Condition-based Workflows: A Complete Guide

What is Condition-based Workflow?

A powerful automation tool that helps you manage returns more efficiently by:
Creating custom rules for different return scenarios
Automating return decisions based on specific conditions
Ensuring consistent customer experience
Saving time on manual return processing

When Should You Use Workflows?

Perfect for:
High-volume returns handling
Automate common return scenarios
Process returns faster
Maintain consistent service quality
Region-specific return policies
Set different rules by geographical zones
Customize return methods by location
Manage international returns effectively
Product-specific return rules
Different policies for various product types
Special handling for specific collections
Custom rules for SKUs

Setting Up Your First Workflow

Step 1: Plan Your Rule

Before creating, consider:
What triggers the rule? (conditions)
What should happen? (actions)
Rule priority in your overall return process

Step 2: Create Basic Structure

Go to Settings → Workflow
Click “Create workflow”
Name your rule descriptively
Choose condition logic (Any/All)

Step 3: Set Smart Conditions

Choose conditions based on:
Product details (type, tags, collections, SKU)
Return information (reason, zone)
Pro Tip: Start with broader conditions and refine based on results

Step 4: Define Actions

Select appropriate:
Return or exchange type
Return method
Resolution
Important: Ensure all selected actions are enabled in Settings

Advanced Usage Tips

Priority Management

More specific rules → Higher priority
General rules → Lower priority
Regular review of rule order
Maximum 20 rules – use them wisely

Common Scenarios and Solutions

**Seasonal Returns**

Holiday Items

IF: Product Collection = "Holiday 2023"
THEN:
- Action Type: Return

Summer Collection

IF: Product Collection = "Summer 2024"
AND Return Reason = "End of Season"
THEN:
- Resolution: Refund to Store Credit

**International Returns**

European Returns

IF: Return Zone = "Europe"
THEN:
- Action Type: Return
- Resolution: Refund by Online Bank Transfer
- Method: Ship with any carrier

High-Value Items

Luxury Products

IF: Product Tag = "Luxury"
THEN:
- Action Type: Exchange
- Method: Ship with pre-paid label

Size/Fit Issues

Apparel Exchange

IF: Product Type = "Clothing"
AND Return Reason = "Wrong Size"
THEN:
- Action Type: Exchange
- Resolution: Exchange for different size or color
- Method: Ship with pre-paid label

Collection-Specific Rules

Limited Edition Items

IF: Product Tag = "Limited Edition"
OR Product Collection = "Designer Collaboration"
THEN:
- Resolution: Refund to Store Credit

Best Practices

Rule Organization

Keep rules simple and focused
Use clear, descriptive names
Document rule purposes
Review and update regularly

Optimization Strategy

Start with basic rules
Monitor results
Adjust based on data
Add complexity gradually

Maintenance Tips

Regular rule review (monthly)
Remove unused rules
Update seasonal rules
Check for disabled methods

Troubleshooting Guide

Common Issues and Solutions

Enable required methods
Rule Not Triggering
Check priority order
Verify conditions
Ensure actions are enabled
Conflicting Rules
Review priority settings
Check overlapping conditions
Adjust rule specificity
Disabled Actions
Check Settings configuration
Update rule actions

Updated on: 02/06/2025