Overview:
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 further understand what part of the pant is too big. Were the pant legs too long? Was the waist too loose?
After implementing Secondary Return Reasons, you'll be able to prevent returns by capturing specifics on what shoppers need to be educated on prior to purchasing.
What Can You Accomplish with Secondary Return Reasons:
There are two main goals you can accomplish with Secondary Return Reasons:
Get Further Data on Why a Product is Being Returned - For example, if you sell pants and "Too big" was the main return reason, you can add secondary reasons like "Waist too big" and "Pants too long".
Poll Shoppers to See if They're Using Available Features - For example, if you offer a sizing quiz or a sizing guide, ask shoppers if they "Used Sizing Guide/Quiz" or "Did Not Use Sizing Guide/Quiz".
How to Develop Secondary Return Reasons for Your Business:
Secondary return reasons are industry-specific. An apparel company will not have the same secondary reasons as an electronics company. The best way to select secondary return reasons that make sense for your business is to view your past return comments by return reason and pull out the most common themes that your shoppers are writing about. The best way to view your return comments by return reasons is to:
1. Navigate to your RMA Items Report.
2. Select Download > Excel to download an Excel Report. Note: Use a long enough timeframe (we suggest at least 90 days) so that you have plenty of return comments to view!
3. Add filters to your Excel Report by: A) Highlighting the top row of data, B) Selecting the Data Tab in Excel, and C) Select the Filter button.
Need more assistance?: Microsoft's Help Article on Adding Filters.
4. Filter the Return Reason column by a specific return reason to view all associated return comments. From here you can pull out common themes that your shoppers are writing about.
5. Repeat Step 4 until you've reviewed all return comments by return reason.
Example Secondary Return Reasons:
Below are general examples of secondary return reasons to use as a jumping board:
Primary Reason: Too Big (Apparel Industry Specific)
Secondary Reason: Sleeve Too Long
Secondary Reason: Too Big in Waist
Secondary Reason: Too Big in Bust
Secondary Reason: Too Wide in Hips
Secondary Reason: Pant Leg Too Long
Primary Reason: Too Big (Apparel Industry Specific)
Secondary Reason: Took Sizing Quiz
Secondary Reason: Did Not Take Sizing Quiz
Primary Reason: Damaged (Electronic Industry Specific)
Secondary Reason: Arrived Damaged
Secondary Reason: Does Not Power On
Secondary Reason: Cannot Connect to Wifi
Secondary Reason: Broken Cord
Secondary Reason: Other
How to Add Secondary Return Reasons:
Go to your return reason settings.
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"
Note: When Secondary Return Reasons are added, shoppers are required to select a Secondary Return Reason option to complete their return on your return center. Add "Other" as a Secondary Return Reason if you'd like to allow shoppers to move forward without specifying a secondary reason.
We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions or feedback.