Return Reasons

Last Updated: May 15, 2024

Use return reasons to track why customers are returning items and identify patterns to reduce returns and improve customer satisfaction.

ReturnGO automatically includes a default set of commonly used return reasons in the dashboard. However, you may want to customize your return reasons to better suit your business needs.

This article will cover the customization options for managing the return reason options your customers will see in your return portal.

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Users with admin-level permissions in the ReturnGO Dashboard can manage return reasons and follow-up questions.

Creating and Editing Return Reasons

The return reasons editor enables you to manage both your return reasons and the follow-up questions linked to each return reason.

The return reasons editor enables you to manage both your return reasons and the follow-up questions linked to each return reason. Follow the steps below to edit a return reason: 

  1. Go to Settings > Return Reasons.
  2. Click ADD REASON to create a new return reason. 
  3. Click the pencil icon to the right of the return reason to configure an existing reason.

4. Enable the Display reason toggle so customers can see this reason in the return portal.

5. Edit the reason’s display name.

6. Set a return reason category.

7. Click ADD QUESTION to create a new follow-up question for this return reason. Follow-up questions help you gather more context about the reason for the return, which you can then use for validation of the return request, analytics, and more.

8. Click the pencil icon to the right of the follow-up question to configure it.

9. Toggle Display question so customers will see the question on the return portal.
10. Toggle the Mandatory question to require customers to answer this question.
11. Edit the internal name.
12. Choose an answer type. Answers can fall under one of these types:

  • Free text
  • Media request
  • Multiple choice
  • Numerical stepper
  • Yes/no

13. Enter/edit the question in the field provided.

14. Enter the instructions for this follow-up question.

15. Configure additional settings for the answer type chosen, e.g., media type for media request, choices for the multiple choice question, etc.

16. Click on the save icon to save your changes.

Sorting Return Reasons

Sort the order of the return reasons by dragging them to your preferred position. Check out the default return reasons first, and drag the return reasons you will likely use to the top of the list.

Where to Find the Return Reason of an RMA

Once a customer submits a return request through the return portal, the request details are logged in an RMA card. You can review and process return requests by going to the Manage Returns page.

The return reason selected by the customer, along with the answers to the follow-up questions, is listed to the right of each item that is being returned.

How to Analyze Your Return Reasons Data

There are a few ways you can analyze your returns data based on the return reasons.

ReturnGO Analytics

ReturnGO automatically provides analytics and insights about your returns data in Analytics > Returns. Under the Requested tab, you can see the distribution of return reasons your customers selected, along with a breakdown by product.

Raw RMA Data

If you want to perform custom analytics, you can export a comprehensive report of your RMA data from the Manage Returns page. The report will be in CSV format, which you can import into spreadsheet editors such as Microsoft Excel and Google Sheets and build your own pivot tables and charts.

Alternatively, you can fetch RMA details using the ReturnGO API.

Return Reasons FAQ

What are the default return reasons?

The default return reasons are built-in return reasons that are the most commonly used reasons. You can use these to base your custom return reasons off of.

How many return reasons can I add?

There is no limit on the number of return reasons you can add.

How many follow-up questions can I add per return reason?

There is no limit on the number of follow-up questions you can add to each return reason.

How can I change the order of the return reasons/follow-up questions in the return portal?

The order of the reasons in the return portal is determined by the order that the reasons are displayed on the Return Reasons page in your ReturnGO dashboard. To change the order of your return reasons or follow-up questions, go to Settings > Return Reasons and drag the return reason or follow-up question to your preferred position.

What's the size limit for images and videos?

In the portal, customers can upload up to 4 images or videos at a time, with a size limit of 140MB per file.

Can I have customers upload videos too?

By default, media request questions can only accept image files. You can unlock video uploads by adding the Video Upload add-on to your plan.

To add the video upload capability:

  1. Click your email user at the top-right of the dashboard, and go to STORE ACCOUNT.
  2. In the Manage Add-ons section, enable/disable the add-on you want.
  4. In the Add-ons Summary dialog box, review the new monthly billing, then click APPROVE BILLING. You will be redirected to Shopify.
  5. In the Approve Subscription page, click APPROVE.