Condition-based Workflows

Overview

Condition-based workflows are intelligent automation rules that streamline your return management process.

• Creating custom rules for different return scenarios
• Automating return decisions based on specific conditions
• Set different time limits (return window) for specific conditions (NEW)
• Ensuring a consistent customer experience
• Saving time on manual return processing
• Flexible rule configuration for any business need

High-Volume Returns Handling

Perfect for businesses processing many returns:

• Automate common return scenarios
• Process returns faster without manual review
• Maintain consistent service quality at scale
• Reduce team workload on repetitive decisions
• Handle peak return seasons efficiently

Region-Specific Return Policies

Customize policies based on customer location:

• Set different rules by geographical zones
• Customize return methods by location
• Manage international returns effectively
• Comply with regional regulations
• Offer region-appropriate refund options

Product-Specific Return Rules

Tailor policies for different product types:

• Different policies for various product types
• Special handling for specific collections
• Custom rules for individual SKUs
• Category-based return windows
• Product tag-based automation

Return Window-Specific Return Rules (NEW)

Configure time-based policies for better control:

• Different time limits for various product types
• Special handling for specific customer segments
• Seasonal return window adjustments
• Order fulfillment date-based rules
• Order creation date-based rules
• Order delivery date-based rules

Step 1: Plan Your Rule

Before creating, consider these key questions:

1. 1What triggers the rule? (conditions)
2. 2 • Product attributes (type, collection, tags, SKU)
3. 3 • Return details (reason, zone)
4. 4 • Time-based factors (order dates)
5. 5What should happen? (actions)
6. 6 • Allowed return/exchange types
7. 7 • Available return methods
8. 8 • Refund resolutions
9. 9 • Policy restrictions
10. 10Rule priority in your overall return process
11. 11 • How specific is this rule?
12. 12 • Does it conflict with other rules?

Step 2: Create Basic Structure

Set up the foundation of your workflow rule:

1. 1Go to Settings → Workflow Automation
2. 2Click "Create workflow" button
3. 3Name your rule descriptively
4. 4 • Use clear names: "EU Returns - Standard" or "Luxury Items - Exchange Only"
5. 5 • Avoid vague names like "Rule 1" or "Test"
6. 6Choose condition logic:
7. 7 • ANY: Rule triggers if any condition matches
8. 8 • ALL: Rule triggers only if all conditions match

Step 3: Set Smart Conditions

Choose conditions based on your business needs:

• Product details:
• • Product Type (e.g., Clothing, Electronics)
• • Product Tags (e.g., Clearance, Limited Edition)
• • Product Collections (e.g., Summer 2024)
• • Product SKU (specific products)
• Return information:
• • Return Reason (e.g., Wrong Size, Changed Mind)
• • Return Zone (e.g., North America, Europe)
• Time-based conditions (NEW):
• • Order Created Date
• • Order Fulfillment Date
• • Order Delivery Date

Pro Tip: Condition Strategy

Start with broader conditions and refine based on results

1. 1Begin with general categories (e.g., "Product Type = Clothing")
2. 2Monitor how the rule performs
3. 3Add more specific conditions if needed (e.g., "+ Product Tag = Designer")
4. 4Avoid overly complex conditions initially
5. 5Test rules before enabling for all customers

Step 4: Define Actions

Select appropriate actions that will apply when conditions are met:

• Show Return or Exchange Type:
• • Return only
• • Exchange only
• • Both return and exchange
• Show Return Method:
• • Ship with pre-paid label
• • Ship with any carrier
• • No shipment required
• • Return to store location
• Show Resolution:
• • Original payment method
• • Store credit
• • Gift card
• • Discount code
• Set Specific Policy (NEW):
• • Order fulfillment: Prevent requests after X days from fulfillment
• • Order delivery: Prevent requests after X days from delivery
• • Order created: Prevent requests after X days from order creation

Important: Enable Actions in Settings

Ensure all selected actions are enabled in Settings before creating the workflow.

1. 1Check Settings → Return/Exchange flow
2. 2Verify return methods are enabled
3. 3Confirm refund resolutions are configured
4. 4Enable any return types you want to use
5. 5Actions disabled in Settings won't work in workflows

Priority Management

Understanding rule priority is crucial for effective automation:

• More specific rules → Higher priority
• • Example: "SKU = ABC123" ranks higher than "Product Type = Clothing"
• General rules → Lower priority
• • Catch-all rules should be at the bottom
• Regular review of rule order
• • Check monthly for conflicts
• • Adjust priorities as needed
• Maximum 20 rules – use them wisely
• • Combine similar rules when possible
• • Remove outdated rules
• • Keep rule list manageable

Rule Limit Strategy

With a maximum of 20 rules, strategic planning is essential:

1. 1Group similar scenarios into single rules when possible
2. 2Use "ANY" logic to combine multiple conditions
3. 3Prioritize high-impact rules
4. 4Archive or delete unused seasonal rules
5. 5Document each rule's purpose for future reference
6. 6Review rule effectiveness quarterly

