We would like to be able to see the reason our customers are returning items. Is there a way to add in a return reason code, or make the “notes” section mandatory?
Hello, @amymcfarland .
Sophia here from Shopify. Welcome to the Shopify Community!
When you return an item on an order, you’ll have the opportunity to select the return reason from a dropdown menu that looks like this:
While the return reason and order notes are both optional information fields, I would be happy to submit a feature request to our developers on your behalf to choose whether they’re optional or mandatory fields. Do you have multiple staff with access to adjust orders, or do you find that the return reason is otherwise missed often since it’s optional? If there’s any specific feedback you’d like to pass along to our developers about the workflow for your store, please feel free to share that here.
Hi Sophia,
When we return an item through the Shopify POS app, we do not have a dropdown. At the bottom of the screen, we see “Reason for Return” and have the option to “add note,” but this applies to the whole order and does not allow us to assign a reason to a specific item. Is there a way to program/set up that dropdown option you showed?
Ahh, I see. While there isn’t a setting that will enable the drop-down list of return reasons on POS at this time, I’ve submitted feedback about this to our developers. Thanks so much for bringing this to my attention!
Hi Sophia,
Related to line item return reason codes. Can you point us in the direction of where in the Shopify API this would be accessed? We’ve reviewed the API documentation which is very thorough, but could not locate any information related to line item return reason codes.
Thank you,
ABC
Hi, @adrianbriancruz !
While the API falls outside of our team’s scope of support, I believe the closest option for you right now is the discrepancy_reason mentioned here: Shopify developers: Refund. This line item allows you to enter restock, damage, customer, or other as the value.
I noticed that you also posted in this Shopify APIs & SDKs thread. When you spoke with our Support team, were you able to provide more information on how API access to the return reasons would help you out? I want to make sure that our developers are aware of your use case and any feedback you’d like to share.
Hello,
Is this reason for return option available in the POS? I would like my staff to enter the reason a customer is returning an item. Also, are we able to edit the reasons for return?
Hi, @courtneymunroe !
When processing a return on Shopify POS, there is an optional “Add reason for return” section below Refund amount. Tapping “Add reason for return” brings up a blank space where you can type in a custom reason. You will be able to edit the reason after saving it, but only before finalizing the return. Once the return is processed, the reason cannot be edited again. However, you can always add a note to the order.
In the admin, you may have the option to cancel the return and redo it if the saved reason wasn’t correct or needs to be updated. Otherwise, you can add a comment to the order’s Timeline if there’s additional information or a correction to be made. I hope that helps! Let me know if you have any questions.
Hi @Sophia I’m not sure if this issue was resolved or the option was created individually for this customer but I have sort of a similar issue. The dropdown menu offers a set of reasons for the return that I would like to change/add. We have a our own definitions for returns with codes that arise from what the warehouse processes and having to write them manually every time is tedious and not really efficient. Is there a way to modify or add new elements to the drop down menu?
Thanks!
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Hi, @Beregand !
There isn’t an option to customize the drop-down menu, though I’m happy to submit this feature request to our developers on your behalf. Can you tell me a bit more about the custom codes you want to add?
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Hi Sophia,
We basically have 5 reasons (01, 02…05 code) that we specify for our
apparel products, given the technical nature of them. At the moment we need
to input this manually and it’s a bit cumbersome.
Best regards,
A.
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Thanks, A!
I’ve submitted this feature request along with the details you’ve shared here.
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Hi Sophia,
This is also a requirement for us. Each business will have different internal reasons for reporting. So if this could be escilated in change requests we’d really appreciate it!
Thanks,
Nicole
Of course! I’m happy to submit a request on your behalf. Is there anything specific you’d like me to share with our developers in regards to how your business handles the return reason?
Hi Sophia,
Is there any update on this? Or let me know if any feature is added for adding new options to return the reason.
Hi, @shruti_diatoz .
I appreciate your interest in adding new options to the return reason.
We are not able to provide updates on feature requests. Any newly released features will be noted in the Shopify Changelog, so you can keep an eye on that page for updates.
All feedback and feature requests in this thread will be shared with our developers for consideration in future updates.