# Interview question settings

> STEP 2-2

Set the questions (interview questions) that shoppers answer when they submit a return request, such as the return reason and the condition of the item. 
The questions and answers you register here can also be used as return policy conditions, for example "ask the shopper to pay the return shipping when the reason is that the item did not match expectations" or "approve automatically when the item is defective".

1. [Creating an interview question](#creating-an-interview-question)
2. [Changing an interview question](#changing-an-interview-question)

![The shopper's return request screen, showing the options for the question 'Please tell us the reason for your return'.](images/return_02e_portal-interview.png)

## Creating an interview question

1. Go to Settings > Returns and exchanges > Interview questions and click **Create interview question**

    ![The interview question list. Click the Create interview question button at the top right.](images/return_02e_interview-list.png)

2. Enter the name of the interview question

    ※The name is for administration only. It is not shown to shoppers

3. Choose the answer format and the number of options, then click **Create answer format**

    ![The interview question creation screen. Choose the answer format and the number of options, then click Create answer format.](images/return_02e_answer-format.png)

4. Enter the question text and the options in the fields that appear

| Answer format | Description |
|---|---|
| Choice | The shopper picks one of a fixed set of options. Use this format for questions you want to use as return policy conditions, such as the return reason or the condition of the item. Only this format supports child options, which show an additional question to shoppers who pick a particular answer |
| Image upload | Asks the shopper to attach images. Set the number of images you want as the number of options, and enter a label for each one (for example "the whole item" or "the defect") |
| Field input | The shopper answers freely. You can choose a short text field, a long text field or a dropdown. Set the field name and the placeholder text |

5. Check the contents and click **Save**

> **注意: The answer format, the number of options and child questions cannot be changed after saving**
>
> If you recreate a question to change them, the answers tied to past requests are lost. Edit the existing question to fix the wording of the question or its options, and when you need to change the structure, add a new question and archive the old one.

Use [Return policy > Interview questions](./return-policy.html#1-interview-questions) to set which of the questions you created are shown on the request page.

## Changing an interview question

The steps depend on what you want to change.

### Fixing the wording (question text, description, option text)

1. Go to Settings > Returns and exchanges > Interview questions and click the question
2. Fix the question text, description or option text. You can reorder the options by dragging and dropping them
3. Click **Save**

The answers tied to past requests stay as they are, and the new wording is shown from the next request onwards.

### Changing the structure (answer format, number of options, child questions)

The answer format, the number of options and child questions cannot be changed after saving. To change the structure, create a new interview question and replace the old one with it.

The old question cannot be deleted while it is used by a return policy or a dynamic setting. For that reason, work in this order: **add the new one → remove the references to the old one → delete the old one**.

1. Go to Settings > Returns and exchanges > Interview questions, open the old question and change its name to something like "Return reason (to be archived)"

    In the following steps, both the old and the new question appear in the dropdown. Give them names you can tell apart.

    ![The edit screen for an interview question, with the name changed to 'Return reason (to be archived)'.](images/return_02e_rename-old-interview.png)

    ※The name is for administration only. It is not shown to shoppers

2. Create the new interview question with the structure you want (leave the old one in place)

3. Open the [Return policy > Interview questions](./return-policy.html#1-interview-questions) that uses the old question, and add **the question you created in step 2** with **Add question screen**

    Leave the row for the old question in place for now.

    ![The edit screen for a dynamic interview question. A new interview question, 'Return reason (new)', is being added with Add question screen.](images/return_02e_add-new-interview.png)

4. In the **dynamic settings** for return approval, resolution methods, return methods and refund calculation, open the ones that use the old question as a condition and switch the condition to **the question you created in step 2**

    This is a different screen from step 3. Until you do this, the old question stays "in use" and cannot be deleted.

    [動画: 02e_relink-dynamic-setting.mp4]

5. Go back to the same [Return policy > Interview questions](./return-policy.html#1-interview-questions) screen as in step 3 and delete the row for the old question with the bin icon

※You can archive an interview question you no longer use from Settings > Returns and exchanges > Interview questions so that it is hidden from the list. Archiving does not remove the answers tied to past requests