Returns Workflow

The ReturnMate returns workflow guides each return from initial request through to final resolution. Understanding this workflow helps you process returns efficiently and provide excellent customer service.

Workflow Overview

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Returns Workflow Diagram

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The typical return follows these stages:

1. Request → Customer initiates return
2. Review → Team reviews and approves
3. Ship → Customer sends package
4. Receive → Warehouse receives package
5. Inspect → Items are assessed
6. Resolve → Refund, exchange, or credit issued

Stage 1: Return Request

Customer-Initiated Returns

Customers initiate returns through your branded return portal:

1. Customer visits your return portal URL
2. Enters order number or email to find their order
3. Selects items to return
4. Chooses return reason
5. Uploads photos (if required)
6. Submits the request

Staff-Created Returns

Your team can create returns manually:

1. In ReturnMate, click Create RMA
2. Search for the customer's order
3. Select items and reasons
4. Add any notes or documentation
5. Submit the RMA

Stage 2: Review & Approval

Depending on your settings, returns may be:

Auto-Approved

Returns that meet all criteria are approved automatically:

• Within return window
• Standard return reasons
• No high-value thresholds exceeded

Requires Review

Returns flagged for manual review:

• High-value items
• Outside standard return window
• Warranty claims
• Damage claims requiring verification

Review Process

1. Return appears in the Pending Review queue
2. Staff reviews return details and photos
3. Approves, requests more information, or rejects
4. Customer is notified of decision

Stage 3: Shipping

Once approved, the customer receives shipping instructions:

Prepaid Label

If your policy provides free returns:

1. ReturnMate generates a shipping label
2. Label is emailed to the customer
3. Customer prints and attaches label
4. Customer drops off at carrier location

Customer-Paid Returns

If the customer pays for shipping:

1. Customer receives return address
2. Customer arranges their own shipping
3. Customer provides tracking number (optional)

Collection Booking

For bulky items or customer convenience:

1. Staff books a collection through ReturnMate
2. Carrier collects from customer's address
3. Tracking is automatically updated

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Shipping Label Generation

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Stage 4: Receiving

When the package arrives at your warehouse:

Quick Receiving

For standard returns:

1. Scan the RMA barcode or enter RMA number
2. Confirm package arrival
3. Status updates to "Received"
4. Customer is notified automatically

Detailed Receiving

For returns requiring inspection:

1. Scan or enter the RMA number
2. Check items against expected list
3. Note any discrepancies
4. Upload photos of received items
5. Move to inspection queue

Stage 5: Inspection

Assess the returned items:

Standard Inspection

1. Verify item matches the RMA
2. Check condition against return reason
3. Assess if item is resaleable
4. Record condition notes

Condition Grades

Documentation

• Take photos of item condition
• Note any damage or missing parts
• Document serial numbers for warranty items
• Record assessment in the timeline

Stage 6: Resolution

Complete the return with the appropriate resolution:

Refund

Issue a refund to the customer:

1. Confirm refund amount
2. Apply any deductions (restocking fees, shipping)
3. Process refund to original payment method
4. Customer receives confirmation email

Exchange

Send a replacement item:

1. Select replacement product/variant
2. Confirm shipping address
3. Create exchange shipment
4. Provide customer with new tracking

Store Credit

Issue credit for future purchases:

1. Calculate credit amount
2. Create credit in Shopify
3. Customer receives credit code via email

Reject

If the return doesn't qualify:

1. Document reason for rejection
2. Offer alternatives (repair, partial credit)
3. Arrange return of item to customer
4. Customer is notified with explanation

Workflow Automation

ReturnMate can automate parts of the workflow:

Auto-Approve Rules

Configure automatic approval for:

• Returns within X days of delivery
• Specific return reasons
• Orders under a certain value
• Repeat customers

Auto-Refund Rules

Automatically process refunds when:

• Items pass inspection
• Condition meets threshold
• No manual review required

Email Automation

Trigger emails at each stage:

• Request received
• Label sent
• Package received
• Refund processed

Workflow Metrics

Track workflow performance in Reports:

Related Articles

• Approvals, Labels & Tracking
• Receiving Returns
• Refunds vs Exchanges vs Store Credit