> For the complete documentation index, see [llms.txt](https://parcelwill-returns.gitbook.io/help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://parcelwill-returns.gitbook.io/help-center/settings/return-reasons.md). # Return reasons Return reasons help you understand why customers are returning items. When a customer submits a return request, they choose a reason from the list you define — this gives you structured data to track return patterns, identify product issues, and make better decisions. Go to **ParcelWILL app > Return settings > Return reason** to manage your reasons.
### Return reason group Reason groups let you show different sets of reasons for different product types. For example, clothing returns might include "Doesn't fit" while electronics returns might include "Defective." Every store starts with a **Default reason group** — any product that doesn't belong to a specific group uses this one. Click **Add reason group** to create additional groups and assign them to specific product types.
### Reason library The reason library is the master list of all return reasons available in your store. Default reasons include: * Arrived too late * Poor quality/faulty * Looks different to image on site * Parcel damaged on arrival * Doesn't suit me * Others (Please specify in additional notes) Each reason has two optional toggles (shown as icons next to the reason): * **Require image proof** — customer must upload a photo when selecting this reason * **Require description** — customer must write a text explanation Click the **⋯** menu on any reason to edit or delete it. ### How to add a new reason? {% stepper %} {% step %} ### **Click Add return reason** At the bottom of the reason library, click **Add return reason**.
{% endstep %} {% step %} ### Enter the reason description Type the reason text that customers will see (e.g., "Wrong item received"). Choose whether to require an image, a description, or both.
{% endstep %} {% step %} ### Add the reason to a group New reasons are added to the reason library. To make them available to customers, add them to the appropriate reason group (the Default group, or a product-specific group).
{% endstep %} {% endstepper %} ### Reason image setting At the bottom of the page, you'll find the **Reason image setting** section. Enable **Image proof upload instructions** to show customers a brief guide on what kind of images to upload when proof is required (e.g., photos of damage, defects, or incorrect items). This helps ensure you receive useful, actionable images rather than unclear or irrelevant photos. ### Need help? 🌻 If you have any questions, feel free to reach out to [our support team](mailto:returns@parcelpanel.ltd). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://parcelwill-returns.gitbook.io/help-center/settings/return-reasons.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.