Reasons

A reason is a predefined explanation that users can pick instead of typing free text. Using a fixed list keeps the data consistent, so you can later filter and report on it, and pass it on to integrations.

Reasons are managed in Admin › Carriers & Services › Reasons (admins only).

Where reasons are used

Every reason has a Use that decides where it can be chosen. Currently there is one use:

Use	Where it appears
Return reason	The Reason field on a return order: why the customer sent the goods back, for example "Wrong size", "Damaged on arrival" or "Changed mind"

On a return order, the Reason list shows the reasons with use Return reason that are active and available to the account you are working in. Return reasons can also be supplied through the API (as a reason ID), and are available in message and paper templates of the order (see Messaging and Papers).

Not the same as picking problems or holds

The reasons a picker chooses when reporting a picking problem in the mobile app, and the reasons for holds, are built into Boxture and are not maintained on this screen. See Picking problems and Holds.

The reasons list

The list shows the reasons of the current account with Account, Use, State, Name and Description. Switch account to see the reasons of another account.

Creating a reason

1. Switch to the account that should own the reason. Typically this is a top-level account, so the reason can be shared with its child accounts.
2. Go to Admin › Carriers & Services › Reasons and click Create.
3. Fill in:
   • Use: where the reason can be chosen (Return reason).
   • Name (required): the text users see in the list.
   • Description: optional explanation.
   • Available for accounts: the child accounts that may also use this reason.
4. Click Save.
5. Click Publish in the card menu. A new reason starts in the state concept and is not offered to users until it is published.

Sharing reasons with other accounts

A reason can be chosen on orders of:

• the account that owns it, and
• every account selected in Available for accounts (the owning account and the accounts below it can be selected).

Reasons of a parent account are not automatically available to child accounts. Add the child accounts to Available for accounts, or create reasons in the client's own account if a client needs its own list.

Reason states

State	Offered to users	Action to get there
concept	No	New reason
active	Yes	Publish (from concept) or Republish (from expired)
expired	No	Expire (from active)

Expire a reason when it should no longer be chosen. Orders that already have the reason keep it, so history and reports stay intact. Reasons cannot be deleted.

Related pages

• Return orders
• Accounts