Return questions

Return questions allow you to gather additional information from customers during the return process. You can add an unlimited number of questions to your return form and use conditions to control when specific questions appear.

Adding a New Return Question

To add a new return question:

1. Log in to your Returnless panel.
2. Navigate to Return forms.
3. Open the return form you want to edit.
4. Click the Return questions tab.
5. Click Add return question.

You will now see the settings used to configure a new return question:

Available Settings

• Enable return question: Activate or deactivate the question. Disabled questions remain editable but will not appear in the return form.
• Require answer: When enabled, customers must answer the question before they can proceed.
• Question level: Choose whether the question applies to the entire return order or to a specific item.
  • Return level: questions that apply to the entire return (e.g., "How would you like us to solve your return request?")
  • Item level: allow you to gather detailed information about specific products (e.g., "Can you explain what is not as expected for this product?")
• Input type: Select how customers will provide their answer. Available input types:
  • Checkbox
  • Multi select
  • Select
  • File upload
  • Radio
  • Textarea
  • Text
  • Resolution type
• Question: The text of the question you want to ask.
• Additional description: A subtitle or explanation to help customers provide the correct answer.
• Answers: The possible answer options presented to customers. Available for: select, multi select, radio, checkbox.

Adding Conditions

If you want a question to appear only in specific situations, you can apply conditions.

To add conditions:

1. Click Add condition within the question settings.
2. Define the conditions under which the question should be shown.

This allows you to tailor the return journey based on customer selections.

Removing a Return Question

Removing a question does not affect previously created returns. However, removal cannot be undone. If you may need the question later, consider disabling it instead.

To remove a return question:

1. Log in to the Returnless panel and go to Return forms.
2. Select your return form and open the Return questions tab.
3. Open the question you want to delete.
4. Click the Remove button next to Save.

Sorting Return Questions

You can customize the order in which questions appear to your customers.

To sort questions:

1. Log in to your Returnless panel and open Return forms.
2. Select your form and go to Return questions.
3. Use the arrow icons next to each question to drag and reorder them.

Tagging Return Questions

Tags help organize and group your return questions. Tags are managed via General Settings > Tags.

To tag a return question:

1. Log in to your Returnless panel and navigate to Return forms.
2. Select your return form and open the Return questions tab.
3. Open a question and click the Tags button in the top-right corner.
4. Click a tag to assign it.
5. Click the same tag again to remove it.

Assigned tags will appear next to the question name.