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
a. How the 'Charge cost of return' action works?
a. How it works
c. Eligibility rules: When will the gift be auto-selected?
How to set up custom workflows
- Go to the Return policy section in your AfterShip Returns admin. Select Workflows.
- Click on Create from scratch to enter the workflow editor.
- 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).
- 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.
- Choose a workflow Action. Decide on the Action you want to apply when conditions are met.
- Once your workflow is configured, click Save and then Enable to activate it.
- 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:
Category | Condition | Description | Supported eCommerce platform |
Order | Countries/Regions | Original order country. | All platforms |
Order | Order date | Purchase date of the order. | All platforms |
Order | Fulfillment date | Fulfillment date of the item. | All platforms |
Order | Delivery date | Delivery date of the item. | All platforms |
Order | Order tag | A tag or identifier associated with the order for categorization or filtering. | Shopify Magento 2 |
Order | Discount code | Discount code for the order/item | Shopify Commerce API |
Order | Discount percentage | Discount percentage of the order/item | Shopify Commerce API |
Order | Order value | The total amount of an order before tax, excluding any applicable taxes or fees. | All platforms |
Product | Product tag | A tag associated with the product for categorization or filtering. | Shopify, WooCommerce, Magento 1 |
Product | Product type | The classification or category that defines the type of product. | Shopify, BigCommerce, Magento 1, Magento 2 |
Product | SKU | The SKU of the product variant. | All platforms |
Product | Vendor | The Vendor of the product. | Shopify, BigCommerce, WooCommerce, SFCC |
Product | Product value | The listed price of a product on the eCommerce platform at the time of purchase, excluding tax. | All platforms |
Return | Return request date | The date and time between when the return request is made and the start of the return window. | All platforms |
Return | Return reason | The reason provided by the customer for returning the item. | All platforms |
Customer | Customer tag | A tag assigned to the customer for categorization or tracking purposes | Shopify |
Available actions
There are two Actions you can choose to apply to a return (more actions will be supported soon), such as:
Action name | Description |
Charge cost of return | You can charge a return fee or override an existing fee. |
Require gift product return | Automatically select the corresponding gift product for return when a customer returns an item that was part of a promotion. |
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.
Rule type | Function |
Routing rule | Sets the base return fee based on the zones. |
Workflow action: Charge cost of return | Modifies the return fee (add to or override the routing rule specific return fee) |
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.
- Click Apply action tab on the workflow preview window.
- In the Actions configuration side tab, click Add action, and select Charge cost of return.
- 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.
- 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.
- 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.
Rule applied | Will gift be auto-selected? |
|---|---|
Outside return window | ✅ Yes |
Item is on a blocklist | ✅ Yes |
Discounted items not accepted | ✅ Yes |
Return requires a questionnaire | ✅ Yes |
Only one return allowed per order | ✅ Yes |
Product quantity limit set in routing rule | ✅ Yes |
SKU-specific limit set | ✅ Yes (but not for limited quantity) |
Item is unfulfilled | ✅ Yes |
Item already requested for return | ❌ No – Will not be auto-selected |
Feature demo
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.
Troubleshooting tips
- Workflow not triggering: Double-check your conditions to ensure they are set correctly and that real-time data from your eCommerce platform is syncing properly.
- Unexpected charges: If the return fee is incorrect, verify if there are overlapping rules or multiple workflows affecting the same return.
- Gift product not automatically selected: Make sure the gift item is identified correctly via SKU or product tag, and that all conditions for gift returns are met.
Key takeaways
- AfterShip Returns enables you to tailor return policies to your business needs, enhancing customer experience and reducing fraud.
- 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.
- 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: 08/08/2025