Return Reasons
Return reasons allow you to configure the specific reasons customers can select when returning products. These settings help you understand why customers are returning items and can be used to improve your products and processes.
Return Reason Configuration
| Setting | Description |
|---|---|
| Return reason name | The name of the return reason as displayed to customers in the Returns Portal. |
| Enable/disable | Turn return reasons on or off for your store. |
| Allow comments | Require customers to provide additional comments when selecting this return reason. |
| Prevent return | Block returns when customers select this return reason. |
| Applicable categories | Restrict this return reason to specific product categories. |
Sub-reasons
Sub-reasons let you collect more specific information for each return reason. Customers first select a main reason, then (if available) choose one sub-reason from a list of options.
Examples:
| Main reason | Sub-reasons |
|---|---|
| Item didn’t fit | Too small, Too large, Too short, Too long |
| Item was damaged | Damaged during shipping, Manufacturing defect, Broken after use |
- Sub-reasons are always a single-choice field (customers can select only one).
- Sub-reasons are optional and can be customized for each main reason.
- Translations for sub-reasons are managed on the Translations page.
- Sub-reasons help you identify trends and improve products or processes.