Returns
Open a return when the item is eligible. A refund is a later step.
Configurable workflow example
Sample customer question
“I would like to return the jacket from my last order.”
Information required
- Verified customer and order
- Item, quantity, and reason
- Merchant return window and condition rules
Rules checked
- Item is inside the configured return window
- Fulfillment state allows a return
- Condition and exclusions (for example, final sale) from the merchant policy
Permitted action
Create the configured return request when eligible. Labels and pickup depend on the store's integrations.
Success state
A return request exists in the store's process (for example, RMA created). This is not a refund, approval, or payout.
Escalation
Handoff when identity is incomplete, the item is outside policy, or a human must approve an exception.
Sample activity
- Operation
- Returns
- Rule checked
- 30-day window; delivered items with tags attached (sample policy)
- Action taken
- Created return request RMA-2041
- Result
- Return initiated. Refund not issued at this step.