Evaluate return reasons – Shopware 6
Return reasons
The Return reasons tab evaluates why items are returned.
Figures & distribution
At the top you see the number of recorded reasons, the number of different categories and the most frequent reason. A donut chart shows the percentage distribution across categories.
Categories
Return reasons are assigned to the following categories:
| Category | Meaning |
|---|---|
| Wrong size | Item did not fit (e.g. too small/large) |
| Poor quality | Workmanship or material deficient |
| Description inaccurate | Item differed from the description |
| Damaged | Item arrived damaged |
| Wrong item | Something other than ordered was delivered |
| Other | Not clearly assignable |
| Unknown | No reason recorded |
Where reasons come from
Return reasons can originate in three ways:
- manual — recorded in the backend
- import / storefront — taken from the order/return
- AI-classified — automatically assigned to a category from a free text (see AI classification)
Top products per reason
For each reason the products that are most frequently returned for that reason are listed. This helps you pinpoint where, for example, the sizing guidance or the product description should be improved.
Next steps
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