Plans: Premium, Enterprise | Platforms: All Platforms
Overview
Return workflows let you customize how returns are handled based on products, orders, customers, or return details. Instead of applying the same return policy to every return request, you can create workflows that automatically apply different rules when specific conditions are met.
This article walks through common business scenarios that you can solve with return workflows. Use the tables below to find the use case that best matches your business needs.
Before you begin
Make sure you've already created a return workflow. For setup instructions, see How to Set Up Custom Return Workflows.
Product workflows
Use product workflows to apply different return rules based on product attributes such as product tags, SKUs, product types, or item value.
Use Case | Description | Details |
Block final sale items | Prevent specific products from being returned at all. | Condition: Product tag Action: Block return item |
Block free gift items | Items with a return value of $0 (e.g. 100% discounted gifts) should not be eligible for return. | Condition: Item return value Action: Block return item |
Limit specific products to exchange only | Some products (e.g. accessories) are better suited for exchange than refund. Restrict the available resolutions. | Condition: Product type Action: Offer resolutions |
Hide non-returnable add-ons | Add-on line items like shipping insurance should never appear on the return portal. | Condition: SKU Action: Hide return item |
Require gift product return | When a shopper returns a main product that came with a free gift (Buy X Get Y), automatically add the gift to the return. | Condition: Discount code Action: Require gift product return |
Ask a question before accepting return | For certain product categories, ask shoppers a question (e.g. "Has this item been worn?") before proceeding. | Condition: Product type Action: Ask a question |
Print extra labels for bulky items | Some products require more than one return label. Automatically generate additional labels based on SKU or product tag. | Condition: Product tag Action: Print extra labels |
Show a policy reminder popup | Display a custom message to shoppers when they select certain items or select a specific return reason — useful for usage instructions or policy exceptions. | Condition: Product tag / Return reason Action: Show custom popup |
Order workflows
Use order workflows to customize returns based on order details, such as order date, order value, discounts, payment method, or shipping destination.
Use case | Description | Workflow configuration |
Extend the return window for holiday orders | Give shoppers more time to return purchases made during holiday promotions. | Condition: Order date Action: Set return window |
Shorten the return window for flash sale orders | Reduce the return period for orders placed during limited-time promotions. | Condition: Order date Action: Set return window |
Restrict resolutions for discounted orders | Offer only store credit for orders placed using specific discount codes. | Condition: Discount Action: Offer resolutions |
Block returns for heavily discounted orders | Prevent returns for orders that exceed a defined discount percentage, such as clearance or flash sale purchases. | Condition: Discount percentage Action: Block return item |
Waive the return fee for high-value orders | Offer free returns to customers who place large-value orders. | Condition: Order value Action: Charge cost of return |
Apply a different fee for international returns | Charge a different return fee for shoppers in selected countries or regions. | Condition: Country/Region Action: Charge cost of return |
Restrict resolutions for gift card orders | Direct shoppers to store credit when the original payment method was a gift card. | Condition: Original payment method Action: Offer resolutions |
Show a popup for cash on delivery (COD) orders | Inform shoppers that COD refunds require manual processing before they continue. | Condition: Original payment method Action: Show custom popup |
Customer workflows
Use customer workflows to personalize return experiences based on customer attributes or previous return activity.
Use Case | Description | Details |
Offer free returns to VIP customers | Reward your most loyal customers by waiving the return fee for anyone tagged as VIP in your store. | Condition: Customer tag |
Cap Green Return usage per customer | Prevent shoppers from abusing the keep-item option by limiting how many times they can use it. | Condition: Number of green returns |
Restrict Shop Now bonus for repeat users | Avoid offering additional exchange credit to customers who have already benefited from it before. | Condition: Number of Shop Now extra credits received |
Limit partial refund offers by history | Prevent customers from requesting a partial refund on every return by checking how many times they've received one. | Condition: Number of partial refunds |
Return workflows
Use return workflows to customize how returns are processed based on information provided in the return request.
Use Case | Description | Details |
Waive fee for damaged items | When a customer returns an item because it arrived damaged, waive the return fee as a goodwill gesture. | Condition: Return reason |
Flag subjective reasons for manual review | For reasons like "not as described," pause the return and route it to your team for review before a label is issued. | Condition: Return reason |
Trigger manual review for high-value returns | Inspect high-value returns before approving them to reduce fraud and ensure items are returned in good condition. | Condition: Total return value |
Offer Green Return for low-value items | When the cost of return shipping outweighs the item value, offer shoppers the option to keep the item instead. | Condition: Item return value |
Restrict gift returns to store credit | Gift recipients returning items should receive store credit, not a refund to the original payment method. | Condition: Gift return |
Charge fee for large return quantities | Apply a handling fee when a customer returns many items in a single request. | Condition: Return item quantity |
Show troubleshooting popup after reason selection | When a shopper selects a reason like "don't know how to use it," show a popup with usage guides or support links before they proceed. | Condition: Return reason |
Count workflows
Count conditions let you create workflows based on a shopper's previous return activity. This helps you reward good customers and prevent repeated abuse without applying the same rules to everyone.
Use Case | Description | Details |
Cap Green Return usage | Prevent shoppers from repeatedly keeping items without returning them. Only offer the keep-item option to customers who haven't used it before. | Condition: Number of green returns |
Limit partial refund offers | Stop customers from requesting a partial refund every time they return. Only offer it to customers with no prior partial refund history. | Condition: Number of partial refunds |
Restrict Shop Now bonus for repeat users | Only offer extra exchange credit to customers who haven't already received it. Prevents customers from repeatedly taking advantage of the bonus. | Condition: Number of Shop Now extra credits received |
Reward first-time returners | Offer a waived return fee or bonus store credit to customers who are returning for the very first time as a goodwill gesture. | Condition: Number of bonus store credits received |
FAQs
1. Can I apply multiple actions to the same return?
No. Each workflow supports only one action.
If you want to apply multiple actions, create separate workflows using the same conditions.
2. What happens if a return doesn't match any workflow?
If a return matches a workflow, the workflow overrides your default return policy.
If no workflow matches, the return is processed according to your regular return policy.
3. Will updating a workflow affect existing return requests?
No. Workflow changes apply only to new return requests created after the workflow is updated.
4. Can I combine AND and OR conditions in the same workflow?
No. Each workflow uses either AND logic or OR logic. For advanced scenarios, create multiple workflows to achieve the desired behavior.