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Customizing your Preferred Configuration
Return Reasons are the options provided to your customers in the return flow that they can choose for each item.
In order to customize your preferred Return Reason configuration, visit your Return Settings page, Return Reasons tab.
When you are adding or editing a reason for return, you can also toggle on or off the following options:
- Allow exchanges
- Offer free shipping
- Authorize manually
Allow exchanges
Letting your customers exchange when they select the return reason.
Note:The Allow Exchanges toggle switch will be presented for merchants who have Exchanges available and it is enabled.
Offer free shipping
Customers won't pay for the cost of the shipping.
Enabling this for a reason should allow for unique circumstances to be acknowledged (e.g: merchandise arrives that is damaged, and preventing the customer having to pay for the return even when the damage is not their fault), thus creating a better customer experience.
Authorize manually
You will be able to review returns even if your auto-authorization setting is enabled. Thus, you can manually intervene when certain items are flagged (such as items damaged or for those returns you would like to have further details on).
There are two ways you can manually review and authorize returns:
1. On your Manage Returns page, you can toggle on Authorize manually.
2. On Shopify, you can add the following tag rtly-manual-review to a product or order.
Once you have flagged a return reason, a product or order by any of the two options outlined above, the RMA will show under the Pending tab on your Manage Returns page.
Note: We recommend checking the Pending tab for RMAs that need attention.
