Automating Your Return Process

Return Automation Guide

Automate repetitive return tasks to save time, reduce errors, and provide faster customer service. Businesses using automation process returns 5x faster.

Benefits of Return Automation

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Automation Features in atoship

1. Auto-Approval Rules

Set conditions for automatic return approval without human review:

Basic Rules:

IF order_value < $50
AND return_reason IN ["too_small", "too_large", "changed_mind"]
AND days_since_delivery < 30
THEN auto_approve

Advanced Rules:

IF customer_lifetime_value > $500
OR customer_tier = "VIP"
THEN auto_approve (any reason)

IF product_category = "electronics"
AND return_reason = "defective"
THEN require_photo AND auto_approve

Configuration:

1. Go to Settings → Returns → Automation Rules
2. Click "Add Rule"
3. Set conditions (order value, reason, customer tier, etc.)
4. Set actions (approve, require photo, route to review)
5. Test with sample returns
6. Enable rule

2. Automatic Label Generation

Generate labels immediately upon approval:

Settings:

• Enable "Auto-generate label on approval"
• Set default carrier preference (e.g., cheapest, USPS, fastest)
• Choose label type (prepaid, pay-on-use, QR code)
• Configure delivery method (email, SMS, both)

Smart Carrier Selection:

IF package_weight < 1 lb → USPS Ground Advantage
IF package_weight 1-5 lbs → Compare USPS vs UPS, choose cheapest
IF customer_state IN ["CA", "NV", "AZ", "OR", "WA"] → Consider OnTrac

3. QR Code Auto-Delivery

Automatically send QR codes via:

• Email (with drop-off location finder)
• SMS (direct link to QR code)
• Both (redundancy for important returns)

{
  "delivery_method": "email_and_sms",
  "email_template": "return_qr_code",
  "sms_message": "Your return QR code is ready: {{qr_url}}",
  "include_dropoff_map": true
}

4. Auto-Refund Processing

Automatically process refunds when conditions are met:

Trigger Options:

• Return delivered and scanned
• Inspection completed (if required)
• Waiting period passed (e.g., 24 hours)
• Manager approval (for high value)

Refund Destinations:

• Original payment method
• Store credit (optional bonus)
• Wallet balance

Payment Processor Integration:

• Stripe (automatic)
• PayPal (automatic)
• Shopify Payments (automatic)
• Square (automatic)

5. Status Update Webhooks

Trigger external actions based on return status:

{
  "event": "return.delivered",
  "webhook_url": "https://yourapp.com/webhooks/return",
  "actions": [
    "create_inspection_task",
    "notify_warehouse_slack",
    "update_inventory_status",
    "start_refund_timer"
  ]
}

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Building Automation Workflows

Basic Workflow (Recommended Start)

1. Customer requests return
   ↓
2. Auto-check eligibility (within window, item eligible)
   ↓ Pass
3. Auto-approve if meets criteria
   ↓
4. Auto-generate pay-on-use QR code
   ↓
5. Auto-email + SMS to customer
   ↓
6. [Customer drops off package]
   ↓
7. Package delivered notification
   ↓
8. Auto-start 24-hour inspection window
   ↓
9. Auto-process refund after inspection
   ↓
10. Auto-email refund confirmation

Advanced Workflow (High Volume)

Add conditional paths:

VIP Fast-Track:

• VIP customers skip inspection
• Refund on delivery confirmation
• Priority support queue

High-Value Review:

• Orders >$200 require manual approval
• Photo documentation required
• Manager notification

Fraud Detection:

• Flag customers with >3 returns in 30 days
• Flag returns >$500
• Route to review queue

Inventory Intelligence:

• Auto-restock items in good condition
• Route damaged items to liquidation
• Update inventory counts in real-time

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Integration Automations

Shopify

// Shopify webhook → atoship
// When order is returned in atoship:
{
  "shopify_actions": [
    "update_order_status",
    "adjust_inventory",
    "add_order_note",
    "trigger_email_flow"
  ]
}

Available Actions:

• Update order financial status
• Add return tags to order
• Adjust inventory counts
• Trigger Klaviyo/Mailchimp flows

WooCommerce

• Auto-sync return status to order notes
• Update order status to "Refunded"
• Adjust stock quantities
• Trigger email automations

Email & SMS (Klaviyo/Mailchimp)

Triggers available:
- return.requested
- return.approved
- return.label_sent
- return.in_transit
- return.delivered
- return.refunded

Use for:
- Return confirmation flows
- "Did everything arrive?" follow-up
- Win-back campaigns after return

Help Desk (Zendesk/Freshdesk)

Auto-create ticket when:
- Return requires manual review
- Delivery exception occurs
- Customer disputes return status
- High-value return received

Auto-update ticket when:
- Return status changes
- Refund processed

Slack/Teams Notifications

#returns-alerts channel:
- High-value returns (>$500)
- Delivery exceptions
- Fraud flags
- Daily summary

#warehouse channel:
- Returns delivered
- Inspection assignments

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Monitoring Automation Performance

Key Metrics Dashboard

Automation Reports

Navigate to Reports → Automation:

• Returns auto-approved vs manual
• Average processing time (automated vs manual)
• Rule trigger frequency
• Error and exception rates
• Cost savings estimate

Error Handling

Configure fallbacks:

• If auto-label fails → route to manual queue
• If payment processor error → retry 3x then alert
• If webhook fails → queue for retry

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Getting Started with Automation

Week 1: Basic Setup

1. Enable auto-approval for simple cases (<$50, standard reasons)
2. Set up auto-label generation with pay-on-use
3. Configure customer email notifications

Week 2: Expand Rules

1. Add VIP fast-track rules
2. Set up QR code + SMS delivery
3. Enable auto-refund for delivered returns

Week 3: Integrate

1. Connect to Shopify/WooCommerce
2. Set up Slack notifications
3. Configure help desk integration

Week 4: Optimize

1. Review automation metrics
2. Adjust rules based on performance
3. Add advanced fraud detection

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Related Articles

• Creating Return Labels: Complete Guide
• Setting Up a Return Portal
• Return Analytics and Reporting