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You can define which return reasons can be selected when creating RMAs internally. This flexibility enables your team to utilize return reasons that may not be visible to customers in the Returns Portal.
  1. Navigate to Settings > General.
  2. Expand the Internal RMA Creation section.
  3. In the Available Return Reasons setting, select one of the following options:
    • All return reasons – Includes all return reasons, including those with the Display reason toggle set to OFF (for example, hidden from the Returns Portal).
    • As offered to customers in the portal – Limits the available return reasons to only those with the Display reason toggle set to ON (for example, visible to customers in the Returns Portal).
  4. Click the save icon to save your changes.
Selecting All return reasons lets your internal team choose from all configured return reasons, including those hidden from customers. This is particularly useful for handling special cases or internal processes that require reasons not applicable to the general customer base.
This setting only affects the Dashboard used by your team for internal RMA creation. Customers using the Returns Portal will continue to see only the return reasons that have the Display reason toggle turned ON.