Return Policies

Return policies and reasons

Quick Summary: Control which products can use a Return Form, and manage the reasons customers can choose.

Overview

Product return policies apply country rules to selected products in embedded Return Forms. Return reasons provide the choices customers see when they submit a return through that form.

Quick start

Create a product policy

1. Open Returns → Return Policies. 2. Select +. 3. Enter a policy name and keep Return From Country as the policy type. 4. Choose the country filter and add the required countries. 5. Add the products this policy should govern. 6. Select Save.

The policy appears as Countries in the Type column. The Return Form compares its countries with the original order's shipping country.

For a time limit, enter the duration in Set Eligibility Length on the Return Form. The current product policy form does not offer a new Day Limit policy.

Create a return reason

1. Open Returns → Return Reasons. 2. Select +. 3. Enter a name such as Item damaged. 4. Select Save.

The reason becomes selectable in a Return Form after you add it there. Open Account Management → Embedded Forms, edit the Returns Form, and select the reason.

Return policies

Policy list

The list shows Date, Policy Name, Type, and Status. Status is Active or Inactive.

Use Search to find a policy by name. Click a header with sort arrows to sort that field. Click again to reverse the order. Search and sorting return you to the first page.

Policy rules

A policy applies only to the products assigned to it. Select products from the Products field; packaging items are not available. A product can have one policy of each policy type.

Country filters

The Filter field has two choices:

Add one or more countries with Countries. Use Select All to include every country or Clear Selection to start again.

Assign products

Add products by searching in Products and selecting a SKU. A policy without products has no product to govern in a Return Form. You can also assign policies from the product editor or product bulk update.

Edit or disable a policy

Select the policy name to edit its name, countries, products, or status. Select Save after changing fields in the policy form. The switch in the policy list saves Active or Inactive immediately. An inactive policy is not applied to its products. Use the delete control on the edit page to remove the policy.

Return reasons

Reason list

The Return Reasons List shows each reason's Name. Select a reason to view its details. Users with edit access can select Edit or Delete in the reason view.

Use reasons in a Return Form

Reasons appear only when they are selected on the Returns Form. If the form has at least one selected reason, a reason is required unless custom text is supplied. Custom reason text can also be enabled on the form.

Return conditions

Return conditions are available when custom conditions are enabled for your account. The Returns menu item is Return Conditions; the page heading is Return Item Conditions. Viewing requires Inventory read or write access. Creating, editing, and deleting require Inventory write access.

Condition list

Use Include Inactive or Include Deleted to include those conditions in the list.

System and custom codes

System codes appear unless your account hides them. Custom codes cannot reuse a reserved system code. Existing custom conditions retain their names and codes.

The Available Condition Codes panel lists the system and custom codes available to your account.

Create a custom condition

1. Open Returns → Return Conditions.
2. Select + under New Return Condition.
3. Enter a Name.
4. Keep or change the generated Code.
5. Choose Active or Inactive.
6. Select Save.

The code accepts lowercase letters, numbers, and hyphens. Editing the generated code stops automatic updates from the name. A duplicate name or code for the same account is rejected.

Edit, disable, or delete

Open a custom condition to view its details. Select Edit to change its name, code, or status. Set it to Inactive to keep it in history without offering it for new selections. Delete removes a custom condition from available choices; existing return history remains.

Troubleshooting

Related Documentation

• Returns Overview
• Return Orders
• Return Items
• Return Conditions