Reasons And Reason Groups

When customers start a return or warranty claim, they pick the reason they’re filing it. Reasons and reason groups control which reasons they see, and reasons are also available as conditions in your automations.

Overview

• A reason is an option the customer picks, such as Too small or Arrived damaged. Each reason belongs to a category.
• A reason detail is an optional follow-up. After the customer picks a reason that has details, they pick one of its details.
• A reason group decides which reasons are offered for which products and claim types.

Manage all three under Settings > Reasons.

Reasons

Reasons are listed under Reasons on the page. Select a reason to see its details.

Adding a reason

1. Under Reasons, click Add Reason.
2. Enter a name and choose a Category: Defective Item, Wrong Fit, Not As Expected, Not Satisfied, No Longer Needed, Wrong Item, or Shipping Issue.
3. Click the + icon to save.

The category is not shown to customers. It lets you build automation rules that apply to a whole kind of reason, using the Claim Reason Category condition, so you don’t need to list every reason by name.

A new reason isn’t offered to customers until you add it to a reason group.

Adding reason details

1. Select the reason to expand it.
2. Click Add Reason Detail, enter a name, and click the + icon.

Use the X next to a detail to remove it. Removing a reason removes its details too. Reasons and details you remove no longer appear to customers.

A Right to Withdraw reason is created for you the first time a customer uses Right to Withdraw. It can’t be edited or removed here, and it can’t be chosen as a category for new reasons.

Reason groups

A reason group is a set of reasons that applies to one claim type and one product group. Customers see the reasons from every group that includes the product they’re returning.

Every store has two default groups, Default Return and Default Warranty. Customers see a default group’s reasons for any product that isn’t covered by a group of your own for that claim type.

Adding a group

You need at least one product group before you can add a reason group.

1. Under Reason Groups, click the + icon.
2. Fill in the form:
   • Group Name: The name you see when working with the group. It is not shown to customers.
   • Claim Type: Returns or Warranties.
   • Product Group: The products the group applies to.
   • Check the reasons that belong to the group. A reason can belong to any number of groups.
3. Click Save.

Editing and deleting groups

Click the pencil icon next to a group to change it, the eye icon to view its reasons, or the trash can icon to delete it.

The default groups can’t be deleted, and for them you can only change which reasons are included. Their name, claim type, and product group are fixed.

Which reasons customers see

For each item, Corso looks at the reason groups that match the item’s product groups and the claim type.

• If the product is in a group for that claim type, the customer sees every reason from all of those groups, with duplicates removed.
• If no group matches, the customer sees the reasons from the Default Return or Default Warranty group.
• Reasons appear in a random order each time.

Example: Wrong size is in the group for your Apparel product group, but not in the group for Cosmetics. A customer returning a shirt can pick Wrong size. A customer returning a lipstick can’t.

FAQ

Can customers see the reason category? No. Categories are only used for automation conditions.

Why isn’t my new reason showing up? Add it to a reason group that matches the product and claim type, or to the default group.

Can I use reasons to change what happens next? Yes. Reasons and reason details are conditions for most automations, such as Collect Additional Information, Policy Enforcing Question, and Tag Claim.