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# Configure Return Reason 

## Overview

With Synctrack Returns, merchant can
* Easily create reasons to return orders for your customers
* Require information (comments, videos/images) for evidence to know why orders are returned.

### EU Withdrawal requests are exempt
A customer going through the EU Withdrawal flow does not select a return reason, so no proof requirement applies to them — even if you require an image and a video on your reasons. This follows the EU directive, which lets the buyer withdraw without giving a reason.

## How to set up Return reasons?
### **Step 1:** **Go to Settings > Reasons**

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1phgp7c.png)

### Step 2: Add Reason > Edit it 
1. **Add reason name (it will be shown exactly on return portal)**
2. **Enable comment for checking requirement (optional)**
3. **Enable image/video uploading for checking requirement  (optional)**
Turn on only what you actually need to see. What you switch on decides what your customer must attach:
| You switch on | Your customer must attach |
| ---- |
| Image only | at least one image |
| Video only | at least one video |
| **Both** | **at least one image *and* at least one video** |
Turning both on is the strictest setting. A customer who uploads two photos and no video still cannot submit — they are asked for the missing type by name.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_9da9et.png)

### Step 3: Save > Preview on Return Portal 
* While returning orders, your customers will see the full list of your return reasons like this.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_xuwteg.png)

* With each reason, they will see the field to add comments and images describing why the orders must be returned.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_oh58n8.png)
* In Synctrack admin, Merchant will receive detailed reason with comment and image/video uploading (if it has) for further checking before approving request.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1gfbb9s.png)

| Important tips: For faster checking & approval, you can set up specific return reason for automation approval, it will reduce average mannual checking work.[ Learn how to set up automation](https://help.omegatheme.com/en/article/auto-approve-genrate-label-for-return-requests-1svb78v/) 


## Who can use this feature?

Return reasons, comments and image uploads are available on **all plans**. 
**Video uploading requires Premium or above**.