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Return Reasons

When you create a return, each returned item has a Reason dropdown to record why it is coming back. This lists the return reasons available, such as wrong item, damaged, or changed mind, and why recording them matters.

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When you create a return, each item you are returning has a Reason dropdown where you record why it is coming back. Choosing a reason keeps a record of why customers return items, which over time shows you patterns worth acting on, such as a product that is often the wrong size. You set the reason on the Create return page as you select the items, which Create a Return walks through. This article lists the available reasons and how to use them.

The available return reasons

Reason Use it when
Size too small The item was smaller than the customer needed
Size too large The item was larger than the customer needed
Wrong item received The customer received a different item than they ordered
Item damaged The item arrived damaged
Item defective The item does not work or has a fault
Not as described The item did not match its description or listing
Changed mind The customer no longer wants the item
Arrived too late The item arrived later than the customer needed it
Duplicate order The customer ordered the same thing more than once
Other A reason not covered by the options above
Unknown No specific reason is recorded, the default before you choose

Before you begin

  • You are on the Create return page for a fulfilled order, with an item selected to return.
  • Open Orders > Overview in the admin sidebar, open a fulfilled order and select Return, where a reason is chosen per item.

Steps

1. Open the Reason dropdown

On the Create return page, once you set a return quantity for an item, a Reason dropdown appears for that item, set to Unknown by default. Select it to see the list of reasons.

2. Choose the reason that fits

Pick the reason that best matches why the customer is returning the item, such as Wrong item received or Item damaged. If none fit, use Other. Choosing the closest reason keeps your return records meaningful.

3. Set a reason per item

Each returned item has its own reason, so if a return has more than one item, set the reason for each. This keeps the record accurate when items are returned for different reasons.

Best practices

  • Record a reason for every return. Leaving it as Unknown loses the insight that reasons give you over time.
  • Be consistent across staff. Use the same reason for the same situation so your reports are reliable.
  • Watch for patterns. A product often returned as too small or not as described points to a sizing or listing problem to fix.
  • Use Other sparingly. Reach for a specific reason first, and use Other only when nothing fits.

If something goes wrong

  • The Reason dropdown is not shown. Set a return quantity for the item first; the reason appears once an item is being returned.
  • No reason fits. Use Other, and note the detail in the staff note on the return.
  • You cannot set a reason. Your role may not allow managing returns. Ask an owner or admin.

Next steps

Still stuck?

More in Returns

  • Restock a Return

    When you process a return, you can restock the returned items back into inventory at a chosen location, review the refund due, and choose whether to issue the refund now or later.

  • Exchange

    An exchange replaces the items a customer returns with different products instead of refunding them. You set it up on the Create return page by turning on Exchange items and adding the replacement products.

  • Exchange Value Calculation

    In an exchange, the value of the items a customer returns is compared with the value of the replacements. If the replacements cost more, the customer pays the difference; if they cost less, the difference goes back to the customer.

  • Exchange Items Are Not Reserved Until Processed

    When you add replacement products to an exchange, they are not reserved until you process the return. This means the stock is not held yet, so a replacement can sell out before the exchange is completed.

All 15 articles in Returns

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