Admins Can Now Change the Return Reason

1) Overview

Admins (and permitted agents) can now edit the Return Reason on an RMA item—even after the customer submits the request. This helps correct mistakes (e.g., customer chose the wrong reason) and ensures accurate reporting, fees, and routing based on the updated reason.

2) Before You Begin

• You have Admin (or a role with permission to edit return items) in WeSupply.
• You know which RMA and line item(s) need the reason updated.
• Be aware that changing the reason may recalculate fees/rules (restocking fees, method eligibility, QA workflows) based on your logic.

3) Step-by-Step Instructions

Step 1 — Enabling this option

1. Navigate to Settings → Return and Warranty Methods → Return Reasons and scroll down to the bottom.
2. Turn the Allow Return Reason Update to ON.
   
3. Save your changes.

Step 2 — Open the Relevant Return

1. Select the return for which you’d like to update the reason.

Step 3 — Edit the Return Reason

1. Locate the Reason field, which has a drop-down menu.
2. Click on the drop-down menu and select a new reason for the return.
   

4) Best Practices

• Document changes: Add a short internal note on why the reason was modified (CSR correction, proof received, etc.).
• Limit permissions: Reserve edit access for senior agents or leads to avoid accidental reclassification.

5) Troubleshooting / FAQ

I can’t edit the Return Reason.

• Your role may not have permission to edit item lines, or the RMA is in a locked state (e.g., fully refunded/closed). Check Users & Roles and the RMA status.

Fees didn’t update after changing the reason.

• The line may not meet your fee rule conditions, or recalculation requires Save on the line. Reopen and confirm you saved; review the Return Logic that controls fees.

QC or Approvals triggered unexpectedly.

• The new reason likely matches a QC rule (e.g., “Damaged/Defective”). Review QC/approval settings and proceed accordingly.

Will the audit log show the change?

• Yes. The timeline/audit shows who changed the reason, from what → to what, and when.
  

6) Summary

Open the RMA, edit the Return Reason on the affected item line, save, and confirm any recalculations (fees, methods, QC) are correct. Add an internal note or notify the customer if needed, then continue with your normal return workflow. This keeps reporting accurate and ensures the right policies apply to each return.