Return Reasons

Return Reasons

Quick Summary: Create and manage the list of reasons customers can select when initiating a return.

Overview

Return Reasons define why a customer is returning an item. When a return is created — either by your team or through an embedded return form — the customer selects a reason from your configured list.

Navigate to Returns → Return Reasons to manage your return reasons.

Note: If you don't see Return Reasons in your menu, contact your Account Manager to enable it.

Quick Start

1. Navigate to Returns → Return Reasons
2. Click the + button to add a new reason
3. Enter a Name for the return reason (e.g., "Wrong size", "Defective item")
4. Click Save

Return Reasons List

The main page shows all your configured return reasons in a table.

Click a column header to sort by Name.

Creating a Return Reason

1. Click the + button (requires write permission)
2. Enter a Name for the return reason
3. Click Save

The new reason immediately becomes available for selection when creating returns.

Viewing Return Reason Details

Click a return reason in the list to view its details:

Editing a Return Reason

1. Click a return reason in the list to view details
2. Click Edit
3. Update the Name
4. Click Save

Deleting a Return Reason

1. Click a return reason in the list to view details
2. Click Delete

The reason is removed immediately.

Workflows

Workflow: Set Up Return Reasons for Your Store

When: You're configuring your account for the first time and need reasons for customer returns.

Steps:

1. Navigate to Returns → Return Reasons
2. Click + to add a reason
3. Enter a descriptive name (e.g., "Wrong item received")
4. Click Save
5. Repeat for each reason you need

Result: All configured reasons appear in return forms for customers and team members to select.

Workflow: Update a Return Reason Name

When: You want to rename an existing return reason for clarity.

Steps:

1. Navigate to Returns → Return Reasons
2. Click the reason to view details
3. Click Edit
4. Update the name
5. Click Save

Result: The updated name appears in all future return forms.

Workflow: Remove an Unused Return Reason

When: A return reason is no longer relevant and should be removed.

Steps:

1. Navigate to Returns → Return Reasons
2. Click the reason to view details
3. Click Delete
4. Confirm the deletion

Result: The reason is removed from the list and will not appear in future return forms.

Troubleshooting

Related Documentation

• Return Orders
• Returns Overview