Create a Return Reason

Return Reasons are why your customers are choosing to return their products. When the customer goes to submit a return on your site, they're required to select a return reason.

The return reasons are how the app determines who will pay for the shipping costs. Returns Manager will automatically generate return labels for customers who select a return reason where the Store Owner is set to pay the shipping.


Bold Returns Manager is no longer available to install on the Shopify App Store. If you already have Bold Returns Manager installed, you will be able to continue using it as it is grandfathered on your store.



  1. From Shopify's admin, select Apps.
  2. Select Returns Manager by Bold.
  3. Select Settings.

    select settings

  4. Select Return Reasons.

    select return reasons

  5. Select Create a new reason.

    Create a New Reason

  6. Enter a Reason Name.

    enter a reason name

  7. Select the Shipping options:

    select the shipping options

    • Hide Shipping: Selecting this option will hide who is responsible for paying the shipping costs from the customer. You may want to select this if you offer multiple return reasons and don't want your customers to "game" the system into receiving free return shipping if they don't qualify for it. This option can be selected regardless of the choices made below.

      Select Hide Shipping

    • Customer: This means your customers are responsible for paying any fees associated with shipping the product back to you. They will need to find a postal carrier and organize the return accordingly.

      Select Customer

    • Store Owner: This means that the store is responsible for paying the shipping costs. You will need to find a postal carrier and provide the customer with their return label information. If you already have shipping credentials entered into the app, Returns Manager will automatically generate a label for this customer and email it to them once the return is approved.

      Select Store Owner

  8. Select Require picture of product if you want to require a picture for the return (optional).

    Note: Selecting this option will force the customer to upload an image before they're able to submit their return. This is great for "damaged product" style return reasons.

    select require picture of product

  9. Select Save.
Was this article helpful?
3 out of 3 found this helpful