> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.accounteditor.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Approve returns automatically Most returns are routine. Automation rules handle those, so your team only sees the ones needing judgement. Build them under **Features → Returns and exchanges → Automation**. Each rule is **When** something is true, **Then** do this. Rules run top to bottom, and the first match wins. ## What this does If you approve every return by hand, you spend your time on the easy ones. A cheap item, inside the window, with a common reason, always gets approved. That decision can be made for you. ## Build a rule 1. Go to **Features → Returns and exchanges → Automation**. 2. Select **Create rule** and give it a **Rule name**. 3. Add at least one condition under **When**. 4. Add at least one action under **Then**. 5. Save. **Rules run top to bottom. The first rule that matches is the one that applies.** Put your narrowest rules first, or a broad one will catch everything. Each rule shows how many times it has run, so you can see which are doing the work. ## Conditions * **Return reason** — Why the customer is returning * **Resolution** — What they asked for * **Order value** — What the order was worth * **Days since delivery** — How long they have had it * **Item is final sale** — Whether it was a final-sale item * **Order tag** — Tags on the order * **Customer tag** — Tags on the customer * **Product tag** — Tags on the product * **Item condition** — What condition they reported * **Discount used** — Whether a discount was applied Operators: **is**, **is not**, **is less than**, **is greater than**. ## Actions * **Auto-approve request** — Approves without review * **Auto-reject request** — Rejects without review * **Flag for manual review** — Holds it for a person * **Flag for fraud review** — Marks it as suspicious * **Waive return fee** — Drops the fee for this one * **Apply restocking fee** — Charges the fee * **Offer bonus store credit** — Adds a bonus if they take credit * **Auto-refund the customer** — Pays on approval * **Auto-issue store credit** — Issues credit on approval ## Rules worth building first * **Approve the easy ones** — When: Order value is less than your threshold, and days since delivery is less than your window — Then: Auto-approve * **Catch the suspicious ones** — When: Days since delivery is greater than your window — Then: Flag for manual review * **Be generous when it is your fault** — When: Return reason is Damaged — Then: Waive return fee, and auto-approve * **Reward taking credit** — When: Resolution is Store credit — Then: Offer bonus store credit * **Watch repeat returners** — When: Customer tag is your frequent-returner tag — Then: Flag for fraud review Start with the first one. It removes the most work for the least risk. ## Watch the results Three figures at the top of the tab: * **Requests auto-resolved** — how many needed no person * **Avg. resolution time** — how fast requests close * **Retained value** — order value kept through exchanges and store credit **Retained value is the one that matters.** It is money that stayed with you instead of going back on a card. ## Good to know **First match wins.** Rules do not stack. Once one matches, the rest are skipped. Order them from most specific to most general. **Approve manually for a few weeks first.** You cannot write good rules until you have seen what actually comes through. Automate the pattern you observe, not the one you expect. **Auto-approve does not mean auto-refund.** Approving tells the customer to send the item back. Paying is a separate action, and you can keep that manual while automating approval. **A rule that never runs is worse than none.** Check the run counts. A rule with zero runs is either wrong or unreachable behind a broader one. ## Troubleshooting * **A rule never runs** — Why: A broader rule above it matches first — Fix: Move it up * **Everything is auto-approved** — Why: A rule has no narrowing condition — Fix: Add conditions * **Rules do nothing at all** — Why: None are active — Fix: Check the active count * **A rule will not save** — Why: It needs a name, a condition and an action — Fix: Add whichever is missing * **Refunds go out too fast** — Why: An auto-refund action is on — Fix: Remove it and pay manually * **Fraud flags never fire** — Why: The tag does not match Shopify's — Fix: Copy the tag from a real customer ## FAQ ### Should I automate returns straight away? No. Approve by hand for a few weeks first. You need to see the real pattern before you can write rules that fit it. ### What is the safest rule to start with? Auto-approve low-value returns inside your window. Little risk, and it removes most of the work. ### Can a rule both approve and refund? Yes, but keep them separate at first. Approve automatically and pay manually until you trust the rules. ### What happens if two rules match? Only the first one runs. Rules never stack. ### How do I stop fraudulent returns? Flag rather than reject. Use **Flag for fraud review** on your warning signs, and let a person decide. ## Related articles * [Manage return requests](/en/article/manage-return-requests-1pzfabc/) * [Set up returns and exchanges](/en/article/set-up-returns-and-exchanges-1oo6o3g/) * [Offer store credit instead of a refund](/en/article/offer-store-credit-instead-of-a-refund-if3efm/) * [Send return shipping labels](/en/article/send-return-shipping-labels-xc0wu8/)