Workflows

OVERVIEW

Workflows is a feature where merchants can create and manage return rules. Workflows are intended to accommodate scenarios that fall outside of a typical return policy. To learn more about which workflows you are eligible for, please review the Workflows: Plans and Functionalityarticle.

In this article, you will learn about: 
  • Setting up workflows
  • Available workflow templates
  • Saving and publishing workflows
  • Plan information 
  • FAQs

To review how Workflows can benefit your business checkout this list of common use cases!

Important: Due to the complexity of Workflows, we recommend publishing and immediately testing a few return scenarios to ensure your desired behaviors are met.


Setup

Go to Settings > Workflows within the Loop admin to access the workflows list view. All existing workflows will be displayed here in the list view. The view can be filtered to show only draft or only active workflows. 

Workflows can be deleted by selecting the trash icon. Workflows must be in an unpublished state before they can be deleted. 

Workflows can be prioritized using the priority elements in the far left column. Use the drag and drop element or simply select a number from the dropdown to arrange the priority of your workflows. Note: Workflow priority is only relevant in scenarios in which a return qualifies for two of the same action type. For example, two workflows that dictate a handling fee are triggered. In this case, Loop will assess the fee present in the workflow with the highest priority.

To create a new workflow, select the "Create workflow" button in the top right corner. You will have the ability to select from the following predefined workflow templates:

  • Ask a question - Ask the customer a question that determines an action
  • Conditional outcomes - Determine an action based on a condition

Once inside of a template, you can configure each component of the workflow. Depending on the template selected, this may include setting conditions, questions, and actions. 

Clicking a workflow component will expose the side panel for further configuration. The yellow icon on the workflow component indicates an incomplete component. Once the component is populated with the required data, this indicator will disappear. Workflows cannot be published until all components have been completed. 

The Conditions component dictates qualification criteria for the workflow. 

The following conditions are currently available:

Product conditions - target a line item (If manually entering line items, press the "enter" button on your keyboard after each line item to separate them. If uploading via CSV, the CSV file should have 1 COLUMN with each identifier (be it SKU, tag, id, etc) in its own field going from top to bottom of the document.)

  • Type - select from existing product types within Shopify
  • Vendor - select from existing vendors within Shopify
  • ID - list one or many product IDs
  • Tag - list one or many product tags and specify tag timing:
    • Tag at time of lookup - Condition is satisfied if tag is present when the customer enters the returns portal
    • Tag at time of purchase - Condition is satisfied if tag was present at the time of purchase
  • Return reason - select from existing parent or child return reasons
  • SKU - list one or many SKUs 

Order conditions - target an entire order 

  • Tag - list one or many order tags
    • Date - specify order dates (before, after, or in between)
    • Note: Condition can only be satisfied if tag is present when the customer enters the returns portal
  • Total value - specify total order value (greater than, less than, in between)
  • Discount - identify orders based on discount attributes, including:
    • Discount code - list one or many discount codes
    • Discount total - specify discount amount (greater than, less than, in between)
    • Discount percentage - specify discount percentage (greater than, less than, in between)
  • Country - specify orders based where they were shipped to
  • Return count - limit based on the number of previous returns against that order (greater than, less than, in between)

Customer conditions - target a customer

  • Tag - list one or many customer tags
  • Number of orders - specify a number of total orders that the customer has with your shop (greater than, less than, in between)
  • Return count - specify a number of previous returns that the customer has submitted (greater than, less than, in between) within a given time frame (1-24 months or all-time)
  • Keep items count - specify a number of items that a customer has previously kept (greater than, less than, in between) within a given time frame (1-24 months or all-time)
  • Bonus credit total - specify a dollar amount of bonus credit that a customer has previously received (greater than, less than, in between) within a given time frame (1-24 months or all-time)
  • Failed payments - specify a number of failed payments (greater than, less than, in between) associated with a customer within a given time frame (1-24 months or all-time)
  • Partial return credit count - specify the number of times a customer can be eligible for partial return credit offers in order to prevent fraudulent return behaviors
    • To be used in conjunction with the 'Partial return credit' action

Return conditions - target a return

  • Total value - specify return total value (greater than, less than, in between)
  • Item count - specify a number of items in the return (greater than, less than, in between)

If need be, it is possible to stack multiple conditions together to further narrow which returns qualify for a given action. Stacking workflows looks like this:

Merchants can select between:

  • True if ALL conditions are matched. This setting is an AND statement that will trigger the action when all conditions are met.
  • True if ANY conditions are matched. This setting is an OR statement that will trigger the action when any of the chosen conditions are met.

