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Create advanced return rules
Create advanced return rules

Learn how to create return rules for more control over which items your customers can return.

Written by Daniel Cowlishaw
Updated over a week ago

Advanced return rules are predefined actions that will automatically apply to customers returning items through your returns portal.

These rules decide what can be approved or rejected from the rules you apply. This saves you from having to manually process return requests.

Please note: You will need a Gold or above package subscription to access this feature.

Scroll down to learn more about Advanced return rules or select one of the links below to go to a particular section in this article:

Advanced return rules

To find the advanced return rules page:

  1. In the navigation bar, select Settings.

  2. Select Advanced return rules.

This is where you can add return rules as well as edit and delete current rules you've created.

Here you can also toggle to turn your existing rules on/off.

Create a new rule

To create a rule, follow the instructions below to define the conditions and actions of your ruleset:

  1. Select the Add return rule button.

  2. Give your rule a name.

  3. Choose the Condition you want to apply to your rule.
    Note: Multiple conditions can be applied to the same rule. Scroll down for information on condition options.

  4. Select a Property from the dropdown.

    Click for more information on the different properties you can select.

  5. Choose the Operator of the rule.
    Note: The dropdown selections may differ depending on the Property you choose.

  6. Select the Values you want the rule to contain.

    Note: You can input multiple values in this field.

  7. (Optional) Select the Add condition button if you want to add another condition to the ruleset. See the rule combination example at the bottom of the page.

  8. Select the Action you want to apply to the conditions you've just defined.
    From the dropdown, select to reject or approve the return.

  9. Save the rule by selecting Save in the top-right.

Well done, you've just created your first rule to help automate your returns process.

Delete a rule condition

If you have multiple conditions in one ruleset, you can remove them by clicking the delete icon to the right of the rule.

Rule conditions

The Condition refers to the detail you want the rule to apply to.

A rule condition is a combination of the selections you must make to the property, operator and value fields.


The property is what your rule is based on. This can be discount code, country or return value. See below for more information on each property type.

Order discount code:

The discount code(s) come from the codes you set up in Shopify. You can enter more than one code into the values field if you wish.

Use this property if you want to approve or reject orders that have used a discount code.

From country:

Country can be used if you want to approve or reject returns from specified countries if they fall outside the conditions in your return policy.

Return value:

Return value is the total sale cost of all items within a return request. The currency will be inherited from the order that was placed.

Eg. A return value of "50" will equal to £50, €50 or $50 depending on the order.


Once you've chosen a property, the operator options will change depending on what you've selected.

If you choose the Order discount code or Return value property, the operator dropdown options will be:

  • is

  • is not

  • is greater than

  • is less than

If you choose the From country property, the operator options are:

  • is

  • is not


The values field can contain multiple countries and multiple discount codes.

If you set the property as Return value, you can only specify the decimal value of the item in this field.

How to check if an item has been auto-approved or rejected

To check if an order has passed through an automated return rule:

  1. Select Manage returns in the navbar.

  2. Find and select the item you want to investigate.

The notes at the top of the page will state if the item has been automatically approved or rejected.


The Timeline will also show if the item has passed through Automated return processing.

Return rules priority

When you have multiple return rules, they will be prioritised from top to bottom. If two or more return rules contradict each other, the higher rule will be prioritised.

Click the up/down arrows to order your rules.

Return rule examples

View below some of the rule examples you can apply to automate your return requests.

Reject returns from specific countries

You can use return rules to prevent your customers from making returns from countries which are outside of the conditions in your return policy.

A single rule can be used to block returns from a single country, or multiple countries.


If "Country" is "Netherlands" then "Reject return"

If "Country" is "France", "Spain", "Germany" then "Reject return"

Auto-approve if the item value is less than a set amount


If "Return value" is less than "50.00" then "Auto-approve"

Auto-approve return based on Country

Approve return requests from specific countries.


If "Country" is "United Kingdom" then "Auto-approve"

Rule combination - reject based on Country and Return value

Reject a return request if the country is Guernsey and if the return items cost more than 500.


If "Country" is "Guernsey"


If "Return value" is greater than "500.00"

Then "Reject"

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