Capture and analyse the reasons behind product returns in a way that fits your store’s unique needs. The Return Reasons Feature makes it possible to create custom return reasons and sub reasons to track the reason behind your customers' returns.
This article is for users of Returns V1. For the Returns V2 version, click here.
Key Functionalities
Let’s dive into the functionalities.
1. Group Return Reasons by Product Type
The ability to group return reasons by product type. For instance, you could create a group called T-shirts and assign specific return reasons relevant only to T-shirts, such as "Too tight in the neck" or "Too big in the chest.” This allows you to provide a more customised experience for your customers, making it easier for them to return items and giving you more relevant data.
2. Randomised Return Reasons
To prevent customers from always selecting the top option out of convenience, you can randomise the order of return reasons. This helps ensure that you’re getting a true reflection of why items are being returned rather than always seeing the same top reason.
3. Improved Analytics
By diving deeper into the return data, you can now gain a better understanding of trends and issues, helping you make more informed business decisions.
4. Streamlined UI
The user interface has been carefully redesigned to be highly intuitive and user-friendly. Every aspect of the layout has been crafted to improve your overall experience, making it easy to navigate and use, while maintaining all the essential functions.
How It Works in Practice
Let’s say you sell clothing. When a customer returns jeans, they’ll be presented with specific return reasons you’ve customised for that product type, such as:
Too wide on the waist
Too tight on the legs
Too long
These tailored options will appear for jeans and not T-shirts, ensuring a relevant customer experience. Similarly, if you sell shoes, your return reasons might include options like "Too Tight" or "Too Loose," providing the most relevant feedback for that product.
How to Enable the New Features
If you’re ready to start using these new return reason features, simply contact your account manager. We’ll help you enable the new settings and guide you through the setup process to ensure everything is tailored to your needs.
Once enabled, you’ll be able to:
Configure Parent and Child reasons for each product category.
Group reasons by product type (e.g., T-shirts, shoes).
Randomize return reasons to get more accurate data.
Using the New Return Reasons
These are step-by-step instructions on managing return reasons in the Swap Dashboard. To effectively manage the return reasons, you can create as many reasons as necessary in “Manage reasons library”. You can then group them using the “Create new group” button or add them to an existing group by clicking the group to edit.
Navigating to the Return Reasons Settings
To find the return reasons, follow these steps:
1. Open the Returns drop-down menu.
2. Click "Settings."
3. Open the "Reasons" tab.
Creating Return Reasons and Sub Reasons
To create or edit return reasons, visit the “Manage reasons library.”
1. To edit the available Return Reasons, click "Manage reasons library."
2. Click "Create new parent reason."
3. Name the reason.
4. For example: Item doesn't fit.
5. You can specify which return type this applies to: Returns or Exchanges.
6. You can enable or disable settings to tailor the return reason to your needs.
7. Click "Save."
8. Click here to unfold the new reason.
9. Click here to add sub reasons.
10. Name the sub reason.
11. For example: Too tight around the waist.
12. Click "Save."
13. Add more child reasons to fit your needs.
Creating Return Reason Groups
After creating reasons, it is time to group them and add them to the specific product types.
1. Click here to go back to the Return Reasons tab.
2. Click "Create new group" to group your reasons.
3. Name your group. For example: jeans.
4. Add product types here.
5. Select the product type. You can add multiple types to one group.
6. Enable this to randomise the order of return reasons for this group.
7. Click "Save."
