Advanced rules allow further customisation of the way returns are processed. They can often replace the traditional swap_noentry and other similar tags.
Advanced rules are defined by actions and conditions. ‘Actions’ are exactly what you want the rule to do, such as making an order ineligible for return. ‘Conditions’ are the identifying factors of an order that will be used to assess whether the action should run. They can be mixed and matched, and you can select multiple conditions.
Setting Up Advanced Rules
To set up advanced rules, head to your Returns Dashboard. Under ‘Returns’, click ‘Advanced Rules’.
Enabling Advanced Rules
To enable or disable Advanced Rules, use this toggle:
Adding a new rule
To add a new rule, use this button:
Activate or deactivate a rule
To activate or deactivate a rule, use this toggle:
Edit or delete a rule
To completely remove or to change a rule, use these buttons:
Actions
Actions define the rule's outcome. Depending on the action(s) selected, different conditions will be available.
There are multiple actions available:
Order is not eligible for return
This action allows you to block an entire order from being returned, ensuring that no items within that order can be returned to the seller. This can be useful when returning items is not allowed due to specific sales policies.
Order is only eligible for the following return types
This action lets you specify the return types for which orders can be eligible. You can ensure that certain orders can only be returned for shop now or later credit or that some orders may only be exchanged.
Order receives free return postage
This action allows you to make certain orders eligible for free return postage, providing customers with added convenience and potentially increasing their satisfaction with your service.
Order receives discounted return postage of (%)
This action enables you to designate specific orders as eligible for discounted postage rates, which can be set as a percentage of the original postage cost.
Order is not eligible for a store credit bonus
This action provides the option to block or allow orders from receiving the bonus amount when customers opt for store credit.
Order receives a handling fee
This action lets you incorporate an additional handling fee when processing a return order. By doing so, you can cover any administrative or logistical costs associated with the return.
Set postage fee to
This action provides flexibility in adjusting the amount you need to pay for shipping, ensuring that you can tailor the postage costs to different scenarios.
Multiply postage fee by
This action enables you to charge a higher-priced return postage rate by multiplying the current rate. This means that, instead of using the standard rate, you can apply a multiplier to increase the cost of return postage.
Product is not eligible for return
This action allows you to block customers from returning specific products. Implementing this will give you greater control over your inventory and reduce the costs associated with processing returns.
Return will be processed automatically
This action lets you specify and customize which returns you'd like to process automatically, giving you greater control and flexibility over your return management process.
Return will be processed automatically after X days
This action allows you to specify which returns you’d like to process automatically after a set amount of days. By doing so, you can streamline your return processing workflow.
Return requires review
This action allows you to mandate that the return be reviewed, which is particularly beneficial in scenarios where automatic return handling is in place.
Return’s products do not need to be returned
This action eliminates the need to return a product, such as when the product's value is too low to justify the hassle and expense of processing the return.
Set shipping carriers to
This action allows you to mandate using a specific carrier for the shipping process. This ensures that the designated carrier or carriers will be exclusively used to return the order.
Trigger a webhook with the return data
This action lets you send return data to an external system through a specified webhook URL. You can use this to integrate with other services or applications. Read more about the Webhook for Return Data API.
Set Return Window
This action lets you override the current return window policy and change it to set dates.
Conditions
You can not use every condition with every action. Instead, each action has its own list of conditions. Here is a list of all conditions and what they do:
| Condition | Use | Further Specification |
|---|---|---|
| Order is tagged with | Targets orders based on specific tags, e.g., VIP customers, high-priority orders. | Tag |
| Order is not tagged with | Targets orders that lack a specific tag. | Tag |
| Order was made using a gift card | Targets orders that were paid for with gift cards. | None |
| Order was not made using a gift card | Targets orders paid by methods other than gift cards | None |
| Order was made between two dates | Targets orders within a specific time range. | Start and end date |
| Order's value is | Targets orders based on the order value. | Monetary value with comparison operators |
| Order was made using one of the following discount codes | Targets specific promotions. | Discount codes |
| Order number is one of the following | Targets individual orders by order number. | Multiple order numbers or csv file |
| Order number is not one of the following | Targets orders with order numbers other than the one specified. | Multiple order numbers or csv file |
| Order was made between some days ago | Targets orders between a specific amount of days ago | max to min days ago |
| Order was made from one of the following countries | Targets orders from specific regions. | Multiple countries |
| Order was not made from one of the following countries | Exclude orders from certain countries. | Multiple countries |
| Order is discounted | Targets discounted orders. | None |
| Customer has purchased more than X times in Y days | Targets frequent buyers. | Amount of times and amount of days |
| Customer is tagged with | Targets based on customer tags. | Tag |
| Customer's email is one of the following | Targets specific customers. | Multiple email addresses or csv file |
| Customer's email is not one of the following | Exclude certain customers from processing by email. | Multiple email addresses or csv file |
| Customer has returned more than X times in Y days | Targets frequent returners. | Amount of times and amount of days |
| Product is tagged with | Targets orders containing certain tagged products. | Tag |
| Product is not tagged with | Exclude orders with products missing specific tags. | Tag |
| Product's value is | Targets products based on product price. | Monetary value with comparison operators |
| Product's name is | Targets specific products by name. | Name |
| Product's SKU is | Targets individual SKUs. | SKU |
| Product discount is | Targets products with specific discounts. | Percentage with comparison operators based on Variant price or Compare to price |
| Return's type is one of the following | Targets orders differently based on type | Refund, Shop Now Credit, Shop Later Credit, Exchange, Additional Payment, Recycle |
| Return's type is not one of the following | Exclude certain types of returns. | Refund, Shop Now Credit, Shop Later Credit, Exchange, Additional Payment, Recycle |
| Return's type is all of the following | Targets returns with multiple types. | Refund, Shop Now Credit, Shop Later Credit, Exchange, Additional Payment, Recycle |
| Return's type is not all of the following | Exclude returns that don’t meet a specific combination of types. | Refund, Shop Now Credit, Shop Later Credit, Exchange, Additional Payment, Recycle |
| Return's number of items is | Targets returns with a certain number of items. | Amount with comparison operators |
| Return's shipping status is one of the following | Targets returns based on the shipping status. | Pre-Transit, In-Transit, Delivered, Own Label, Not Available, Return to Store, Green Return |
| Return's total package weight is (grams) | Targets returns based on package weight. | Weight in grams with comparison operators |
| Return's total value is | Targets orders based on the value of the returned items. | Monetary value with comparison operators |
| Return has X number of items tagged with | Targets orders with a number specific tagged items in a return. | Amount of items and tag |
Multiple actions and conditions
It is possible to further customise the returns process by combining multiple actions and multiple conditions.
Once you have chosen your desired action(s), you will be able to see all of the available conditions for the advanced rule:
In addition to multiple actions, it is possible to have AND and OR options for the conditions depending on your criteria and desired outcome. However, it’s worth noting that you cannot have a mix of AND and OR conditions in one rule.
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