Return Settings: Return Reasons
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.
- 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:
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.
On your Return Reason Library, click the pencil to edit a reason or add sub-reasons. To delete a reason, click the trash icon.
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.
Once you have created return reasons, you would need to add those to a group (either the default group or a custom created group).
Return reasons shown to all product types that are not included in a 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:
- 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.
+ Related: Setting Up Reasons for Returns
+ Related: How to Set Reasons for Returns - Best Practices