Return Policies

Return Policies & Reasons

Quick Summary: Set up return policies to control return eligibility and create return reasons for categorizing why items are returned.

Overview

Return Policies define the rules for when a return is accepted -- such as country restrictions or time limits after delivery. Return Reasons categorize why items are being returned (e.g., wrong item, defective, changed mind). Together, they help you manage and analyze your returns process.

Note: If you don't see Return Policies or Return Reasons in your Returns menu, contact your Account Manager to enable these features.

Quick Start

1. Navigate to Returns → Return Policies
2. Click + to create a new policy
3. Enter a Name and select a Policy Type
4. Choose the countries this policy applies to (include or exclude)
5. Optionally restrict to specific products
6. Click Save

Return Policies

Policy List

Navigate to Returns → Return Policies to see all your policies.

Policy Types

Creating a Policy

1. Navigate to Returns → Return Policies
2. Click the + button
3. Enter the policy name
4. Select the type (Countries or Day Limit)
5. Configure the policy rules:
6. For Countries: select which countries are eligible
7. For Day Limit: enter the number of days
8. Save the policy

Policies are Active by default. Toggle to Inactive to temporarily disable a policy without deleting it.

Editing a Policy

Click a policy name in the list to open and edit it. You can change the name, type, rules, and status.

Return Reasons

Reason List

Navigate to Returns → Return Reasons to see all your reasons.

Creating a Reason

1. Navigate to Returns → Return Reasons
2. Click the + button
3. Enter the reason name (e.g., "Wrong item received", "Item defective", "Changed mind")
4. Save

Managing Reasons

• Click a reason name to edit it
• Delete reasons that are no longer needed

Return Conditions

Custom condition codes let you define additional categories for returned item conditions beyond the system defaults (New, Used, Damaged, etc.).

Note: If you don't see Return Conditions in your Returns menu, contact your Account Manager to enable custom conditions.

Condition List

Navigate to Returns → Return Conditions to see your custom conditions.

Available Condition Codes

The system provides default condition codes that are always available:

You can create additional Custom conditions alongside these system defaults.

Creating a Custom Condition

1. Navigate to Returns → Return Conditions
2. Click New Return Condition
3. Enter the condition Name and Code
4. Save -- the condition is Active by default

Managing Conditions

• Click a condition to view or edit its details
• Toggle between Active and Inactive
• Delete conditions that are no longer needed

Workflows

Workflow: Set Up a Country-Based Return Policy

When: You want to allow returns only from specific countries

Steps: 1. Navigate to Returns → Return Policies 2. Click the + button 3. Name the policy (e.g., "US & UK Returns Only") 4. Select type Countries 5. Add the eligible countries 6. Save

Result: Only orders shipped to the selected countries are eligible for returns under this policy.

Workflow: Set Up a Time-Limited Return Policy

When: You want to limit returns to within a certain number of days after delivery

Steps: 1. Navigate to Returns → Return Policies 2. Click the + button 3. Name the policy (e.g., "30-Day Return Window") 4. Select type Day Limit 5. Enter 30 (or your preferred number of days) 6. Save

Result: Returns are only accepted if initiated within 30 days of delivery.

Workflow: Create Standard Return Reasons

When: Setting up return reasons for the first time

Steps: 1. Navigate to Returns → Return Reasons 2. Click the + button and create each: - Wrong item received - Item defective / damaged - Changed mind - Item not as described - Arrived too late 3. Save each reason

Result: When processing returns, these reasons are available for selection to categorize why items are being returned.

Troubleshooting

Related Documentation

• Returns Overview
• Return Orders
• Return Items