All Collections
Past Years Changelogs
Secondary Return Reasons | 3.18.0
Secondary Return Reasons | 3.18.0

Learn more about Secondary return reasons and additional features from Release 3.18.0

Kaylie avatar
Written by Kaylie
Updated over a week ago

Secondary Return Reasons

Better returns data means you can make meaningful business changes to reduce your return rate.

Primary Return Reasons give you a broad overview of why a product is being returned; for example, shoppers are returning a specific pair of pants because it is "too big". Secondary Return Reasons allow you to go the next layer deep to understand what part of the pant is too big. Were the pant legs too long? Was the waist too loose?

After implementing our new Secondary Return Reasons, you'll be able to prevent returns by capturing specifics on what shoppers need to be educated on prior to purchasing.

How to Configure These Settings:

  1. Click the blue edit button next to the primary return reason where you’d like to add a secondary reason.

3. Click “Add Reason” at the bottom of the pop-up.

4. Enter the "Reason Code" and "Reason Description".

5. Click "Save"

How it will look when your shopper creates a return:

How it will look when you manually create a return:

How secondary return reasons fit into reporting:

In the RMA Items report, we've included two new columns for secondary return reasons "Secondary Reason", and "Secondary Code".

Reordering Primary Return Reasons

Worried that your shoppers are just selecting the first return reason that appears? You can now change the order that primary return reasons are displayed.

How It Works:

  1. Drag and drop the return reasons into your desired order. Note: Return Reasons will be display in the order they’re displayed in settings. So, the return reason at the top of the settings page will be displayed first, and the return reason at the bottom of the page will be displayed last.

3. Click Publish Settings.

Automated Processing: Out of Stock Products, Returns of Exchanges, No Shipping, and Improved Filtering.

1. Disable Automatic Processing for Out of Stock Products: Set an inventory threshold for Exchanges and Warranties that will prevent processing if the new item is below that inventory level at the time of processing. Inventory changes between RMA creation and processing, and this will help prevent overselling.

2. Disable Automatic Processing for Returns of Exchanges: You can now disable automatic processing for returns of exchanges in your Automated Processing Settings by checking "Exclude from Processing (if return of exchange)" for each return type. Note: There is no options for refunds as we will never automatically process a refund when the order was previously exchanged.

3. No Shipping or Customer Shipping: If a return doesn't require shipping or requires the shopper to purchase their own label and the return type is set to be automatically processed at either the "In-Transit" or "Delivered" Status, the return will not automatically process as it will never reach those statuses. These returns will now be visible in the Originate home page and require you to process the RMA manually.

4. Filter by Flagged Returns: You now have the ability to filter your Originate homepage to only include RMA's that have been manually flagged for review.

Packaging Slips Contain Return Type & Shopper's Comment

The return type and shopper comments will now be displayed on the packaging slip.

Store Credit Expiration Dates

You can set expiration dates for store credits so that the credit expires after a specified number of days.

How It Works:

  1. Scroll until you see the setting “Store Credit Expiration Period”.

Note: Store Credit Expiration date laws may vary by country.

Gift Returns are Easier for Shoppers: Initiate Returns Using Either Order Name or Order Number

It no longer matters if your store uses prefix/postfix on orders. Gift returners can now lookup their return in the gift return section of your Return Center with either the order number or the order number with a prefix/postfix (Order Name). This means they're less likely to experience friction in the Return Center.

We're here to help! Email us at or use the live chat inside the platform with any questions or feedback.

Did this answer your question?