Reasons

During the return process, customers can be required to select the reason that they are requesting the return.

Reason Groups

Reasons are grouped together so that certain reasons are made available for different products being returned. If a merchant sells clothing items and cosmetics together, for example, they might want a reason such as “wrong size” to be selectable for the clothing articles, but not for cosmetics.

You can create as many reason groups as needed. You might create one group for men’s clothing, one for women’s clothing, one for accessories, etc.

Adding New Groups

To create a new group, click ”+ Add Group”, and fill in the form.

• Name: This is the name that you will see when working with the group. It is not shown to the customer.
• Claim Type: Reason groups will be shown during the return process based on the type of claim (return, warranty, etc.), and the product. This field will set which claim type the reason group will be shown for.
• Product Group: You can define which products this reason group will show up for. To do so, create a product group and select it here.
• Reasons: This is where you define which reasons belong to the reason group. Any of your reasons can belong to your new reason group, and reasons can belong to any number of reason groups.

Editing Reason Groups

Editing reason groups can be done with the same for that they are created with. Simply click the edit icon (which appears as a pencil) next to a reason group.

You can remove a reason group with the delete icon (which appears as a trash can).

The default groups (labeled as “Default Warranty” and “Default Return”) cannot be deleted, and some of their properties cannot be edited.

Reasons

Reasons are shown to customers as they return products, based on the reason group that is set to be displayed for that combination of product and claim type.

Adding Reasons

To add a new reason, simply click the ”+ Add Reason” button. You can give the new reason a name, and select the primary reason type that it belongs to. Click the ”+” icon to save it, and the trash can icon to cancel the creation of a new reason.

Editing Reasons

Reasons can be deleted, and they can have reason details added or deleted as well.

• Add reason details with the ”+ Add Reason Detail” button.
• Delete reason details with the “X” button.