How to Set Up Custom Return Workflows

Overview

AfterShip Returns allows merchants to design flexible and customized return policies using Return Workflows. These workflows enable businesses to reduce policy abuse, improve operational efficiency, and provide a better return experience for their customers. Merchants can set return conditions based on order, product, customer, or return type, ensuring that each return process is tailored to their business needs.

This guide will walk you through setting up a return workflow, configuring conditions and actions, and answering common questions to help you get started.

What you'll learn

• How to set up custom workflows

a. Available conditions

b. Available actions

• Workflow priority
• Charge cost of return

a. How the 'Charge cost of return' action works?

b. Important considerations

• Require gift product return

a. How it works

b. Configuration settings

c. Eligibility rules: When will the gift be auto-selected?

• Feature demo
• Troubleshooting tips
• FAQs
• Key takeaways

How to set up custom workflows 

1. Go to the Return policy section in your AfterShip Returns admin. Select Workflows.
2. Click on Create from scratch to enter the workflow editor.

3. Select workflow conditions. Choose at least one condition from the available options:

A. Product category: Based on the details at the time of purchase (Changes made later won’t affect existing orders).

B. Order/Return/Customer category: Real-time data pulled from your eCommerce platform ( update speed may vary based on connection).

4. Select the Logic that will allow the Conditions to trigger the subsequent Action. You can select between:

• When All conditions are met: This setting is an AND statement that will trigger the corresponding action when all conditions are met.
• When Any condition is met: This setting is an OR statement that will trigger the corresponding action when any defined conditions are met.

5. Choose a workflow Action. Decide on the Action you want to apply when conditions are met.
6. Once your workflow is configured, click Save and then Enable to activate it.
7. After enabling, test your workflow directly on the returns page to ensure everything functions as expected.

Available conditions

Conditions help determine when a specific return policy applies. The common conditions supported includes:

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

The following actions define what happens when a condition is met. Provided actions are as follows:

Priority logic for return management

If you have custom workflows, routing rules automation, and general automation rules set up simultaneously, actions will be processed in the following order of priority:

1. Each action checks the workflow/automation rule status before proceeding. If the corresponding workflow is disabled or deleted, the system will fall back to manual processing.

RMA A: The workflow is configured to auto-refund when the return is in transit. However, the workflow is disabled after RMA A is created. When the return status updates to in transit, AfterShip will not auto-refund RMA A because the workflow is no longer active. The merchant must manually process the refund.

RMA A (continued): Later, the workflow is re-enabled and the trigger condition is changed to delivered before the return enters in transit. Once the return is delivered, AfterShip will auto-refund RMA A because the workflow is active and the trigger condition is now met.

2. Trigger updates to workflows only apply to new return requests.

RMA B: A workflow is set to auto-refund when the return is in transit. RMA B is created while the workflow is active. Even if the merchant disables the workflow after RMA B is created, AfterShip will still auto-refund RMA B when the return enters in transit, because the workflow was active at the time of creation.

1. Charge cost of return

You can configure your workflow to add or override the original return fee (RMA level). The cost of return can be managed using Routing rules and Workflows together.

Here are some use cases:

• VIP Customer: For your customers tagged as VIP, do not charge a return fee.
• Charge return label + Restocking fee: Apply two different charges. You can charge a customer return label fee via routing rules and a restocking fee through workflows.
• Charge fee for refund or offer free exchange: Charge more for refunds, but offer free returns for exchanges by detecting the return type.

To configure actions for your workflows, follow the steps below.

1. Click Apply action tab on the workflow preview window.
2. In the Actions configuration side tab, click Add action, and select Charge cost of return.
3. Select how you wish to process the return fees.

a. Override the original fees: The original cost of return based on the routing rule will be ignored and the cost of return of the workflow will be applied.

b. Add to the original fees: The cost of return configured for the workflow will be added to the original cost of return based on the routing rule.

4. Configure the additional fees you wish to add to the original fees. You can select one of the following options.

a. Free: No additional fees. (Only available for Override the original fees)

b. Flat rate: A fixed amount is charged for return shipping, regardless of the return value.

c. Percentage of return value: The return cost is calculated as a percentage of the value of the returned item.

