Plans: Premium, Enterprise | Platforms: Learn more
Overview
AfterShip Returns introduces workflows that enable merchants to customize a rule set to manage returns based on various conditions. Merchants can define how the return policy should function under different scenarios. Instead of applying a “one-size-fits-all” return policy, workflows allow for flexibility in adapting actions based on conditions such as customer type, order, product category, or return reason. In this article, learn how to set up workflows to manage returns.
Steps to create a workflow in AfterShip Returns
Log in to your AfterShip Returns admin.
Navigate to Return policy > Workflows.
Click Create from scratch to open the workflow editor.
AfterShip also provides pre-defined workflow recommendations for common scenarios. Merchants can use them as ready-to-go templates or make changes accordingly.
Key components of the Workflow editor
When creating a workflow, you’ll define conditions and actions.
1. Set Conditions
Choose at least one condition from the condition list. Select condition relation:
Any condition is met (OR)
All conditions are met (AND)
2. Assign Actions
Select one action per workflow.
3. Save and Enable
Save your workflow and enable it. You can also keep workflows in draft. Test it directly on the returns page to ensure accuracy.
Available conditions
Category | Conditions | Supported eCommerce Platforms |
Order Info | Country/region | All Platforms |
| Order tag | Shopify, Magento 2 |
| Order value | All Platforms |
| Discount code | Shopify, Commerce API |
| Discount percentage | Shopify, Commerce API |
| Order date | All Platforms |
| Delivery date | All Platforms |
| Fulfillment date | All Platforms |
Product Info | Product type | Shopify, BigCommerce, Magento 1, Magento 2 |
| Product value | All Platforms |
| Product tag | Shopify, WooCommerce, Magento 1 |
| SKU | All Platforms |
| Vendor | Shopify, BigCommerce, WooCommerce, SFCC |
Return Info | Return Request Date | All Platforms |
| Return reason | All Platforms |
| RMA source |
|
| Return value | All Platforms |
Customer Info | Customer tag | Shopify |
| Bonus credits received | Shopify, WooCommerce |
Product category condition: When you set a condition based on a product (like product type, tag, or SKU), AfterShip Returns uses the product information from the time the customer made the purchase.
Order/Return/Customer category condition: The conditions, like order amount, return reason, or customer type, are updated in real-time from the eCommerce platform. Update speed is based on the internet speed.
Available actions
Actions define what happens when a condition is met. Provided actions are as follows:
Action names | What they mean |
Charge cost of return | Charge an additional return fee or override the return fee of the routing rule. |
Require gift product return | Buy X get Y for free, auto-select the gift product Y when the shopper would like to return item X. |
Set return window | Set a different return window |
Ask a question | Ask a question when a certain item is selected. |
Block return item | Block item for return and show the customized block reason. |
Offer resolutions | Offer different resolutions for customers. |
Process return | Manual or automated process to approve/refund/exchange for a return request. |
Print extra labels | Print x label for specific order/items. |
Considerable examples
Understand how workflow works with these examples:
1. Charge Cost of Return
Merchants can charge or override default return fees under certain conditions.
Use cases: Suppose you want to charge no return fee from VIP customers or want to charge an extra amount.
How to set it up
Choose how to process the return fee
Override the original fee→ Replace any existing fee with the new one.
Add to the original fee → Add the new fee to the existing fee.
2. Add a new return fee type
Free → No charge
Flat rate → Fixed amount in desired currency
Percent of return value → % of the product price
How it works:
Routing Rule | Workflow action | Results |
Charge $10 return fee | Charge $15 + Override | $15 will be charged (overrides $10) |
Charge $10 return fee | Charge $15 + Add | $25 will be charged (adds $15 to $10) |
Charge $10 return fee | Charge Free + Override | $0 will be charged |
2. Require Gift Product Return
When a customer buys a gift product as part of a promotion, you can automatically require it to be returned if the main product is returned.
Promotion: Buy headphones and get a free hat.
Customer returns the headphone → The hat is automatically selected for return.
Show a custom message like: “Since you are returning the headphone, please include the free hat in the return.”
How to set it up
Set condition: Choose conditions like ‘Discount code’ or ‘order tag’ or ‘product type’
Apply action: Choose ‘Require gift product return’ and identify gift product SKU or product tag.
Optionally, only apply this to discounted products.
Add a message to the customer you want to display, say, “Since you are returning the headphone, please include the free hat in the return.”
Rules for automatic gift return
Eligibility rule for non-returnable item | Can auto-select gifts? |
Outside of the return window | Yes |
Blocklist | Yes |
Do not accept discounted items | Yes |
Ask a question | Yes |
Limit one return request per order | Yes |
Limit products per return request with a routing rule | Yes |
Limit SKUs per return request with SKU | Yes (Doesn’t work with limited quantity) |
Item unfulfilled | Yes |
Item already requested for return | No |
Limitations: Bundle items (Parent/Child created in Aftership Returns) cannot trigger the gift workflow or be used as the gift product.
Exploring the Returns workflow dashboard
1. Quick start templates
AfterShip provides ready-made workflow templates for common return scenarios:
Manually review returns from frequent returners
Prevent returns for worn items
Extend your holiday return window
Block return of final sale items
Offer exchange only for specific reasons
Add extra labels for bulky items
These templates help merchants save time by quickly applying best-practice workflows.
2. Create from Scratch
For merchants who want full control, Create from scratch (on the top-right) helps to build a custom workflow as per the business needs.
3. Workflow list table
Below the templates, you’ll find a list of all existing workflows that you have created. Each entry displays:
Set a custom name for the workflow.
Shows the action the workflow performs (e.g., set return window, charge cost of return).
Status: Draft or Enabled.
Last Updated: Date and time of the last edit.
This makes it easy to review, edit, and organize your workflows at a glance.
FAQs
1. Can workflows be paused or disabled temporarily?
Yes, you can disable workflows and keep them in draft without deleting, allowing you to reactivate them later.
2. How many workflows can I create under one subscription plan?
Yes, you can create multiple workflows; there are no such restrictions, but AfterShip evaluates based on the conditions you set in the workflow list. Conflicting actions may require careful setup.
Key takeaways
Use workflows to customize returns based on your business rules.
To create workflow: Go to editor > set up conditions → define actions → Save & enable.
Use quick start templates for fast setup or create custom workflows from scratch for full control.
Manage return fees, gift product returns, set up exception return windows, and more.