Return Reasons let you define the possible reasons customers can choose when submitting a return – helping you understand patterns and improve your product or service.
You can add as many or as few reasons as you like – and you decide the wording.
🌍 Global setting
Return Reasons are global and apply across all languages and markets.
You manage a single list of reasons, but each reason can be translated per language.
🧾 Common examples
You can name your reasons freely. Here are some examples:
Item too large
Item too small
Don’t like the color
Item didn’t match description
Other
You can also add reasons like “Changed my mind” or “Received as gift”.
🆕 📝 Require note for specific return reasons
You can now choose to require the customer to write a note when selecting a specific return reason.
This is especially useful for:
The reason "Other"
Issues that need clarification
Product-specific deviations
How to enable:
Click the three dots (
...) next to the return reasonSelect “Show Note Field”
A note icon will appear next to the reason – the customer will now be prompted to enter a comment when selecting it
➕ How to add reasons
Go to Settings → Returns → Return Reasons
Click “Add reason”
Enter your reason text and press Enter
Drag to reorder the list
Click the three dots (…) to edit or delete
🌐 How to translate reasons
Want your customers to see reasons in their own language?
Here’s how:
Go to Settings → Languages
Click “Localize” next to the desired language
Search for “returnreason”
Translate each reason in the list
Your customers will see the translated version, while you manage one master list.
❓ FAQ
Can I set different reasons per Market?
No – Return Reasons are global.
Can I reorder the list?
Yes – simply drag and drop.
How do I support multiple languages?
Use the Languages → Localize section to translate your list.
🙋 Need help?
Want help structuring your return reasons or translations?
💬 Chat with us – we’re happy to assist.