--- title: "Return and refund reasons" description: "Keep the list of reasons customers choose when they return an item and the reasons your staff choose when they refund." url: "https://docs.poltura.com/en/returns/reasons/" lang: en alternates: en: "https://docs.poltura.com/en/returns/reasons/" hu: "https://docs.poltura.com/hu/returns/reasons/" --- # Return and refund reasons Keep the list of reasons customers choose when they return an item and the reasons your staff choose when they refund. - Where: Settings → Return Reasons Reasons put returns and refunds into categories, so you can see later why items came back and why money was returned. There are two separate lists under **Settings**: - **Return Reasons**: customers pick one when they return an item, and staff pick one when they create a return, a claim or an exchange. - **Refund Reasons**: staff pick one when they refund a payment. Both lists work the same way. Each shows the reasons with their **Label**, their key and their **Description**. You can search the list and sort it by label or key. ## Return reasons ### Add a return reason 1. Open **Settings** and choose **Return Reasons**. 2. Select **Create**. 3. Enter the **Label**: what customers and staff see, for example "Wrong size". 4. Enter the **Value**: a short key for the reason, for example `wrong_size`. 5. Add a **Description** if you want to explain the reason. Customers see it under the label. 6. Save. The reason appears in the list, and the message "Reason created" confirms it. ### Edit or delete a return reason 1. Click the reason in the list. The edit panel opens. 2. Change the **Label**, the **Value** or the **Description** and save. 3. To remove the reason, select **Delete return reason**, tick "Yes, delete this reason. It cannot be undone." and confirm. > **Warning** > > A deleted reason cannot be restored. It is no longer offered anywhere, but returns that already carry it keep it. ### Where return reasons are used - In the return form of your store, where customers see the label and the description. - In the admin, in the **Reason** menu of a return, claim or exchange on an order and of a return request. - In [Return settings](https://docs.poltura.com/en/returns/settings/), where every reason has two rules: whether it is the **Store's fault** and whether **Photos** are asked for. A new reason starts as not the store's fault, with optional photos. When you first switch returns to **Request form** or **Full workflow** and the store has no return reasons yet, eight default reasons are added: changed mind, too small, too large, not as described, arrived damaged, defective, wrong item and other. Edit or delete them as you like. ## Refund reasons ### Add a refund reason 1. Open **Settings** and choose **Refund Reasons**. 2. Select **Create**. 3. Enter the **Label**, for example "Gesture of goodwill". 4. Enter the **Code**: a short key, for example `goodwill`. 5. Add a **Description** if you want. 6. Save. The reason appears in the list. ### Edit or delete a refund reason Click the reason to open the edit panel, change the fields and save. To remove it, select **Delete refund reason**, tick the confirmation and confirm. ### Where refund reasons are used The **Refund Reason** menu of the refund panel lists them by label. Choosing one is optional. The reason is shown on the order next to the refund. See [refund a payment](https://docs.poltura.com/en/orders/payments/#refund). If you rename a refund reason, refunds that already use it show the new label. ## Good to know - **Label** and the key are required. The label can be up to 200 characters, the description up to 1000. - The **Value** or **Code** can be up to 64 characters and may only hold unaccented letters, digits, `_`, `.` and `-`. Spaces and accented letters are refused. - Two reasons may share the same key or label. The admin does not stop you, so keep them distinct yourself. - Renaming a return reason does not change return requests that were already filed. They keep the label they were filed with. The rules in the return settings stay attached to the reason. - Deleting a reason is allowed even when returns or refunds use it. There is no warning and no count. - A reason with an empty label is left out of the menus. - The reason menus on an order list at most 100 reasons, and the return form of the store reads at most 200. - The field names and messages on these two pages are shown in English in every admin language. - Changing reasons needs the permission to edit orders. A read-only team member can open the lists but cannot save. ## If something goes wrong - **"This field is required."** Fill in the label and the key. Under the delete checkbox it means you have to tick it first. - **"That value is not one this screen can send."** The key holds a space, an accented letter or another character that is not allowed. - **"That value is too long."** Shorten the label or the description. - **"You do not have permission to change this reason."** Ask an owner or administrator. See [People and roles](https://docs.poltura.com/en/settings/organization/team/#roles). - **"That reason could not be found."** A colleague deleted it in the meantime. Go back to the list. ## Related - [Returns](https://docs.poltura.com/en/returns/) - [Return settings](https://docs.poltura.com/en/returns/settings/) - [Handle a return](https://docs.poltura.com/en/returns/handle-a-return/) - [Payments and refunds](https://docs.poltura.com/en/orders/payments/) - [Returns, claims and exchanges on an order](https://docs.poltura.com/en/orders/claims-and-exchanges/)