5. Save draft if you do not want to enable the workflow immediately. Otherwise, click Enable to activate the workflow.

How the 'Charge cost of return' action works?

To help you understand how the "Charge cost of return" workflows works in relation with "Return routing rules" cost of return, refer to the below scenarios.

Scenario 1:

• Routing rule: Charge $10 return fee.
• Workflow: Charge $15 + Override the original fee.
• Result: Customer will be charged $15.

Scenario 2:

• Routing rule: Charge $10 return fee.
• Workflow: Charge $15 + Add to the original fee.
• Result: Customer will be charged ($10+$15) $25.

Scenario 3:

• Routing rule: Charge $10 return fee.
• Workflow: Free of charge + Override the original free.
• Result: Customer will be charged $0.

2. Require gift product return

If you offer promotions like "Buy X, Get Y Free," you can configure your workflow to automatically select the gift item for return when the main product is returned.

How it works

If a customer returns a product that came with a free gift, AfterShip Returns can automatically select the gift item for return during the return process. You can also display a custom message or disclaimer to inform the shopper.

Use cases:

• If a customer buys a headphone and receives a free hat, the workflow will automatically select the hat for return if the headphone is returned.
• If all items in an order are returned, the workflow can be set to automatically select the appropriate gift product.

Configuration settings

To set this up, you must identify the gift product by either:

• Product tag: A specific tag assigned to the gift item
• SKU: The product’s unique identifier

Optional setting:

• Apply only to discounted products, to prevent misuse.

Eligibility rules: When will the gift be auto-selected?

Even if return eligibility rules are restricted, gift product selection will still work in most cases.

Feature demo

Troubleshooting tips

Issue 1: The workflow is not triggering

Possible cause: The workflow is either disabled or the trigger condition for an RMA request hasn’t been met.

Solution:

• Ensure the workflow is enabled in your automation settings.
• Double-check that the conditions defined in the workflow (e.g., status change, return reason, item condition) match the return request.

Issue 2: The return was not auto-refunded as expected

Possible cause: The workflow may have been disabled after the RMA was created.

Solution:

• Check the workflow status at the time the RMA was created.
• If the workflow was enabled after the RMA creation, AfterShip will not process automated actions for the existing RMAs.
• In this case, the refund must be processed manually.

Issue 3: The exchange order was not created for a Shopify checkout

Possible cause: Exchange orders for Shopify are created at the time of RMA creation, not during workflow execution.

Solution:

• Ensure that the exchange option was selected and valid when the RMA was created.
• If you rely on automation to trigger an exchange later (e.g., on status updates), note that this does not apply to Shopify—Shopify requires exchange orders to be placed during RMA creation.

Issue 4: Gift product not automatically selected

Possible cause: Gift item is not correctly identified in the workflow

Solution: Make sure the gift item is identified correctly via SKU or product tag, and that all conditions for gift returns are met.

FAQs

1. Can I combine multiple conditions in a single workflow?

Yes, you can choose Any condition is met or All conditions are met to customize your return policy according to your needs.

2. How do I test the workflow once it’s enabled?

After enabling the workflow, you can directly test it on your returns page to check if the conditions and actions are applied as expected.

3. Can I offer free returns for certain customers?

Yes, you can set up a workflow to waive the return fee for certain customer tags or offer special conditions like free returns.

4. Will RMA with Green returns be impacted by the new workflow?

In the current workflow version, RMA with Green Return is not impacted, as it is determined solely by an automation rule. However, in the upcoming version, Green returns will be integrated into the existing action and will be subject to the new workflow logic.

Key takeaways

• AfterShip Returns enables you to tailor return policies to your business needs, enhancing customer experience and reducing fraud.
• You can customize return request workflows based on customer type or behavior (e.g., VIPs vs policy abusers).
• Set conditions based on product, order, or customer information to control when specific actions apply.
• Customize the fees for returns based on various factors like product, customer status, or return type.
• If a workflow is disabled, the return falls back to manual processing—nothing happens automatically.
• Automatically select gift items for return, ensuring promotions like "Buy X, Get Y Free" are handled seamlessly.

By following these steps, you can effectively manage and customize your return process to fit your business model and customer needs.

Updated on: 11/12/2025