Set Return Reasons for Different Products

  • Updated

Contents

  1. Return Settings: Return Reasons
  2. Return Reason Library
  3. Your Groups

 

Return Settings: Return Reasons

Return Reasons under Return Settings in Returnly

When your shopper selects a product for return, they will be prompted to choose the reason for which they are returning the product. 

Shopper experience 'Why are you returning this item' with return reasons listed

In order to create and configure return reasons based on the product that is being returned, you should first create Custom Product Types within Shopify and associate them to Products. 

 

 

Return Reason Library

 

On your Return Reasons tab, you would be able to configure how your return reasons by product type will be displayed to your customers.

 

There, you will be presented with a Return Reason Library. 

Note: Product types is a Shopify attribute for which Shopify merchants with a robust catalog would be able to benefit from this feature. 

Return Reason Library in Returnly

 

Best practice

  • Create between 5 to 8 return reasons: Having more than that would mean your customers would need to scroll to get to their return reason.

To add a new return reason, simply click the following:

return_reasons_by_product_type_add_new.png

 

There, you will be able to create new return reasons and their respective sub-reasons, along with the capability of offering your customers exchanges and/or free shipping. 

Return_reasons_by_product-_image_2.png

On your Return Reason Library, click the pencil to edit a reason or add sub-reasons. To delete a reason, click the trash icon.


didnt_fit_well.png

When you are editing a reason for return, you can also allow for the item to be exchanged, or to be granted free shipping for the return. In the latter case, enabling this for a reason should allow for unique circumstances to be acknowledged (e.g: merchandise arrives that is damaged, and preventing the shopper having to pay for the return even when the damage is not their fault), thus creating a better experience for the shopper.


Best practice: Our nested reasons offer the ability to further identify the reason for return. For example - if the shopper chooses "Fit" as the main reason, they are then prompted with "Too Small" or "Too Large". For more information on our nested return reasons, see Setting up Nested Return Reasons.

 

Your Groups

Once you have created return reasons, you would need to add those to a group (either the default group or a custom created group).

Default Group

Return reasons shown to all product types that are not included in a Custom Group.
Custom Group

Custom Groups (such as Apparel) can contain many product types (e.g. Shirts, Pants, Jackets) and many return reasons (e.g. Did not like fabric, Ripped, Too loose).

Product Types included in a Custom Group (e.g. Shirts included in Apparel Group) cannot be included in another Custom Group (e.g. Shirts cannot also be included in a Clothing Group)

 

To create a new group, click the following:

return_reasons_new_group_button.png

 

return_reasons_group_pub.png

Considerations

  • You can associate as many return reasons as you see fit to any group.
  • Your customers will only see the return reasons applicable to the product type that they are returning.
  • Product types can only be included in one group, not multiple.

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+ Related: Setting Up Reasons for Returns
+ Related: How to Set Reasons for Returns - Best Practices  
+ Related: Configuring Your Return Settings

 

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