Configuring Return Reasons in the Customer Options

Return Reasons lets you control the list of reasons a customer picks when starting a return, and for each reason whether they can (or must) add a written note or upload an image. Use it to standardize the information your team collects on every return request.

Where to find it

Go to Returns Portal > Customer Options > Return Reasons.

Set it up

Open the Return Reasons section. Each reason is shown as its own item that you can edit.

1. The first three reasons are always visible. To edit the rest of the list, click Show More (and Show Less to collapse it again).
2. For each reason, review its label. By default the list contains: Color, Damaged or defective, Item was not as described, Size was too large, Size was too small, Style, Unknown, I changed my mind, Received the wrong item, and Other (please tell us in the note).
3. For each reason, set Provide Description to one of:
   • Disabled — the note field is not shown.
   • Optional — the note field is shown but not required.
   • Required — the customer must write a note to submit.
4. For each reason, set Provide Image to one of:
   • Disabled — no image upload is shown.
   • Optional — image upload is shown but not required.
   • Required — the customer must upload an image to submit.

By default, every reason is shown to customers, with image upload enabled but not required, and the note enabled but not required.

What changes when you turn this on

Your edited list of return reasons is saved to the shop's returns portal settings. From then on, the customer-facing portal renders exactly the reasons you left visible, and for each selected reason it applies your Provide Description and Provide Image choices — showing the note and image fields, and blocking submission when you marked either as Required. Reasons you disable no longer appear as choices, and the note or image field is hidden for any reason where you set that option to Disabled.