Setting Up Custom Return Reasons

Overview

This article explains how to configure and manage Return Reasons in LateShipment.com, enabling you to create, organize, and customize return reasons for a more efficient return workflow and enhanced customer satisfaction.

Access Return Reasons

To get started, go to your LateShipment.com dashboard and navigate to:

Returns Management → Returns Rules → Reasons

This is where you can view, add, or manage all return reasons visible to your customers.

1. Create Primary Return Reasons

Primary reasons are the main reasons visible to customers during the return process (e.g., Size Issue, Wrong Product, Defective Item).

To create a primary reason:

• Click Add New Reason.

• Enter your reason in the text box and click  Save.

• Add as many primary reasons as you need to align with your brand.

These appear in the order they’re added—so prioritize the most common issues.

2. Adding Child Reasons

To give customers more specific options, you can add child reasons under any primary reason. For example, under Size Issue, you might want to offer choices like Too Small or Too Loose.

To add sub-reasons:

• Scroll to the Optional reason-specific settings section.
  
  

• Use the dropdown to select the Parent Reason and then Click “Add Child Reason”.
  
  

• Type your sub-reason (e.g., Tight Fit, Too loose), and click Save.
  
  

• Enter one or more child reasons relevant to that parent reason.
  
  
  
  
  

Child reasons allow you to better understand patterns and improve product development or sizing guidance.

3. Advanced Settings for Return Reasons

Advanced settings allow you to customize the return process based on the selected 

primary reason. These settings apply only to primary reasons and help you manage 

returns more effectively.

To access them, go to the Optional Reason-Specific Settings section and select 

 Primary Reason from the dropdown. 

You’ll see the following options:

• Cost of Return - Decide whether the return label is free or chargeable, depending on the reason’s validity.
  Available Options: Free | Chargeable
  
  

• Image Upload - Require customers to upload a photo to verify their return claim (e.g., damaged or incorrect items).
  Available Options: Mandatory | Not Mandatory
  
  

• Additional Information - Request a brief explanation from customers to provide context, especially helpful for manual reviews.
  Available Options: Disabled | Optional | Mandatory
  
  

• Label Generation - Choose whether the return label is generated automatically or only after manual approval.
  Available Options: Enable

3. Click Save to apply your settings.

Get support

If you need more help in setting up return rules, please contact us:

• Contact support@lateshipment.com

• Or visit the LateShipment.com Help Center for additional guides.
  
  

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