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How to Add and Manage Return Reject Reasons

Plans: All Plans Platforms: All platforms


Overview


Merchants sometimes need to reject a return request (RMA). Previously, each rejection required typing out the reason manually, even when the same reasons were used frequently. To simplify this, you can now create and manage preset reject reasons that can be selected directly when rejecting a return.


With this feature, merchants can:


  • Create up to 20 predefined reject reasons
  • Each reason can contain up to 1000 characters and must be unique.
  • Select a predefined reason quickly while rejecting a return
  • Edit or delete reject reasons to match business needs
  • Add additional comments manually when required


Rejecting a return cannot be automated; merchants will review and reject requests manually.


How to reject a return?


  1. Go to the Returns Request page.
  2. Open an RMA with pending approval.
  3. Click Reject at the bottom of the page.



  1. A Reject Return pop-up will appear.
  2. Click the Select common reason dropdown > choose a predefined reason.



  1. Optionally, add more details in the comment box (up to 1000 chars).
  2. Tick the checkbox to send an email notification to the customer.
  3. Click Reject to confirm the action.


Manage reject reasons


You can create and manage your preset reasons directly from the Reject Return pop-up.


To add reject reasons


  1. Open the Select common reason drop-down.
  2. Click + Add reject reason.



  1. Create reasons as per the requirement.


To edit reject reasons


  1. In the Reject Return window, click Manage reject reasons at the bottom of the dropdown list.
  2. Click + Add reason (x/20) to create a new one. (Here, x is the number of return reasons you have already created, and 20 is the limit.)



To delete reject reasons


  1. Click the Trash icon next to the reason.
  2. After editing, click Save to confirm your changes.



Once your reasons are saved:


  • All reasons will appear under the Select common reason dropdown.
  • Click on a reason to insert it into the comment box.


If you already have text in the comment box, the selected reason from the dropdown will be inserted where your cursor is active.


Notification for return rejection


When you reject a return and choose to send an email, the system automatically sends a Return request rejected notification to the customer.


  • The notification is triggered immediately after you click Reject and confirm sending an email.
  • Merge tag |REJECT_REASON| displays the specific reason you selected or entered while rejecting the return.



Reject reasons are dynamically fetched from the text you entered in the rejection window at the time of the action.

Updated on: 09/10/2025