Return Reasons

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.

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.

You can go to the editor by going to Settings > 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.

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Enabling Return Reasons

You can enable or disable return reasons through the Return Reasons Editor. Only active return reasons are displayed in the return portal.

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To enable and disable return reasons:

  1. Go to Settings > Return Reasons.
  2. Choose the return reason.
  3. In the Return Reason dialog box, toggle the Display Reason setting ON/OFF.
  4. Click SAVE.
  5. Reload the return portal to see the results.

Customizing Return Reasons

You can customize many properties of each return reason such as the display name, translations, categorization, and follow-up questions.

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To customize a return reason:

  1. Go to Settings > Return Reasons.
  2. Choose the return reason.
  3. In the Return Reason dialog box:
    1. Edit the display name.
    2. Set a return reason category.
    3. Add or edit follow-up questions.
    4. Switch to a different language to edit translations.

4. Click SAVE.

5. Reload the return portal to see the results.

Customizing Follow-Up Questions

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.

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Each follow-up question can be configured to be mandatory or optional. Depending on your needs, you can add multiple follow-up questions for each return reason available in your return portal.

You can customize many properties of each follow-up question such as the displayed texts, translations, answer type, and more.

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To customize a follow-up question:

  1. Go to Settings > Return Reasons.
  2. Choose the return reason.
  3. In the Return Reason dialog box, either select an existing follow-up question or click ADD QUESTION.
  4. In the Follow-Up Question dialog box:
    1. Edit the internal name.
    2. Choose an answer type. Answers can fall under one of these types:
      1. Free text
      2. Image/media request
      3. Multiple choice
      4. Numerical stepper
      5. Yes/no
    1. Edit the question text and instructions text.
    2. Switch to a different language to edit translations. You will need to temporarily change the default language in Settings > Portal & Email Languages to translate follow-up question texts.
5. Click SAVE.
6. Reload the return portal to see the results.

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 posted to the right of each item being returned.

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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 > ReturnsUnder the Products tab, you can see a return reason distribution pie chart, along with more detailed reports about return reasons. 

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Raw RMA Data

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

Alternatively, you can fetch RMA details using API. You can check out the ReturnGO API documentation here: ReturnGO API > GET /rma/{rmaId}.

Return Reasons FAQ

What are default return reasons?

The default return reasons are default return reason placeholders you can use to create additional return reasons you will need.

How many return reasons can I add?

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

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 of the reasons in the return reason editor. Go to Settings > Return Reasons and drag the return reason or follow-up question to your preferred position.

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 Attach Video to RMA add-on to your subscription. This will give you 15GB of storage (approximately 1000 videos).

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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.