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Managing reason codes

Permission required
This action can be performed by users with the Manage reason codes permission.
Important

Returns, refund or appeasements, order cancelations or item swaps are only available when you have created at least one related reason code.

The reason codes you create are displayed to users when they process different order transactions.

  • Return reasons are displayed to associates when processing returns in NewStore Associate App.
  • Refund (appeasement) reasons, cancelation reasons and swap reasons are displayed to NewStore Omnichannel Manager users when processing refunds or appeasements, cancelations and swaps.

Reasons are displayed in the language to which the user's app is set. If no translations exist for the language, reasons are displayed in English.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To enable reason codes, see Enabling reason codes .

Creating reason codes​

note

Inform your integration team when you create or update reason codes to ensure that they are mapped accurately to any external systems that use them.

To create reason codes:

  1. Go to Settings > Reason Codes and in the left menu, select a type of reason code.
  2. Click Add.
  3. In code, specify a unique number of up to 3 digits. For example: 1, 2, 450.
  4. In Reason (English), enter the reason related to the code. Example: Damaged item, Incorrect product or size ordered. This is the default reason associated with the code and is mandatory.
  5. To add a French translation to the default reason, click Add Translation, and enter the translation.
  6. Click Save.

The page displays the default code, the translation, the time when you created the code, and your username.

Editing reason codes​

The code for a reason cannot be edited. You can only edit the reason description. See Deleting reason codes .

note

Inform your integration team when you create or update reason codes to ensure that the codes are mapped accurately to any external systems that use them.

To edit the reason for a code:

  1. Click Edit for the reason you want to edit.
  2. Edit the default reason and its translation. The code cannot be updated.
  3. Click Save. The default reason and its translation are saved.

The page displays the updated reasons, the time when you updated the code, and your username.

Deleting reason codes​

If you made a mistake in the Code when you created the reason code, you cannot edit the code. Delete the reason code and create a new reason code. Deleting a reason code has no impact on orders that relate to this reason code.

To delete a reason code:

  1. Click Edit for the code you want to delete.
  2. To delete the translation for the code, click x for the translation.
  3. To delete the code and the reasons, click Delete.
  4. Verify that you're deleting the correct code and click OK to confirm the deletion.

The reason code is removed. The deleted reason code is not displayed on NewStore Associate App or on NewStore Omnichannel Manager.

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