Skip to main content
Reasons for Product Return & Exchange
Wonder Women avatar
Written by Wonder Women
Updated over a week ago

Return Prime empowers you to efficiently handle returns by offering a range of customization options for return reasons. This article will guide you through the various facets of managing return reasons in the Return Prime app. Here, you can not only understand the reasons for product returns but also learn how to create custom reasons that align with your business needs.

Understanding Return Reasons

When customers initiate a return using Return Prime, they are required to select a specific reason for their return. These reasons are crucial for understanding why products are being returned, and they provide valuable insights to improve your products and services. Here are some common return reasons customers may choose:

  1. Defective or Damaged Product: Customers select this reason when they receive a product that is damaged or not working correctly.

  2. Wrong Product Sent: If customers receive a different product from what they ordered, they can choose this reason.

  3. Product Doesn't Match Description: This reason is used when the product received doesn't match the description on your website in terms of features, specifications, or appearance.

  4. Wrong Size or Color: Customers may return a product if it's the wrong size or colour.

  5. Changed Mind: Some customers may change their minds about a purchase and wish to return the product.

  6. Late Delivery: If a product is delivered after the promised date, customers may select this reason.

  7. Other: For reasons not covered by the above categories, customers can select 'Other' and provide additional details.

Creating Custom Return Reasons

Return Prime enables you to add custom return reasons tailored to your business requirements. To create custom return reasons, follow these simple steps within the Return Prime app:

  1. Access Settings: Open the Return Prime app and navigate to the 'Settings' section.

  2. Select Reasons: Within the 'Settings' menu, locate the 'Reasons' option and click on it.

  3. Add a New Reason: To add a new custom reason, select the 'Add New Reason' button.

  4. Naming the Reason: Provide a descriptive name for the custom return reason, making it clear and easy to understand.

  5. Save the Reason: After naming the reason, click the 'Save' or 'Submit' button to add the new reason to your list of selectable options.

Custom return reasons can be designed to precisely match your business's product categories and customer expectations, improving both your operational efficiency and customer satisfaction.

Configuring Refund Modes and Return Methods

In addition to defining return reasons, you can also configure the following settings:

  • Refund Modes for Prepaid/Online Paid Orders: Choose how you want to refund customers for prepaid or online paid orders. Options include Store credit (via Discount code/Gift card), Bank transfer, Original payment mode, and Others.

  • Refund Modes for Manually Paid Orders: Define available refund modes for manually paid orders, such as Bank Transfer, Cheque Payment, COD, etc. Options include Store credit (via Discount code/Gift card), Bank transfer, and Others (where you can capture additional payment information from customers).

  • Return Methods: Select the return methods you want to offer customers, including sending a return label, allowing customers to ship back the product themselves, or returning the product at a store. Note that Indian merchants often don't need to select these options, as logistics providers in India typically perform pickups.

Additional Settings

You can also configure additional settings for your return reasons, including:

  • Requiring a Photograph: Decide whether customers need to provide a photograph as part of their return request.

  • Requiring a Note: Specify whether customers should include a note explaining the reason for their return.

  • Region Specific: At the top, you can select the specific region within a country where you want this reason to be available. This allows you to customize return reasons for specific areas.

  • Applicability: Choose whether this reason should be applicable to returns, exchanges, or both, based on your business needs.

By customizing these settings, you can create a tailored return experience for your customers, ensuring that return reasons, refund modes, return methods, and additional requirements are aligned with your business operations and regional requirements. This flexibility ensures efficient return management while enhancing customer satisfaction.

Did this answer your question?