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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
  1. Settings
  2. Return Reasons
On this page

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.

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, 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.

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.
  • "That reason could not be found." A colleague deleted it in the meantime. Go back to the list.