Manage Return Reasons

In this guide, you'll learn what return reasons are and how to manage them.

What's a Return Reason?

A return reason is useful when returning an item in an order. It's used to specify why an item is being returned. For example, a customer might return an item because it's damaged, the wrong size, or they changed their mind.

When creating a return, exchange, or claim, you can choose from a list of return reasons that you've set up in your settings.

View Return Reasons

To view return reasons in your store, go to Settings → Return Reasons. Here, you can see a list of all the return reasons you have set up. You can also search, filter, and sort the return reasons to find the one you are looking for.

Create Return Reason

To create a return reason:

1. Go to Settings → Return Reasons.
2. Click Create in the main section's header.
3. In the form that opens:
   • In Value, enter a unique identifier for the reason that's used internally. Use lowercase letters and underscores (_). For example, damaged or wrong_size.
   • In Label, enter what is shown to customers or admin users.
   • Optionally enter a description in Description.
4. When you're done, click Save.

Edit a Return Reason

To edit a return reason:

1. Go to Settings → Return Reasons.
2. Find the return reason to edit and click the three-dot menu in its row.
3. Choose Edit from the dropdown.
4. In the side window that opens, edit the return reason's value, label, and description.
5. When you're done, click Save.

Delete a Return Reason

Deleting a return reason is irreversible.

To delete a return reason:

1. Go to Settings → Return Reasons.
2. Find the return reason to delete and click the three-dot menu in its row.
3. Choose Delete from the dropdown.
4. Confirm by clicking Delete in the pop-up.