Articles on: Cancellations and returns

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

Go to Features → Returns and exchanges → Automation.
Select Create rule and give it a Rule name.
Add at least one condition under When.
Add at least one action under Then.
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.

Updated on: 21/08/2026

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