Blocking Returns by Order Tag With Exemption Reasons

Use this settings group to stop orders that carry certain tags (for example, tags you apply to sale-period orders) from being returned on your Returns Portal, and to optionally let customers through when they pick specific return reasons.

Where to find it

Go to Returns Portal > Rules > Order Tags-Based Return Rules.

Prerequisites

Most fields in this group only become active once order-tag blocking is turned on. The second-language banner fields additionally require the advanced plan and the second portal language to be active.

Set it up

1. Turn on On the portal, prevent orders containing blocked tags from being returned (default off). Enabling it reveals the tag input, the exemption option, and the warning-banner fields.
2. In Non-returnable order tags (default empty), type a tag and use Add order tag to add it. Tags appear as removable chips. Tags are case sensitive (New_Tag is not the same as new_tag), commas without spaces let you add several at once, and each tag is limited to 40 characters. The input and button are only active while blocking is on.
3. (Optional) Check Skip the return block for the reasons selected below (default off) to still allow returns of otherwise-blocked orders when the customer chooses an exempted reason. This checkbox is disabled until order-tag blocking is on.
4. If you enabled step 3, open Select reasons (order exemptions) (default none selected) and pick the return reasons that should bypass the block. Selected reasons appear as removable tags, and the picker shows "All Reasons Selected" when every reason is chosen. This selector is disabled unless the skip option is enabled.
5. Customize the warning banner customers see when their order is blocked:
   • Returns Portal warning banner heading — default "This order cannot be returned".
   • Returns Portal warning banner text — default "This order was made during a sale period, so the items cannot be returned.".
   • Returns Portal Warning Banner Exempted Reasons Text — default "You can only return these items if it is for one of the following reasons: ". This message tells customers which reasons still allow a return.
6. On the advanced plan with the second portal language active, set the matching second-language values: Returns Portal warning banner heading (default "(Translate) This order cannot be returned"), Returns Portal warning banner text (default "(Translate) This order was made during a sale period, so the items cannot be returned."), and Returns Portal Warning Banner Exempted Reasons Text (default "(Translate) You can only return these items if it is for one of the following reasons: ").

How these settings work together

Turning on On the portal, prevent orders containing blocked tags from being returned enables the Skip the return block for the reasons selected below option. While blocking is off, the skip checkbox stays disabled, and the reasons selector below it stays disabled until the skip option is checked.

What changes when you turn this on

When blocking is enabled, orders carrying any of the blocked tags can no longer be returned on the portal, and customers see the warning banner built from the heading and body text you set. Tags you add are saved to the order-tags-to-block list, and each exempted reason you pick is stored by its index in the exempted reasons list; removing a reason tag filters that index back out. When the skip option is active, an order with a blocked tag can still be returned if the customer selects one of your exempted reasons, and the exempted-reasons message explains which reasons qualify.

Plan requirements

The second-language banner fields (heading, body, and exempted reasons text) require the advanced plan and apply only when the second portal language is enabled. All other settings in this group have no plan gate listed.