Return reasons
Customers pick a reason for each item they return. Reasons tell you why things come back. They can also ask the customer for a comment or photo proof.
Open Settings → Return reasons. The screen has two parts: Reasons by product (reason groups) and All reasons (your reason library).
All reasons
This is your full list of reasons. Icons next to a name show that the reason accepts a comment (chat icon) or proof (image icon).
Falcon starts you with these reasons:
| Reason | Comment | Proof |
|---|---|---|
| Size too small | Off | Off |
| Size too large | Off | Off |
| Changed my mind | Off | Off |
| Not as described | Optional | Optional |
| Arrived damaged | Optional | Required |
| Received the wrong item | Optional | Optional |
| Other | Required | Off |
Each one starts with the note "This helps us better understand your return request."
Keep at least one reason
If the list is empty you'll see a reminder. Customers must pick a reason for every item, so add at least one before you share your return page.
Add or edit a reason
- Click Add reason, or click a reason's name. You can also use the … menu and choose Edit.
- Fill in the fields below.
- Click Save in the save bar.
| Setting | What it does | Default for a new reason |
|---|---|---|
| Reason name | What customers see in the list. Up to 100 characters. | Empty |
| Reason note (HTML is available) | Shown below the selected reason. Leave blank to hide. Up to 2000 characters. | "This helps us better understand your return request." |
| Customer comment | Allow customers to add a text comment. | On |
| Make comment required | Shown when Customer comment is on. The customer must write a comment. | Off |
| Proof | Allow customers to upload photos or videos as proof. | Off |
| Make proof required | Shown when Proof is on. The customer must upload at least one file. | Off |
Click Preview at the top to see how the reason looks on the return page. Optional fields show "(optional)".
When proof is required and the customer uploads nothing, they see Photo proof is required for "<reason name>" and can't submit.
A new reason is added to the default reason group automatically.
Delete a reason
Open the … menu next to the reason and choose Delete, then confirm. The reason is also removed from every reason group. Returns that already used it keep it.
Reasons by product
Reason groups let you show different reasons for different products. For example, apparel could get size reasons while electronics get "Doesn't turn on".
The default reason group
The Default reason group applies to all products that don't match any specific reason group. You can't delete it. Click Edit to choose which reasons it shows and in what order.
Add a reason group
- Click Add reason group.
- Enter a Reason group name, for example "Apparel". It's only visible to you. Up to 50 characters.
- Under Applicable products, set a rule: Product [field] is [value]. The fields are Product type, Product vendor, Product tag and Collection ID.
- Click Add rule for more rules. The group applies to products that match any rule.
- Under Reasons, click Manage reasons, tick the reasons for this group, and click Done.
- Click Save.
| Setting | What it does | Required |
|---|---|---|
| Reason group name | Your label for the group. | Yes |
| Applicable products | Rules for which products use this group. Matching ignores upper and lower case. | At least one |
| Reasons | The reasons customers see for these products. | At least one |
Order the reasons
In a group's Reasons list, use the up and down arrows to move a reason. Customers see the reasons in this order on the return page.
When a product matches more than one group
Each product uses the first group whose rules it matches. Products that match no group use the default group.
To delete a group, click the delete icon on its row and confirm.