Seasonal Returns

Configure workflows for seasonal products with specific return windows:

Holiday Items

Example workflow for holiday collections:

1. 1IF: Product Collection = "Holiday 2025"
2. 2THEN:
3. 3 • Set order fulfillment: Prevent request from order fulfillment is greater than 14 days
4. 4 • Resolution: Refund to gift card

Summer Collection

Example workflow for end-of-season returns:

1. 1IF: Product Collection = "Summer 2024"
2. 2AND Return Reason = "End of Season"
3. 3THEN:
4. 4 • Set order created: Prevent request from order created is greater than 14 days
5. 5 • Resolution: Refund to Store Credit

International Returns

Manage returns from different geographical regions:

European Returns

Example workflow for EU customers:

1. 1IF: Return Zone = "Europe"
2. 2THEN:
3. 3 • Action Type: Return
4. 4 • Resolution: Refund by Online Bank Transfer
5. 5 • Method: Ship with any carrier

High-Value Items

Special handling for premium products:

Luxury Products

Example workflow for high-end items:

1. 1IF: Product Tag = "Luxury"
2. 2THEN:
3. 3 • Action Type: Exchange
4. 4 • Method: Ship with pre-paid label

Size/Fit Issues

Streamline exchanges for sizing problems:

Apparel Exchange

Example workflow for clothing sizing:

1. 1IF: Product Type = "Clothing"
2. 2AND Return Reason = "Wrong Size"
3. 3THEN:
4. 4 • Action Type: Exchange
5. 5 • Resolution: Exchange for different size or color
6. 6 • Method: Ship with pre-paid label

Collection-Specific Rules

Manage special collections differently:

Limited Edition Items

Example workflow for exclusive products:

1. 1IF: Product Tag = "Limited Edition"
2. 2OR Product Collection = "Designer Collaboration"
3. 3THEN:
4. 4 • Resolution: Refund to Store Credit

Rule Organization

Keep your workflows manageable and effective:

• Keep rules simple and focused
• • One primary purpose per rule
• • Avoid combining too many conditions
• Use clear, descriptive names
• • Include key condition and action in name
• • Example: "EU-Electronics-14DayWindow"
• Document rule purposes
• • Add notes explaining why rule exists
• • Note who requested or approved it
• Review and update regularly
• • Monthly rule audits
• • Remove obsolete rules
• • Update for seasonal changes

Optimization Strategy

Continuous improvement approach:

1. 1Start with basic rules
2. 2 • Implement 3-5 essential rules first
3. 3 • Cover your most common scenarios
4. 4Monitor results
5. 5 • Track which rules trigger most often
6. 6 • Measure customer satisfaction impact
7. 7 • Check for unintended consequences
8. 8Adjust based on data
9. 9 • Refine conditions that aren't working
10. 10 • Modify actions based on feedback
11. 11Add complexity gradually
12. 12 • Layer in more specific rules over time
13. 13 • Test each addition thoroughly

Maintenance Tips

Regular upkeep ensures workflows stay effective:

• Regular rule review (monthly)
• • Check all active rules
• • Verify they still serve their purpose
• Remove unused rules
• • Delete rules with zero triggers
• • Archive seasonal rules when not applicable
• Update seasonal rules
• • Change dates for new seasons
• • Adjust collections and tags
• Check for disabled methods
• • Verify all actions still work
• • Re-enable any disabled features

Common Issues and Solutions

Resolve workflow problems quickly with these solutions:

Issue: Rule Not Triggering

When a workflow rule doesn't activate as expected:

1. 1Check priority order
2. 2 • Higher priority rules may be matching first
3. 3 • Adjust rule priority if needed
4. 4Verify conditions
5. 5 • Ensure condition values match exactly
6. 6 • Check for typos in tags, collections, SKUs
7. 7 • Verify "ANY" vs "ALL" logic is correct
8. 8Ensure actions are enabled
9. 9 • Go to Settings and verify methods/resolutions are active
10. 10 • Enable any disabled options

Issue: Conflicting Rules

When multiple rules compete or produce unexpected results:

1. 1Review priority settings
2. 2 • Check order of rules in workflow list
3. 3 • Most specific should be highest priority
4. 4Check overlapping conditions
5. 5 • Identify rules with similar conditions
6. 6 • Determine which should take precedence
7. 7Adjust rule specificity
8. 8 • Add more conditions to narrow down matches
9. 9 • Use "ALL" logic for more precise targeting

Issue: Disabled Actions

When workflow actions aren't available:

1. 1Check Settings configuration
2. 2 • Go to Settings → Return/Exchange flow
3. 3 • Verify return methods are enabled
4. 4 • Check refund resolutions are active
5. 5Update rule actions
6. 6 • Remove disabled actions from rule
7. 7 • Replace with available alternatives
8. 8Enable required methods
9. 9 • Activate needed methods in Settings
10. 10 • Configure any required integrations