Configuring Approval Workflows

ReturnZap Default Approval Status

By default, ReturnZap automatically approves new return requests and creates an RMA and a return shipping label, if applicable.

Once submitted, new returns are automatically placed into the "Automatically Approved" return status. This means that the customer's request to return their order is approved and they may ship it back. No refunds, credit, or exchange will be processed until the return is received and confirmed within ReturnZap.

However, some Shopify sellers may wish to review all return requests as they come in and approve or deny them. This is where the ReturnZap approvals workflow comes in.

Enabling Approvals In ReturnZap

When approval based workflows are enabled you'll be able to globally require approval, or set specific conditions that will require approval by using rules.

You'll notice that the workflow stages visible on the Workflow settings page have now updated to reflect the fact that some returns may require approval.

Approvals and Workflow Stages

When a return request does not require manual review and approval the default workflow stage (or status) of a new return is called "Automatically Approved".

"Automatically Approved" is a system stage that cannot be removed, although it can be renamed. Several system stages exist in ReturnZap, indicating the overall status of the return.

Automatically Approved - The default status for return requests that do not require approval. In other words, returns in this stage have been automatically approved. ReturnZap will generate an RMA and a return label, if applicable, for these returns.

Pending Approval - The default return status for a new return request that requires approval

Approved - The status used when a return request requires manual review and has been approved. Once a return has been marked as Approved, ReturnZap will generate an RMA and a return shipping label, if applicable. You can set up a custom notification in Settings > Notifications to automatically send this to your customer.

Rejected - The workflow stage to use when a return request is rejected.

Requiring Approval For All Returns

The simplest approach to return approval is to require admin approval for all returns created via ReturnZap. This can be enabled by clicking the checkbox marked "Require approval for all returns"

Note that exceptions to this global approval requirement can be configured via ReturnZap rules.

Configuring Approval Requirements Via Rules

If you only wish to require approval for returns under certain circumstances, you can use ReturnZap rules to define these conditions.

Once you have enabled approval based workflows, leave the box "Require approval for all returns" unchecked. You can then define conditions where approval is required by using the "Require return approval" action when creating a new rule.

Portal Experience for Customers

When a customer initiates a return that requires approval, either because of a global approval requirement or because their return meets a rule that requires approval, they will see messaging that indicates approval is required before they submit their return.

Customers will see an alert that the return requires approval, and the button text will change to read "Submit Return For Approval."

You can keep your customers updated on progress for each stage of the return approval process by updating your notification templates in Settings > Notifications.

Each workflow stage will have its own dedicated template which you can enable and edit.

Approving a Return

When a return is submitted which requires approval, its default status will show as Pending Approval in the ReturnZap admin interface.

You can review the return request and approve or deny it by clicking into the return. The sidebar will prompt for two actions:

1) Approve

2) Reject

Each action will display a confirmation step before it is completed.

On approval, certain additional actions can be taken. These include:

1) Do not require return shipping (Green Return)

2) Set custom RMA number

3) Upload return shipping label

Rejecting a Return Request

Shops may reject return requests submitted by customers. This can be done by accessing the return page and clicking the Reject button.

An optional rejection reason can be specified on the confirmation page.

If a rejection reason is included, it will appear on the return timeline

The rejection reason can also be embedded into ReturnZap email notifications which are sent to customers when a return status changes.

The variable [[rejection_reason]] can be used to embed the reason directly into the body of the email.