Customize return reasons

Benefits of Return Reasons

Return reasons help you understand customer behavior and improve your products.

• Easily create reasons to return orders for your customers
• Require information (comments, videos/images) to know why orders are returned
• Analyze return patterns to identify product issues
• Make data-driven decisions to reduce future returns
• Provide structured return process for customers

Step 1: Navigate to Return Reasons

Access the return reasons configuration page.

1. 1On Returndotai left navigation bar, click Settings > Return reasons

Step 2: Review Default Reasons

We have some default reasons for you. To edit or delete the unnecessary reasons, you can manage them from the list.

1. 1Review the pre-configured default reasons
2. 2Click on any reason to edit its details
3. 3Use the delete option to remove unnecessary reasons

Step 3: Add New Reason

Create custom return reasons tailored to your business needs.

1. 1To make other reasons on your return reasons list, select "Add reason"

Step 4: Configure Reason Details

Set up the reason name, sub-reasons, and required fields.

1. 1Type the "Reason name" (e.g., "Wrong size", "Damaged item", "Not as described")
2. 2You can add "Sub-reason" names optionally for more specific categorization
3. 3Active comments and image fields on your returns page or not
4. 4In each field, click "Require" or "Optional" whether or not you want the fields mandatory filled by customers

• Reason Name: The main return reason displayed to customers
• Sub-reasons (optional): More specific reasons under the main category
• Comments field: Allow customers to provide additional details
• • Require: Customer must provide comments
• • Optional: Customer can choose to add comments
• Image/Video field: Allow customers to upload evidence
• • Require: Customer must upload images/videos
• • Optional: Customer can choose to upload media

Step 5: Save the Reason

Finalize and activate your return reason.

1. 1Choose "Save" and reasons are created successfully

How Customers See Return Reasons

While returning orders, your customers will see the full list of your return reasons.

• Customers select from the return reasons you configured
• With each reason, they will see the field to add comments and images describing why the orders must be returned
• Required fields are marked and must be completed before submission
• Optional fields give customers flexibility to provide additional information

Setting Up Effective Return Reasons

Keep reason names clear and concise

• Create 5-10 main reasons to cover common return scenarios
• Use sub-reasons to get more specific feedback without overwhelming customers
• Require images for reasons like "Damaged item" or "Wrong item received"
• Make comments optional for most reasons to avoid friction
• Regularly review reasons and update based on customer feedback

Common Return Reasons to Include

Wrong size or fit

• Changed my mind
• Item damaged or defective
• Wrong item received
• Not as described
• Better price elsewhere
• Late delivery
• Quality not as expected

When to Require Comments or Images

Key points to understand:

• Require images for:
• • Damaged or defective items (for verification)
• • Wrong item received (to identify the error)
• • Quality issues (to understand the problem)
• Require comments for:
• • "Other" or "Not as described" reasons (for clarity)
• • Any reason where you need specific details
• Keep optional for:
• • "Changed my mind" (customer preference)
• • "Wrong size" (self-explanatory)
• • "Better price elsewhere" (no additional info needed)

Editing Existing Reasons

You can update return reasons at any time.

1. 1Go to Settings > Return reasons
2. 2Click on the reason you want to edit
3. 3Update the reason name, sub-reasons, or field requirements
4. 4Click "Save" to apply changes

Deleting Reasons

Remove reasons that are no longer relevant.

1. 1Go to Settings > Return reasons
2. 2Find the reason you want to remove
3. 3Click the delete icon or option
4. 4Confirm deletion

Analyzing Return Reasons

Use return reason data to improve your business:

• Track which reasons are most common
• Identify patterns in product quality issues
• Spot sizing or description problems
• Review customer comments for actionable insights
• Use data to reduce future returns
• Improve product descriptions based on "Not as described" feedback