Return reasons and follow-up questions

Open Settings → Return reasons. ZenReturn starts you with five reasons: Changed my mind, Doesn't fit, Defective or damaged, Wrong item received and Other. Customers choose a reason for each item they return.

Manage reasons

Adding, editing and deleting reasons needs the Standard plan or higher. On every plan, you can switch reasons on or off and use the five starting reasons.

1. To add a reason, type a Display name, choose a Category (Customer, Quality, Delivery, Warehouse, Catalog or Other) and select Add reason.
2. Use the switch next to a reason to show it in the portal or hide it.
3. Select the name of a reason to change its category or description. You can also rename a reason that you added. The five starting reasons cannot be renamed.
4. Select Delete to remove a reason that you added. The five starting reasons are marked (system) and cannot be deleted, but you can switch them off.

Rule conditions can use the reason or its category, for example to auto-approve items returned as defective. Conditions need the Pro plan or higher.

Follow-up questions

Follow-up questions need the Standard plan or higher.

1. Select the name of a reason, then select Add question under Follow-Up Questions.
2. Enter the Question Text and, if you want, Instruction text.
3. Choose an Answer type: Free text, Yes / No or Multiple choice. For Multiple choice, enter at least two options.
4. Select Mandatory if the customer must answer the question.
5. Select Add question.

The portal asks the questions when a customer picks that reason. The answers show on the return in the dashboard.