When your customers decide to return or exchange a product, it means that something went wrong with their purchase. Request Reasons are the answer to the question of what went wrong. We understand that for your brand, you would like to have reasons tailored to your brand voice and be as specific as they possibly can for you.
Return Reasons let you collect information on why your products are being returned. You no longer have to settle for standard reasons like too big, too small, changed my mind, etc. You can add as many return reasons as you want, using your brand’s voice, to collect meaningful data on your returned items.
You can even have reasons specific to different products.
You can create as many reasons as you want, and you will have full control over what they say, and even drill down to find the specific answers you're looking for by setting up sub-reasons.
Latest Request Reason Changes
To see the details about the recent changes made to Request Reasons, please read the following page: Request Reasons changes
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Go to Configure > Return Management > Request Reasons
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Click on Add Reason. This will lead you to a new page, where you will set up your reason.
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Set your Reason Identifier. This is the name you give to your request reason. This will help you in identifying the Request Reason throughout the portal. If you make specific reasons for specific products, this will help you identify your reason. Your identifier must be unique. This text will not be visible to your shoppers.
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Set the name of the Request Reason. The text you put in here will be visible to your shoppers.
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Provide Sub Reasons to get a more precise reason. These can be configured by clicking the (+) sign in the Sub Reasons section. Define the name of the sub-reason and add a list of possible answers to that question.
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Select what services are allowed for a Return Reason. You can set whether you will:
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Allow return for a specific reason
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Only allow exchanges with the same variant for a product
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Allow exchanges with the entire catalog
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Add Other Requirements that you wish to have included with each Request Reason. You have two options:
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Media Upload: If you allow this, the shopper will have to add a picture of the product they are sending back. You can also make that optional.
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Qualification Approval: If you enable this, then this supersedes all the rules of automation, and will require a mandatory qualification approval by an admin user before a return label is issued to the customer.
When to use Qualification Approval
We suggest using Qualification Approval in cases where you would like to review the customer's request before allowing them to return. Merchants usually do this for instances like 'Damaged Products' where they would review the images submitted by the shopper before they allow them to proceed with their request.
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Apply the Return Reason to specific products or categories. To set this, either select a product type, or select the specific products by clicking on select products and then selecting from among them.
You can watch our video guide for adding a Request Reason:
You can change the order in which your Request Reasons are shown to your customers. To do that, go to the Request Reasons table. In the title description, you will see "here". Clicking on that will take you to a page where you can change the order of the Request Reasons.
Keep in mind, however, that for a reason to appear to a customer, it must be turned "On" in the table. You can change the order of reasons, but as long as it is turned off, it won't show up in the portal.
You can watch our video guide for re-ordering Request Reasons: