Customizing Request Page Validation Error Messages

This settings group lets you rewrite the validation messages that appear on the Return Request page when a customer's submission is incomplete or blocked by your rules. Use it to make each error clearer or match your brand voice, and to translate the messages into a second language.

Where to find it

Go to Returns Portal > Customize Portal > Request Page Validation Errors.

Prerequisites

The primary-language messages can be edited on any plan. Editing the second-language versions of these messages requires the Advanced plan, and applies once you switch to the second language in the Language Selector.

Set it up

Each message is a text field. Focusing a field also updates the live preview so you can see how it renders (the preview starts on the resolution-method error). To adjust the messages:

1. Resolution method not selected — shown when the customer submits without choosing a resolution method. Default: Please complete the Resolution Method.
2. Required image not added Text — shown when a return reason requires an image upload and none has been attached. Preview it with the Missing image option. Default: Must upload an image of your item to request a return
3. Required note not added Text — shown when a return reason requires a note and the customer leaves it empty. Preview it with the Missing note option. Default: Must write a reason note to request a return
4. Must select quantity for exchange selection Text — shown when the customer chooses an exchange but does not select a quantity for the exchange item(s). Preview it with the Exchange qty missing option. Default: Please select a quantity for the exchange item(s)
5. Non-returnable item selected Text — shown when the customer tries to return an item that is blocked by your return rules. Preview it with the Non-returnable item option. Default: Please remove the nonreturnable item(s) from your selection

To edit the second-language versions, select the second language in the Language Selector and enter the translated text in the same fields. The defaults for the second language are prefixed with (Translate) — for example, (Translate) Please complete the Resolution Method. — so you can see which strings still need translating.

What changes when you turn this on

Each field writes to your shop's returns portal settings. Primary-language edits persist to the customText error-and-success messages, and second-language edits persist to customTextTup (customTextTwo) when the second language is active. The value you save is the exact message rendered on the Return Request page when that validation condition is met, and the message shown in the preview when you pick the matching option in the Preview error selector. The Non-returnable item selected Text message ties in with the product/order rule blocking configured under the Rules tab — it is the text a customer sees when they select an item those rules block.

Plan requirements

The primary-language messages are available on any plan. Per-language editing of the second-language versions (Resolution method not selected, Required image not added Text, Required note not added Text, Must select quantity for exchange selection Text, and Non-returnable item selected Text) requires the Advanced plan.