Custom Return Forms

Custom return forms allow you to collect specific information from customers during the return process. This data helps streamline processing and provides insights into return patterns.

Form Builder Overview

Access the form builder at Settings → Return Portal → Custom Forms.

The form builder allows you to:

• Add custom questions and fields
• Set conditional logic (show/hide based on answers)
• Require or make fields optional
• Map answers to internal fields
• Style forms to match your brand

Field Types

Text Fields

Selection Fields

Special Fields

Creating a Custom Form

Step 1: Start New Form

1. Go to Settings → Return Portal → Custom Forms
2. Click Create Form
3. Name your form (e.g., "Warranty Claim Form")
4. Set when it appears (all returns, specific reasons, etc.)

Step 2: Add Fields

Drag fields from the palette or click to add:

Form: Warranty Claim Details

1. [Date Picker] When did you purchase this item?
   - Required: Yes

2. [File Upload] Upload proof of purchase
   - Required: Yes
   - Accepted: PDF, JPG, PNG

3. [Long Text] Describe the defect or issue
   - Required: Yes
   - Min characters: 50

4. [Dropdown] How was this discovered?
   - Options: During first use, After normal use,
             After specific incident, Other
   - Required: Yes

5. [File Upload] Upload photos of the defect
   - Required: No
   - Max files: 5

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Form Builder Interface

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Step 3: Configure Field Settings

For each field, configure:

Step 4: Add Conditional Logic

Show fields only when relevant:

If "Return Reason" = "Damaged in Transit"
  Show: "Upload photos of packaging damage"
  Show: "Was the carrier notified?"

If "Return Reason" = "Wrong Item Received"
  Show: "What item did you receive instead?"
  Show: "Upload photo of wrong item"

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Conditional Logic Builder

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Form Triggers

Control when custom forms appear:

By Return Reason

Warranty Claim Form → Shows when reason = "Warranty"
Damage Report Form → Shows when reason = "Damaged"
Exchange Preference Form → Shows when type = "Exchange"

By Product Type

Electronics Return Form → Shows for category "Electronics"
Apparel Size Form → Shows for category "Clothing"

By Customer Type

Business Account Form → Shows when customer tag = "B2B"
VIP Feedback Form → Shows when customer tag = "VIP"

Photo and File Uploads

Configuration Options

File Upload Field: "Photos of Damage"

Accepted formats: JPG, PNG, HEIC, PDF
Max file size: 10MB per file
Max files: 5
Required: Yes (at least 1)

Best Practices for Photo Requests

Data Mapping

Map form responses to internal fields:

Form Templates

Warranty Claim Template

Warranty Claim Information

1. Purchase Date [Date] - Required
2. Proof of Purchase [File Upload] - Required
3. Serial Number [Short Text] - Required
4. Issue Description [Long Text] - Required
5. When did this occur? [Dropdown] - Required
   - Within first week
   - Within first month
   - Within first 6 months
   - After 6 months
6. Photos of Issue [File Upload] - Required
7. Previous repair attempts? [Yes/No]
   If Yes → Describe repairs [Long Text]

Exchange Preference Template

Exchange Details

1. Exchange for same item? [Yes/No]
   If No → Preferred alternative [Text]
2. Size preference [Dropdown]
3. Colour preference [Dropdown]
4. Accept similar item if unavailable? [Yes/No]
5. Additional notes [Long Text] - Optional

Damage Report Template

Damage Information

1. Where was damage discovered? [Radio]
   - Upon delivery
   - After opening
   - During use
2. Was packaging damaged? [Yes/No]
   If Yes → Packaging photos [File Upload]
3. Product damage photos [File Upload] - Required
4. Damage description [Long Text] - Required
5. Carrier notified? [Yes/No]
6. Original packaging available? [Yes/No]

Viewing Form Responses

Form responses appear in:

1. RMA Detail Page - Full responses in notes section
2. Export Reports - Include form data in CSV exports
3. API/Webhooks - Form data in payload

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Form Responses in RMA

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Form Analytics

Track form performance:

Styling Forms

Customise form appearance:

Form Styling Options:

- Background colour
- Border style and colour
- Field border radius
- Button colours
- Font family (inherits from portal)
- Field spacing

Multi-Language Forms

For international stores:

1. Create form in primary language
2. Click Add Translation
3. Select language
4. Translate all labels and help text
5. Save translations

Form automatically displays in customer's language.

Best Practices

• Keep forms concise - only ask what you need
• Use conditional logic to hide irrelevant questions
• Provide clear help text and examples
• Make photo uploads easy with mobile-friendly options
• Test forms on mobile devices
• Review completion analytics regularly

Related Articles

• Return Portal Customisation
• Return Rules Configuration
• Workflow Automations