New workflows

A workflow is a feature that helps merchants create and manage rules for return handling.

A workflow can include:

• Automation workflows, which help merchants reduce manual review work. For more details, please visit the Automation Workflows article.

• Specific workflows, which handle special return scenarios outside the universal return policy.

Because workflows can affect how returns are processed, we recommend testing them before using them in production.

Setup

In the ParcelWILL Return admin, go to: Return settings > Automation workflows.This is where you can view and manage all workflows.

Specific workflow

A specific workflow is used to set rules for special return policies. In simple terms, it controls what customers can see or able to select in the return center. It does not handle return requests after they are submitted.

When you open a workflow, you will see instruction cards:

• A condition card, where you define when the workflow should be triggered

• An action card, where you define what happens when the conditions are met

First, give the workflow a name. This name is for your own internal management. And then, click on a card to edit its details in the left panel.

Conditions

Return-related conditions

• Return item count

  • The number of items selected by the customer in the current return request.

• Return solution

  • The return solution the customer selects.

• Return shipment origin

  • The country where the original order was placed.

• Return shipping method

  • The return shipping method selected by the customer.

• Return request paid value

  • The actual amount the customer paid for the returned items.This is the real money value you originally received for this return request, after discounts.

• Return request item value

  • The original listed price of the returned items. This value is calculated before any discounts and does not reflect what the customer actually paid.

• Return shipment status

  • The shipment status of returned items after the customer ships them. This condition only works for auto-exchange and auto-refund workflows.

Customer related conditions

• Customer tag

  • The tag applied to the customer.

• Customer history order

  • The total number of previous orders placed by the customer, using Shopify customer_id

• Customer history return count

  • The number of previous returns created by the customer through ParcelWILL Return.

• Customer spent amount

  • The total amount the customer has spent, based on Shopify records.

Order related conditions

• Order discount

  • The discount level of the original order. This discount does not include part from shipping fee and tax. Only items are included.

• Order tag:

  • The tag applied to the original order.

• Order history return count

  • The number of history returns already created for this order.

• Order date

  • The date the original order was placed.

• Order postal code

  • The postal code of the original shipping address.

Product related conditions

• Product return reason

  • The return reason of a product. If a return request contains multiple products, the action is triggered when any item matches the reason.

• Product tag

  • The product tag of the returned item. If a return request contains multiple products, the action is triggered when any item matches the tag.

• Product type

  • The product type of the returned item. If a return request contains multiple products, the action is triggered when any item matches the type.

• Product SKU

  • The SKU of the returned item. If a return request contains multiple products, the action is triggered when any item matches the SKU.

• Product discount

  • The discount applied to a specific returned item. If a return request contains multiple products, the action is triggered when any item matches the condition.

Actions

Actions define what happens after conditions are met. You can add multiple actions to a single workflow, but some actions cannot be used together.

The following actions are available:

• Block item from return

  • Prevent customers from returning specific items.

• Offer return shipping method

  • Offer specific return shipping method for certain scenarios.

• Offer return solution

  • Offer specific return solutions for certain scenarios.

• Set return window

  • Extend or shorten the return window to override the universal setting.

• Partial refund

  • Deduct a fixed amount or percentage from the original item value. This creates an adjustment value and prevents a full refund. Commonly used for green returns.

• Add restocking fee

  • Override the universal restocking fee setting.

• Add shipping fee

  • Override the universal return shipping fee setting.

• Apply return rewards

  • Override the universal return reward setting

Use of Workflow

A warning icon will appear when something in the workflow needs to be fixed. This usually happens when:

• A condition, action, or intermediate step is left empty

• Required settings or instructions are not fully completed

Please complete all required fields to make the workflow valid.

Incompatible actions and conditions

ParcelWILL Returns allows you to build flexible automation workflows. However, not all conditions and actions work together, and some actions may conflict with each other.

To avoid invalid or ineffective workflows:

• Incompatible actions will be disabled and cannot be selected.

• If a condition conflicts with an action, a warning banner will appear on the action with an explanation.

These checks help ensure your workflow can run correctly and as expected.