How to setup Return reasons?

Modified on Mon, 10 Mar at 9:10 AM

Introduction

Understanding why customers return or exchange products is crucial for improving business operations and customer satisfaction. Return reasons provide valuable insights into product quality, sizing issues, customer expectations, and potential areas of improvement.

EcoReturns also provides you data driven insights about Top return reasons, Top exchange reasons and what are the reasons for most returned and most exchanged products.

By analyzing return trends, brands can identify recurring issues—whether it’s inaccurate product descriptions, defective items, or mismatched expectations. This data helps in refining product offerings, optimizing inventory management, and reducing future return rates.

Configuring return reasons

Follow the steps below to 'Add return reason' in just a few clicks:

1. Login to your EcoReturns dashboard.

2. After logging in, select ‘Return Reasons’ from the left-side of the menu under 'Settings'

3. Click on Add New

4. You can either add a common reason or create a new reason

5. Enter the name of the reason. This will be visible to the customer on the return portal

6. You can restrict whether to allow an item for return or exchange based on the return reason selected

7. Next, you can configure whether to collect a single picture/video or multiple or none based on configuration. For reasons where you need picture to process a request enable picture collection. You can also keep it optional which provides the option to skip for shoppers

8. Under Advanced settings you have more settings to configure which are entirely optional.

9. You can configure sub-reasons which ask the customer to select the sub-reason to help you gain insights into the issue with the product

11. Configure reverse shipment fee: As there might be cases where you want to skip collecting reverse shipment fee (If item is damaged or defective), EcoReturns help you to skip collecting reverse shipment fee for those return reasons. If the setting is turned off, reverse shipment fee is collected as per settings in reverse shipment fee page

12. Applicable products or customers: In case you want the return reason to be displayed based on product or the customer then you can configure it with the help of tags associated with product and customer

13. Days since order/delivery date: In case you need to display different return reasons based on the number of days since order or delivery date, then EcoReturns provides you the capability to do that

14. After you are done, click on Save reason for the reason to be added to your reason list.