spikes, you'll see the spike.
  • Not forever-locked. If we change a definition, we publish the change date and explain why.
  • Not a dashboard-for-dashboards' sake. Every metric on this page connects to a specific promise we made.
Methodology

How we calculate each metric

No black boxes. Here's exactly what each number counts and how.

Refund Request Rate

(refund_requests_within_7_days) / (total_playbook_purchases)

Pulled directly from Stripe. Counts any customer who emailed refunds@bigdoglongevity.com within 7 days of purchase and received a full refund. Does not count partial refunds or goodwill refunds after 7 days — those are reported separately.

Refund Response Time

median(refund_issued_timestamp − refund_email_timestamp)

Median, not mean, because we don't want one slow weekend response to skew the number. Measured from the inbound refund request email to the Stripe refund confirmation. All timestamps are UTC.

Subscription Cancel Rate (Monthly)

cancellations_in_period / active_subs_at_start_of_period

Standard monthly churn formula. Counts any self-service cancellation, any team-initiated cancellation, and any payment failure that we did not recover within 7 days.

Pre-Dispute Resolution Rate (Phase 2)

(pre_dispute_resolutions) / (pre_dispute_resolutions + formal_chargebacks)

Counts disputes intercepted at the gateway via QuickRefund Order Insight or RDR auto-refund before they became formal chargebacks. Only available once we're running on NMI + QR infrastructure in Phase 2.

Live Experiments

A/B tests currently running

We test our trust-first hypotheses openly. Results get published on this page when statistically significant.

Pending launch

Email conversion — trust badge prominent vs. control

Welcome sequence split. Variant A: "The Big Dog Trust Promise" badge + 7-day refund language prominent in every email footer. Variant B: same emails, minimal trust language. Measured: click-through, landing page conversion, purchase rate, 30-day refund rate.

Pending launch

Landing page hero — trust card above-fold vs. below

The "Big Dog Trust Promise" card currently sits below the primary CTA. We'll test whether elevating it above the CTA increases conversion or whether it distracts from the primary action.

Phase 2 — QR integration required

Checkout page — QR trust badge visible vs. standard Stripe checkout

Launches with NMI + QR Cancel. Tests whether the prominent QR trust badge at the payment step increases conversion compared to a generic Stripe checkout page.

Questions

Anything missing from this page?

If there's a metric you want to see published that we're not showing, tell us. We'll add it if it makes sense.

Email the team Read our refund policy →