E-commerce

Returns Workflow Guide

Streamline return requests with automated workflows. From request to refund, handled efficiently.

Automated Requests

Customers can initiate returns through your portal or widget.

Approval Workflows

Set rules for auto-approval or manual review based on criteria.

Status Updates

Automatic emails keep customers informed at every step.

Refund Triggers

Integrate with your payment processor to automate refunds.

Returns Workflow

A complete returns process with automation at every step.

Customer Requests Return

Manual

Customer submits a return request through your portal.

return_requested

Eligibility Check

Automated

System checks return policy (30 days, item condition, etc.).

eligibility_check

Approval

Automated

Auto-approved if eligible, or routed to agent for review.

approved

Shipping Label Sent

Automated

Return shipping label is emailed to customer.

label_sent

Item Received

Manual

Warehouse confirms receipt and inspects item.

item_received

Refund Processed

Automated

Refund is issued to original payment method.

refunded

API Integration

Build returns automation with our API.

Create Return Request Ticket

POST /v1/workspaces/ws_xxx/tickets
{
  "subject": "Return Request - Order #1234",
  "customer_email": "[email protected]",
  "status": "return_requested",
  "custom_fields": {
    "order_id": "1234",
    "return_reason": "wrong_size",
    "items_to_return": ["SKU-001"],
    "original_order_total": 149.00
  }
}

Update Status via Webhook

# When warehouse receives item, update ticket:
PATCH /v1/workspaces/ws_xxx/tickets/tkt_xxx
{
  "status": "item_received",
  "custom_fields": {
    "received_date": "2024-01-15",
    "condition": "good",
    "refund_amount": 149.00
  }
}

Listen for Status Changes

# Set up webhook for ticket.updated events
POST /v1/workspaces/ws_xxx/webhooks
{
  "url": "https://your-app.com/webhooks/dispatch",
  "events": ["ticket.updated"]
}

# When status changes to "refunded",
# trigger refund in your payment processor

Automate Your Returns Process

Reduce manual work and keep customers happy.