See explanation below.
Explanation
You need to configure a Return Reason Code.
Click Sales and marketing > Setup > Sales orders > Returns > Return reason codes.
Press CTRL + N to create a new return reason code line.
In the Return reason code field, enter text to identify this code (enter Open Box).
In the Description field, enter text to describe the return reason code.
Use the Return reason code group drop-down list to add the code to a return reason code group.
Reference:
https://docs.microsoft.com/en-us/dynamics365/supply-chain/service-management/set-up-return-reason-code