There are occasions where return reasons aren't enough on their own, and this is where nested return reasons (also known as subreasons) can come in. Nested return reasons allow provide additional detail on return reasons and thus deeper analysis of return behavior when looking at analytics. Additionally, they decrease the initial user choice and UI complexity, providing a cleaner experience for your shoppers.
What the Shopper Sees
In the shopper flow, once the shopper picks a reason if that one has sub-reasons those are shown with the message "Please Specify Further".
Nested Reasons can be configured on your Return Manager → Return Settings, under the Return Reasons tab, by adding sub-reasons to the existing reasons.
A reason must exist first before you are able to add the subreasons.
Clicking on the pencil icon opens up a window that shows the reason. Clicking on Add subreason adds a field that you can fill in. There is no limit to how many subreasons you can add.
If you have exchanges enabled for your Returnly instance, you can toggle on the Exchange switch so that the reason/subreasons will show up for exchanges.
Note: If you are utilizing the Returns API and this feature, the “return_cause” attribute will reflect the sub-reason selected by the shopper.