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Returns and exchange processing

Automates the entire returns and exchange process from customer request to refund/replacement, reducing manual processing time and improving customer satisfaction through faster resolution.

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Workflow Trigger

Customer submits return or exchange request through online store or customer service portal.

Visual Flow

Each node represents an automated step. Connections show how data and decisions move through the workflow.

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

  1. 1
    Trigger

    Receive return request

    Customer initiates return or exchange request with order details and reason. System captures request data and creates case record.

    ShopifyGorgias
  2. 2
    Action

    Validate return eligibility

    System checks order date, return policy terms, product condition requirements, and return window to verify request validity.

    Shopify
  3. 3
    Decision

    Determine return type

    Workflow branches based on whether customer wants refund, exchange for same item, or exchange for different item.

    Gorgias
  4. 4
    Action

    Generate return shipping label

    System creates prepaid return shipping label and sends it to customer via email with return instructions.

    ShipBobKlaviyo
  5. 5
    Action

    Process inventory and payment

    Upon item receipt, system updates inventory levels and processes refund or initiates replacement shipment based on return type.

    ShopifyShipBob
  6. 6
    Action

    Send completion notification

    Customer receives automated email confirming return processing with refund details or tracking information for replacement.

    KlaviyoGorgias
  7. 7
    Output

    Update customer records

    Final step updates customer profile with return history and closes support case with resolution details.

    ShopifyGorgias

Outputs

  • Return authorization number
  • Prepaid return shipping label
  • Refund processed or replacement shipped
  • Customer satisfaction survey

Key Metrics

  • Return processing time
  • Return approval rate
  • Customer satisfaction score

Tools & Integrations

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