Return Reasons & Policies

Return reasons help you understand why customers are returning products and can determine whether a return qualifies for free shipping, requires photos, or needs approval. This guide covers setting up and managing return reasons.

Understanding Return Reasons

Return reasons serve multiple purposes:

• Customer communication - Displayed in the return portal
• Routing logic - Determine who pays for shipping
• Analytics - Track trends and identify product issues
• Approval workflows - Trigger specific review processes

Default Return Reasons

ReturnMate comes with common return reasons pre-configured:

Configuring Return Reasons

Adding a New Reason

1. Go to Settings → Return Reasons
2. Click Add Reason
3. Complete the configuration form:

Editing Existing Reasons

1. Go to Settings → Return Reasons
2. Click on the reason to edit
3. Make your changes
4. Click Save

Disabling Reasons

To hide a reason from customers without deleting it:

1. Open the reason settings
2. Toggle Active to off
3. Save changes

The reason will no longer appear in the return portal but historical data is preserved.

Eligibility Rules

Control when each reason can be selected based on conditions:

Time-Based Rules

Reason: Changed my mind
Condition: Order delivered within last 30 days
Action: Allow reason

Product-Based Rules

Reason: Warranty claim
Condition: Product has warranty_eligible tag
Action: Allow reason

Value-Based Rules

Reason: Free returns
Condition: Order value > $100
Action: Allow free shipping

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Return Reason Eligibility Rules

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Photo and Documentation Requirements

For certain return reasons, you may want to require photo evidence:

Enabling Photo Upload

1. Edit the return reason
2. Check Require Photo
3. Set minimum number of photos (1-5)
4. Add photo guidelines (displayed to customer)

Photo Guidelines Example

"Please provide clear photos showing:

1. The complete item
2. Any damage or defects
3. Product labels/tags
4. Original packaging"

Approval Workflows

Some return reasons may require manual review before processing:

Auto-Approve

Configure reasons to be automatically approved:

• Changed my mind (within policy window)
• Size exchange requests
• Repeat customers

Require Approval

Configure reasons that need review:

• High-value items
• Damaged in transit claims
• Warranty claims
• Suspicious patterns

See Approvals, Labels & Tracking for approval workflow details.

Return Reason Analytics

Track return reasons to identify trends:

1. Go to Reports → Return Analytics
2. View breakdown by reason
3. Filter by:
   • Date range
   • Product category
   • Customer segment

Common insights:

• High "doesn't fit" rates → Size guide issues
• Frequent damage claims → Packaging problems
• Wrong item complaints → Picking process errors

Reason Groups

Organise related reasons into groups for cleaner presentation:

Exchange Group:

• Size too small
• Size too large
• Wrong colour ordered

Refund Group:

• Changed my mind
• Found better price
• No longer needed

Problem Group:

• Wrong item received
• Damaged in transit
• Defective product

Best Practices

• Keep reason labels clear and customer-friendly
• Limit to 8-12 reasons to avoid overwhelming customers
• Require photos for damage/defect claims
• Match free shipping to your published policy
• Review analytics monthly to spot trends

Related Articles

• Returns Workflow
• Return Exceptions
• SLA & Timelines