---
title: "Return Reasons"
url: "https://support.acendy.com/en/article/new-article-48712ad9-8741-4b62-93b3-6a62df91875d"
language: "en"
last_updated: "2026-09-08T13:17:33.001Z"
---

# Return Reasons

## Return Reasons

Return reasons are what the customer chooses from when reporting a return — "Wrong size", "Item was damaged", "Regret purchase". You use the same reasons when registering a return manually, and these are what reports group by when you want to know why items are returned.

You can find them under **Orders › Returns › Return Reasons**

-   \* \*

## Add a reason

**1.** Click **Add reason**

**2.** Enter the title. If the store has multiple languages, you get one field per language.

**3.** Click save.

The title in the primary language is mandatory. You can fill in the other languages later — the reason works regardless, the customer only sees the primary language until the translation is in place.

At least one active reason must exist before customers can report a return. If you only have hidden reasons, the customer has nothing to choose from, and the item in the setup checklist remains open.

-   \* \*

## Edit, hide, and delete

Click on a row to edit it.

| Action | What happens |
| --- | --- |
| **Active** of | The reason is marked **Hidden** and is no longer shown to customers. Existing returns retain it |
| **Delete** | The reason is removed for all languages. Returns already using it will remain |
| **Search** | Filters the list by title. Useful when the list has grown |

Hiding is almost always better than deleting. A hidden reason disappears from the customer's choices immediately but remains as a readable name in reports. If you delete it, returns still count — they just end up in the catch-all category **No reason specified**

-   \* \*

## The order the customer sees

Drag the rows using the handle on the left to change the order. This order is exactly what the customer will see in their dropdown list.

It's worth a couple of minutes. If you place the most common reasons at the top, the customer will make the correct choice more often — and then your reports will actually be reliable.

-   \* \*

## What the rows tell you

Each row shows two things besides the title:

-   **Number of returns this year** for that reason. A quick overview of what is actually used.

-   **How many languages the reason is translated into.** If you sell to multiple countries, you immediately see which ones are missing.

A reason with zero returns throughout the year is usually either unclearly formulated or redundant.

-   \* \*

## Tips

-   Keep the list short. Fifteen reasons provide worse data than six, because the customer chooses the first one that is close enough.

-   Distinguish between reasons you can do something about. «Wrong size» points to the size guide, «Damaged in transit» to the packaging — «Other» points nowhere.

-   The customer can write a comment in addition to the reason. The comment follows the return and is often where the actual explanation is found.