Workflow Automations

Workflow automations allow you to automate repetitive tasks in your returns process. Set up triggers that automatically perform actions when certain conditions are met.

How Automations Work

Each automation consists of:

1. Trigger - Event that starts the automation
2. Conditions - Optional filters to refine when it runs
3. Actions - What happens when triggered

TRIGGER: RMA status changed to "Received"
CONDITIONS: Return reason = "Warranty"
ACTIONS:
  - Add tag "Warranty-Claim"
  - Assign to Warranty Team
  - Send internal notification

Available Triggers

RMA Triggers

Shipment Triggers

Time-Based Triggers

Available Actions

Communication Actions

Status Actions

Integration Actions

Financial Actions

Creating Automations

Step 1: Define Trigger

Navigate to Settings → Automations → Create Automation

Automation Name: "Auto-approve low-value refunds"
Trigger: Inspection Complete

Step 2: Add Conditions

Filter when the automation runs:

Conditions (ALL must match):
- Inspection result = "Approved"
- Return type = "Refund"
- Refund amount < $50
- Product condition = "Good" or "Like New"

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Automation Conditions

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Step 3: Configure Actions

Define what happens:

Actions:
1. Update Status → "Approved"
2. Process Refund → Original payment method
3. Send Email → "Refund Confirmation" template
4. Add Note → "Auto-approved: Low-value, good condition"

Step 4: Test and Enable

1. Click Test Automation with a sample RMA
2. Review simulated results
3. Enable when satisfied

Automation Examples

Auto-Approve Standard Returns

Automatically approve returns that meet all criteria.

Trigger: Inspection Complete
Conditions:
- Inspection result = Approved
- Order within 30 days
- No previous returns on this order
- Items in resellable condition
Actions:
- Update status to Approved
- Process refund
- Send confirmation email

Escalate Delayed Shipments

Alert when returns are taking too long.

Trigger: Label Not Used (7 days)
Conditions:
- RMA status = Awaiting Return
- Reminder not already sent
Actions:
- Send reminder email to customer
- Add tag "Reminder-Sent"
- Schedule follow-up check (14 days)

Warranty Claim Routing

Route warranty claims to specialist team.

Trigger: RMA Created
Conditions:
- Return reason contains "Warranty"
- OR Return reason contains "Defective"
Actions:
- Assign to "Warranty Team"
- Add tag "Warranty-Claim"
- Set priority to High
- Create Zendesk ticket

VIP Customer Handling

Prioritise returns from valuable customers.

Trigger: RMA Created
Conditions:
- Customer lifetime value > $5000
- OR Customer tag = "VIP"
Actions:
- Set priority to Urgent
- Assign to Senior Team
- Send internal Slack notification
- Add tag "VIP-Return"

Auto-Generate Labels

Send labels automatically when approved.

Trigger: RMA Approved
Conditions:
- Label not already generated
- Shipping method = Prepaid
Actions:
- Generate shipping label
- Send label email
- Update status to Awaiting Return

Fraud Detection Alert

Flag suspicious patterns.

Trigger: RMA Created
Conditions:
- Customer returns in last 90 days > 3
- OR Total return value > $500 this month
Actions:
- Add tag "Review-Required"
- Require manual approval
- Send alert to Loss Prevention
- Block auto-approval

SLA Monitoring

Track processing time commitments.

Trigger: Approaching SLA (24 hours before)
Conditions:
- Status = Received or Inspecting
- Priority = Normal or High
Actions:
- Send internal alert
- Escalate priority
- Add note "SLA deadline approaching"

Post-Refund Feedback

Collect feedback after resolution.

Trigger: Refund Processed
Conditions:
- Return type = Refund
- Feedback not already requested
Actions:
- Wait 2 days
- Send feedback request email
- Add tag "Feedback-Requested"

Conditional Logic

AND vs OR Conditions

AND - All conditions must be true:

- Order value > $100 AND
- Return reason = "Defective" AND
- Customer is verified

OR - Any condition can be true:

- Return reason = "Warranty" OR
- Return reason = "Defective" OR
- Product tag = "Quality-Issue"

Nested Conditions

Combine AND/OR for complex logic:

(Return reason = "Warranty" OR Return reason = "Defective")
AND
Order value > $50
AND
Customer not flagged

Action Sequencing

Actions run in order. Use delays for timing:

1. Update status to Approved [Immediate]
2. Wait 5 minutes
3. Process refund [After delay]
4. Wait 1 hour
5. Send confirmation email [After refund settles]

Error Handling

Configure what happens when actions fail:

Automation Logs

View automation history at Settings → Automations → Logs:

• Trigger timestamp
• Conditions evaluated
• Actions performed
• Success/failure status
• Error details if failed

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Automation Logs

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Performance Tips

Best Practices

• Start with simple automations and add complexity gradually
• Use descriptive names that explain the automation purpose
• Include conditions to prevent infinite loops
• Test with sample data before enabling
• Monitor logs regularly for failures
• Document automations for team reference
• Review and clean up unused automations quarterly

Related Articles

• Return Rules Configuration
• Email Templates
• Integrations Overview