Return Reason Sets

What are Return Reason Sets?

Return Reason Sets let you show different return reasons depending on what a customer is returning. Shoes can offer reasons about fit and comfort, clothing can focus on size and style, and jewelry can cover things like damage or not matching the photos.

You still keep one list of return reasons. Each set simply picks which of those reasons to show, and ReturnZap automatically shows the right set for every item in the return.

Return Reason Sets are available on plans that include custom rules.

How it works

Each set has conditions, like a product type, vendor, tag or collection, an order detail such as a discount code, or a customer detail such as their country. When a customer starts a return, ReturnZap checks each item against your sets from top to bottom:

1. The item is matched to the first set whose conditions it meets.
2. The customer sees only the reasons in that set, in the order you chose.
3. If no set matches, the item uses your Default set.

Because this happens per item, one return can show different reasons for different products. A customer returning a pair of shoes and a jacket might see fit-related reasons for the shoes and style-related reasons for the jacket.

If a set has no reasons in it, matching items skip the reason step entirely and the customer continues without picking one.

Reasons marked Admin only aren't affected by sets and still appear when your team creates a return from ReturnZap.

How to set up Return Reason Sets

Turn it on

1. In ReturnZap, go to Settings > Return reasons.
2. Turn on Different reasons for specific products.

ReturnZap creates a Default set with all of your reasons, so nothing changes for customers until you add your own sets.

Create a set

1. Under Reason sets, click Add.
2. Give the set a name, like "Footwear" or "Jewelry." Only your team sees this name.
3. Under Conditions, choose when the set should be used, such as Product type is Shoes.
4. Under Reasons in this set, add the reasons you want to show and drag them into order.
5. Save your changes.

Set the priority

If an item could match more than one set, the higher set wins. Drag your sets to put the most specific ones at the top. The Default set always stays at the bottom.

Preview the result

Under Preview reasons for an item, search for one of your orders by order number, email or customer name. ReturnZap shows which set each item matches and the reasons the customer will see. Save your changes first, since the preview uses your saved settings.

FAQ

What does "Not shown to customers" mean next to a reason?

That reason isn't in any set, so no customer will see it. Add it to a set to show it again. Each reason also shows how many sets include it, for example "In 2 of 3 sets."

Do I need to recreate my reasons for each set?

No. You keep one list of reasons and pick from it for each set. Editing a reason updates it everywhere.

Do follow-up questions still work?

Yes. A follow-up question tied to a reason appears whenever the customer picks that reason, whichever set it came from.

What happens if I turn it off?

Every customer sees your full list of reasons again. Your custom sets are saved and come back if you turn the feature on later. The Default set starts over with the full list.