Introduction to requests
Return requests allow you to add an optional, manual check before a consumer can create a return. This gives you additional control over your return process and helps prevent unnecessary or avoidable returns.
By introducing a manual approval step, you can make sure that certain types of returns are reviewed first. Whether for quality reasons, cost considerations, or to provide better guidance to the consumer.
When to Use Requests
Requests can be helpful in many scenarios. Below are some common examples:
1. Damaged Items
Returns where the return reason is “Damaged” must first be approved.
This ensures your team can verify the claim and possibly request supporting documentation before allowing the return.
2. High-Value or Brand-Sensitive Products
You may want to add rules such as:
- Reason = Damaged
- Product value > €50
- Brand = Apple
In this case, the return must be approved first to ensure appropriate handling.
3. Low-Value Returns
For products under €15, a return might not be necessary.
A request allows your team to offer an alternative solution—such as a refund without return—saving both time and shipping costs.
4. Electronics Troubleshooting
Returns in the Electronics category with the reason “Product does not work” may need approval first.
Often, the issue can be resolved by helping the consumer understand how the product works, preventing an unnecessary return.
Activating Requests
Requests are enabled through Return Rules.
With Return Rules, you can define exactly which returns require approval before the consumer can proceed. Once a return meets the conditions you set, it will be routed to your team for review rather than being created immediately.
This allows you to customize the approval process based on:
- Return reasons
- Product categories
- Product value
- Brand
- Any combination of conditions that fits your workflow