---
schema_version: "1"
id: e15e99322b53e7608985d93c5f6d2851915c4a7dad8f18888a1092bd80a9b114
title: Add a Reason Text Option to a Service Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_flow_enable_reason_text.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_flow_enable_reason_text.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e68ef37e0d1759ff1b6315278cde9f36f6be1d4962df78acc141a7cf8ed310a2
description: You can use all Order Management service flows out of the box, and you can also customize a flow and expand its functionality. This customization gives customer service representatives more flexibility when tracking a return or discount by providing an empty field to add a reason.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# Add a Reason Text Option to a Service Flow

You can use all Order Management service flows out of the box, and you can also customize a flow and expand its functionality. This customization gives customer service representatives more flexibility when tracking a return or discount by providing an empty field to add a reason.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=commerce.om_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

If you don’t have an editable version of the flow yet, [copy a flow template](https://help.salesforce.com/s/articleView?id=commerce.om_flow_copy.htm&release=264.0.0&type=5 "Before you can activate or customize a flow, you need to clone the flow. Cloning creates an editable version that you can modify or activate out-of-the-box on your store. If you set up your store using the Commerce Setup Assistant, your flows are already cloned.").

You can enable reason text in discount, return, and RMA service flows.

1. Click ![Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-om_order_management-264-0-0-production-enus/4c4844e3-a194-4a65-95b7-17291a6dbefa/om_order_management/images/om_setup_icon_no_border.png) at the top of the page, and then select **Setup**.
2. In the Quick Find box, enter flows, and select **Flows**.
3. Select the flow that you’re customizing.
4. In the flow, open the Manager tab.
5. Find and select the **Reasons Selection** screen component.
6. Click **OMS Change Detail Selector**.
7. Set Use Reason Text to {!$GlobalConstant.True}.
8. Click **Done**.
9. Click **Save**.
10. If you’re ready to activate the flow, click **Activate**.

#### See Also

- [Customizing Order Management Service Flows](https://help.salesforce.com/s/articleView?id=commerce.om_flow_customizations.htm&release=264.0.0&type=5 "The Order Management service flows let customer service representatives (CSRs) help customers with their orders. You can use the provided flows as is, and you can also expand and customize them. Here are some common customizations that you can implement.")
- [Return Insights Overview](https://help.salesforce.com/s/articleView?id=commerce.om_return_insights.htm&release=264.0.0&type=5 "Use Einstein to identify products with high return rates and analyze the reasons that customers are retuning them.")