Return Reasons
Return reasons
Quick Summary: Create and manage the reasons customers can choose in an embedded Return Form.
Overview
Return reasons label why a customer is returning an item. They appear in embedded Return Forms after you select them on the form.
Quick start
- Open Returns → Return Reasons.
- Select + to open New Return Reason.
- Enter a Name, then select Save.
- Open Account Management → Embedded Forms.
- Edit the Returns Form and select the reasons to offer.
- Select Save on the form.
Reason list
The page heading is Return Reasons List. The table shows each reason's Name. Select a reason name to open its details.
Use Search to find a reason by name. Click Name to sort, then click again to reverse the order. Search and sorting return you to the first page. Use the controls at the bottom to change pages.
When your account has no reasons, the first list load creates starter reasons: Damaged, Defective, Wrong product, Delayed delivery, Incorrect size, Poor quality, Color, Style, and Unwanted.
Manage reasons
Create a reason
Use + when your user has edit access. Enter the Name in New Return Reason, then select Save. The reason opens in its details view after saving.
View or edit a reason
The details view title is Return Reason [name] and shows the Name field. Select Edit to open Edit Return Reason [name]. Change the name, then select Save. The new name appears anywhere that reason is shown, including recorded return reasons.
Delete a reason
Open the reason, select Delete, then confirm with Ok. Deletion is immediate and cannot be undone in the portal. A reason already recorded on a return cannot be deleted; keep it or rename it.
Use reasons in a Return Form
Reasons are not offered automatically. Select each reason under Return Reasons on the applicable Returns Form. If the form has selected reasons, the customer must choose one unless custom text is supplied. Enable Has Custom Text Return Reason when customers may enter their own reason.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Return Reasons is missing | Returns, embedded forms, or your access is unavailable | Ask your company administrator or Account Manager |
| + is unavailable | Your user can view reasons but lacks edit access | Ask your administrator for edit access |
| A new reason is not offered to customers | It is not selected on the applicable Returns Form | Edit the Returns Form and select the reason |
| Delete does not remove a reason | The reason is recorded on a return | Keep or rename the reason |
| A portal-created Return Order has no return reason | Return Reasons apply to embedded Return Form submissions | Use the Return Form controls or contact your Account Manager |
| A renamed reason also changes in old returns | Existing records display the reason's current name | Confirm the new name before saving |