--- title: Return Reasons description: Use return reasons to track why customers are returning items and identify patterns to reduce returns and improve customer satisfaction. --- [Skip to content](https://support.returngo.ai/return-reasons#main-content) English Show submenu for translations [Customer portal](https://support.returngo.ai/tickets-view?hsLang=en) ![ReturnGO Logo-1](https://support.returngo.ai/hs-fs/hubfs/ReturnGO%20Logo-1.png?width=198&height=30&name=ReturnGO%20Logo-1.png) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://support.returngo.ai/tickets-view) - Go to returngo.ai Go to returngo.ai Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://support.returngo.ai/?hsLang=en) 2. [Returns Management](https://support.returngo.ai/returns-management?hsLang=en) 3. [Return Reasons](https://support.returngo.ai/returns-management?hsLang=en#return-reasons) # Return Reasons Last Updated: April 19, 2026 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. ![Return Reasons](https://support.returngo.ai/hs-fs/hubfs/Return%20Reasons.png?width=670&height=633&name=Return%20Reasons.png) ### Requirements 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**](https://app.returngo.ai/dashboard/settings/return-reasons)**.** 2. Click **ADD REASON** to create a new return reason, or click the pencil icon next to a reason to edit it. ![Creating and Editing Return Reasons](https://support.returngo.ai/hs-fs/hubfs/Creating%20and%20Editing%20Return%20Reasons.png?width=670&height=324&name=Creating%20and%20Editing%20Return%20Reasons.png) 3. Enable the *Display reason* toggle so customers can see this reason in the return portal. 4. Edit the reason’s display name. 5. Set a return reason category. 6. 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. ![Creating and Editing Return Reasons 2](https://support.returngo.ai/hs-fs/hubfs/Creating%20and%20Editing%20Return%20Reasons%202.png?width=670&height=227&name=Creating%20and%20Editing%20Return%20Reasons%202.png) 7\. Toggle *Display question* so customers will see the question on the return portal. 8\. Toggle the *Mandatory question* to require customers to answer this question. 9\. Edit the internal name. 10\. Choose an answer type. Answers can fall under one of these types: - Free text - Media request - Multiple choice - Numerical stepper - Yes/no 11.  Enter/edit the question in the field provided. 12\. Enter the instructions for this follow-up question. 13\. Configure additional settings for the answer type chosen, e.g., media type for media request, choices for the multiple choice question, etc. 14\. Click on the *save* icon to save your changes.  ![3-1](https://support.returngo.ai/hs-fs/hubfs/3-1.png?width=670&height=335&name=3-1.png) ### 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. ![](https://support.returngo.ai/hs-fs/hubfs/Return%20Reasons1-png-1.png?width=670&height=406&name=Return%20Reasons1-png-1.png) ### 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 on the RMA page. You can [**review and process return requests**](https://support.returngo.ai/managing-return-requests-new?hsLang=en)by going to the [**Manage Returns**](https://app.returngo.ai/dashboard/returns) page. The return reason selected by the customer, along with the request details, is listed to the right of each item that is being returned. ![Updated Return Reasons 1](https://support.returngo.ai/hs-fs/hubfs/Updated%20Return%20Reasons%201.png?width=670&height=154&name=Updated%20Return%20Reasons%201.png) ### 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**](https://support.returngo.ai/return-analytics?hsLang=en) in [**Analytics \> Returns**](https://app.returngo.ai/dashboard/analytics/returns)**.** Under the *Requested* tab, you can see the distribution of return reasons your customers selected, along with a breakdown by product. ![](https://support.returngo.ai/hs-fs/hubfs/Return%20Reasons6-png.png?width=670&height=307&name=Return%20Reasons6-png.png) #### Raw RMA Data If you want to perform custom analytics, you can export a comprehensive report of your RMA data from the [**Manage Returns**](https://app.returngo.ai/dashboard/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.**](https://support.returngo.ai/returngo-api-overview?hsLang=en) ### 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. #### Why are all items showing as not eligible in my return portal, even though my policy is set up correctly? If all items in an order appear as not eligible in the return portal, even though your policy is configured correctly and the order is still within the eligibility window, check whether at least one return reason is available to customers. If no return reasons are available to customers, the portal will treat all items as ineligible. To resolve this, enable the *Display reason* toggle for at least one active return reason in [**Settings \> Return Reasons.**](https://app.returngo.ai/dashboard/settings/return-reasons) #### 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**](https://app.returngo.ai/dashboard/settings/return-reasons)and drag the return reason or follow-up question to your preferred position. #### Do return reasons appear on the order notes in Shopify? Return reasons are included in the order’s notes once the item has been restocked from ReturnGO, provided that your [**Restock by**](https://support.returngo.ai/restocking?hsLang=en) setting is set to *Refund $0 and restock.* #### 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. #### What kind of image files can be uploaded? Customers can upload the following image file types in the portal: - JPG - JPEG - PNG - HEIF Each file must not exceed 140MB. #### Can I have customers upload videos too? Yes, you can upload videos if you add the [**Video Upload add-on**](https://support.returngo.ai/video-upload?hsLang=en) 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**](https://app.returngo.ai/dashboard/accounts). 2. In the *Manage Add-ons* section, enable/disable the add-on you want. 3. Click **UPDATE BILLING**. 4. In the *Add-ons Summary* dialog box, review the new monthly billing, then click **APPROVE BILLING.** You will be redirected to Shopify. 5. 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