Knowledge Base

Condition-based Workflows: A Complete Guide

48 18 November, 2024

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:

  1. High-volume returns handling
    • Automate common return scenarios
    • Process returns faster
    • Maintain consistent service quality
  2. Region-specific return policies
    • Set different rules by geographical zones
    • Customize return methods by location
    • Manage international returns effectively
  3. 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

  1. Go to Settings → Workflow
  2. Click “Create workflow”
  3. Name your rule descriptively
  4. 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

  1. Keep rules simple and focused
  2. Use clear, descriptive names
  3. Document rule purposes
  4. Review and update regularly

Optimization Strategy

  1. Start with basic rules
  2. Monitor results
  3. Adjust based on data
  4. 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