How to Set Flexible Resolutions Based on Different Conditions

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Overview

As an eCommerce merchant, it is important to be able to set flexible resolutions based on different conditions to accommodate the diverse needs of your customers. AfterShip Returns allows you to set flexible resolutions based on different conditions.

How to set up resolutions based on conditions

Log in to the AfterShip Returns admin dashboard.
Go to Return policy > Refunds and exchanges > Workflows.

Under Conditional resolutions > Create workflow.
Choose when to trigger an action using Any condition is met or All conditions are met.
Add conditions according to your preference.

The following conditions are supported:

Supported conditions	Description
Country/region	Select countries/regions from where the return request is raised to which this rule will apply
Order tag	Input tag(s) associated with the original order(s) of the items being returned
Order value	Set the total value of the original order.
Discount code	Select the discount code(s) applied when the return item(s) was originally purchased to which this rule will apply
Discount percentage	Select the discount percentage value applied when the return item(s) was originally purchased to which this rule will apply
Order date	Apply the rule based on when the original order was placed.
Delivery date	Apply the rule based on when the order was delivered to the customer.
Fulfillment date	Apply the rule based on when the order was fulfilled or shipped.
Customer tags	Input specific tag(s) assigned to the customer profile
Bonus credit received	Trigger the rule if the customer received bonus credit during the return process.
Product type	Add the product type(s) of the return item(s) to which this rule will apply
Product tag	Add the product tag(s) of the return item(s) to which this rule will apply
Product value	Enter the value of the returned items to which the rule will apply
SKU	Add the SKU(s) of the return items to which this rule will apply
Vendor	Add the vendor(s) of the returned items to which the rule will apply
RMA source	Apply the rule based on the source from which the return request was created (e.g., POS, returns page).
Return request reason	Select the reason(s) for returning an item(s) to which this rule will apply

The conditions you choose here should be in sync with your eCommerce platform. For instance, if the product type is Furniture in Shopify, it should be Furniture in AfterShip Returns too.

Select resolutions.

Refund to original payment method
Refund to store credit. You can also enable Bonus store credit to encourage customers to choose store credit over original payment refunds by offering extra credit. Learn more
Variant exchange
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The selected resolutions will display when any or all of your defined conditions are met.

Click Save and Enable the workflow.

Go to Refund and exchanges > Conditional resolutions > click Manage. Move the saved workflows up/down to set the priority. We’ll choose the one with higher priority if two or more workflows are applicable.

Note: The available resolutions are based on the Refunds and exchanges settings. If a resolution is not enabled there, then you can’t select it in the workflow.

If you have any queries, feel free to connect with our support team for quick assistance.

Ecommerce platforms supported:

Product type: Works with Shopify, Magento 1, Magento 2, BigCommerce, and AfterShip Commerce API.
Product tag: Works with Shopify, Magento 1, WooCommerce, and AfterShip Commerce API.
Order tag: Works with Shopify and Magento 2
Discount code: Works with Shopify and AfterShip Commerce API (Maximum: 50 codes)
Discount percentage: Works with Shopify and AfterShip Commerce API
Customer tag: Works with Shopify only.
Vendor: Works with Shopify only.

Country/Region: This condition doesn’t apply to POS returns.

For any further questions or help, please contact our chat support team or reach out to us at [email protected].

Updated on: 24/02/2026