Return Rules Configuration | ReturnMate Help Centre

Return rules allow you to automate return eligibility decisions, routing, and actions based on conditions you define. This guide covers creating and managing advanced return rules.

Understanding Return Rules

Return rules evaluate conditions when a customer initiates a return and automatically:

Allow or deny the return request
Route returns to specific warehouses
Apply fees or free shipping
Require approvals for certain items
Set refund methods (original payment, store credit, exchange)

Rule Components

Each rule consists of:

Component	Description
Name	Descriptive name for the rule
Priority	Order of evaluation (lower = first)
Conditions	When the rule applies
Actions	What happens when conditions match
Status	Active or disabled

Creating a Return Rule

Step 1: Navigate to Rules

Go to Settings → Return Rules
Click Create Rule
Enter a descriptive name

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Create Return Rule

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The return rule creation interface

Step 2: Define Conditions

Conditions determine when the rule applies. You can combine multiple conditions with AND/OR logic.

Order Conditions

Condition	Operators	Example
Order total	Greater than, Less than, Equals	Order total > $100
Order date	Within days, Before, After	Order within 30 days
Order tags	Contains, Does not contain	Tag contains "VIP"
Discount applied	Percentage, Amount	Discount > 50%
Payment method	Equals	Payment = Afterpay

Product Conditions

Condition	Operators	Example
Product type	Equals, Contains	Type = "Electronics"
Product tags	Contains, Does not contain	Tag = "Final Sale"
Product vendor	Equals	Vendor = "Apple"
SKU	Starts with, Contains	SKU starts with "PROMO-"
Price	Greater than, Less than	Price > $500
Collection	In, Not in	In "Clearance" collection

Customer Conditions

Condition	Operators	Example
Customer tags	Contains	Tag = "Wholesale"
Total orders	Greater than, Less than	Orders > 5
Total spent	Greater than, Less than	Spent > $1000
Account created	Within days, Before	Account > 1 year old

Return Conditions

Condition	Operators	Example
Return reason	Equals, Contains	Reason = "Damaged"
Return type	Equals	Type = "Exchange"
Items count	Greater than, Less than	Items > 3

Step 3: Configure Actions

Actions define what happens when conditions are met.

Eligibility Actions

Allow Return: Yes/No
Require Approval: Yes/No
Approval Reason: "High value item requires review"

Shipping Actions

Free Shipping: Yes/No
Shipping Method: Customer pays / Prepaid label / Carrier pickup
Carrier Override: StarTrack (ignore default carrier)

Refund Actions

Refund Method: Original payment / Store credit only / Exchange only
Restocking Fee: Percentage or fixed amount
Refund Adjustment: Deduct shipping / Full refund

Routing Actions

Warehouse: Sydney Warehouse
Priority: High / Normal / Low
Auto-approve inspection: Yes/No

Rule Examples

Example 1: Block Final Sale Items

Prevent returns on items marked as final sale.

Conditions:

Product tags contains "Final Sale"

Actions:

Allow Return: No
Denial Message: "This item was purchased as final sale and cannot be returned."

Example 2: Free Returns for VIP Customers

Offer free return shipping to loyal customers.

Conditions:

Customer total spent > $2000
OR Customer tags contains "VIP"

Actions:

Free Shipping: Yes
Carrier: Express Post

Example 3: Require Approval for High-Value Items

Manual review for expensive returns.

Conditions:

Product price > $500

Actions:

Require Approval: Yes
Approval Reason: "High value item - verify condition before processing"

Example 4: Store Credit Only for Sale Items

Issue store credit instead of refunds for discounted purchases.

Conditions:

Discount percentage > 30%

Actions:

Refund Method: Store credit only
Message: "Items purchased on sale are eligible for store credit only."

Example 5: Extended Window for Warranty Items

Allow longer return window for warranty-related returns.

Conditions:

Return reason contains "Warranty"
OR Return reason contains "Defective"

Actions:

Allow Return: Yes (override standard window)
Free Shipping: Yes
Route to: Warranty Processing Centre

Example 6: Restocking Fee for Changed Mind

Apply fee when customer simply changed their mind.

Conditions:

Return reason = "Changed my mind"
Order date > 14 days ago

Actions:

Restocking Fee: 15%
Message: "A 15% restocking fee applies to change-of-mind returns after 14 days."

Rule Priority and Conflicts

Priority Order

Rules are evaluated from lowest to highest priority number:

Priority 1 rules evaluate first
Priority 10 rules evaluate after priority 1
First matching rule wins (unless configured otherwise)

Conflict Resolution

When multiple rules match:

Setting	Behaviour
First Match Wins	Only first matching rule applies
Most Restrictive	Strictest outcome applies
Combine Actions	Non-conflicting actions merge

Rule Priority

Place your most specific rules at lower priority numbers. Generic fallback rules should have higher numbers.

Rule Groups

Organise rules into groups for easier management:

Eligibility Rules - Allow/deny decisions
Shipping Rules - Carrier and cost decisions
Processing Rules - Routing and handling
Financial Rules - Refund methods and fees

Testing Rules

Before activating rules:

Click Test Rule in the rule editor
Enter a sample order number
Review which rules would match
Verify the expected actions
Adjust conditions as needed

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Rule Testing Interface

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Testing a return rule with a sample order

Rule Analytics

Monitor rule performance in Settings → Return Rules → Analytics:

How often each rule triggers
Approval rates for approval rules
Revenue impact of fee rules
Customer satisfaction by rule outcome

Best Practices

Start with simple rules and add complexity as needed
Use descriptive names that explain the rule purpose
Test rules thoroughly before enabling
Document rule logic for team reference
Review rule performance monthly
Disable unused rules rather than deleting