Customer Input

Question

The Question component allows for the configuration of a question that will be asked to the customer if the previous condition has been met. The question type is a yes/no question where a yes response will trigger the intended action. The question condition is only available on the "Ask a Question" template. 

Configuration options include:

  • Messaging for question presented to the customer
  • Optional checkbox to include messaging if a "yes" answer was selected

Photo Upload

Photo upload can be required. Please click here to learn more. 

Actions

The actions component allows you to configure an action for returns that have met all previous criteria. Just as conditions can be stacked, actions can be stacked as well so that there can be multiple actions taken based on the conditions configured.

The following actions are available:

Return outcomes - specify a return result 

  • Keep item - allow the customer to keep the item to avoid return shipping costs
  • Reject item - permanently mark the item ineligible for return
  • Manual review - flag the order for manual review. This is best if your team needs to accept or reject the request request prior to it processing
  • Donate - send the returned items in the order to your configured donation center

Exclude outcomes - select one or more return outcomes to exclude 

  • Exclude refund
  • Exclude store credit
  • Exclude exchange
    • Inline exchange (variant exchange)
    • Advanced exchange
    • Shop now
    • Instant exchange

Return window - specify a return window

  • Days since fulfilled - input number of days since the order was marked as fulfilled
  • Returnable until  - allow returns until the selected date

Handling fees - set a handling fee override that will apply to all situations where this criteria is met

  • Waive all fees - waive all applicable fees on the return
  • Flat rate - charge a handling fee as a fixed dollar amount
  • Percentage of estimated label cost - charge a dynamic handling fee based on the estimated label cost

Processing event - modify the processing event

  • Manual
  • Immediate
  • Pre transit
  • In transit
  • Out for delivery
  • Delivered

Bonus credit - specify a dollar amount to be offered to the customer as Bonus Credit. 

  • Flat rate - add a flat dollar amount of bonus credit
  • Percentage of return value - add a dynamic bonus amount based on the value of items being returned

Partial return credit- offer customers the ability to accept a percentage of a product's return credit based on return reasons & yes/no questions. (Note: we recommend only using this action within the 'Ask a Question' template and pairing it with a Keep Item action.)


To learn more about the top use cases for each of these, visit this article.


Saving & publishing

Once a workflow is built, it can be saved in a draft state or published live. To save a workflow without setting it live, simply select the "Save draft" option in the header. This will save the workflow in a draft state and will not affect the returns experience. If you would like to set the workflow live, simply select "Publish" from the header. This will save the workflow in an active state and immediately set the workflow live. All returns initiated after the time of publishing will be subject to the workflow.

Once a workflow is active, it can be modified using the "Edit mode" CTA in the header. An active workflow can also be deactivated by clicking the "Deactivate" CTA in the header. 

Keep an eye out for updates from the Loop team as additional templates, conditions, and actions become available. Please reach out to support@loopreturns.com with any additional questions.

Plan Information

Workflows are available on a tiered system, some conditions and actions can be configured with all plans, but some are only eligible for those on the Advanced plan. Please view the Workflows: Plans and Functionality article for more information. 

Note: If you're interested in upgrading to gain access please contact your Account Manager or support@loopreturns.com

FAQ

What plan do I need to be on to utilize this feature? There are some conditions/actions available to all plans and other conditions/actions that are only available to merchants on more advanced plans/packages. If you do not have access to all available conditions/actions and would like to unlock them, reach out to your Merchant Success Manager or support@loopreturns.com.

Do I have to use one of the templates? Yes, you must use one of the predefined workflow templates. The ability to create custom workflows will be offered in a future release.

What format should I have my SKUs, product tags, etc in in the CSV file that I upload? The CSV file should have 1 COLUMN with each identifier (be it SKU, tag, id, etc) in its own field going from the top to the bottom of the document.

Is Loop planning to create additional templates, conditions, and actions? Absolutely. Loop will continue to add conditions and actions to workflows as part of future releases. These additions will be reflected above and communicated through our product updates. 

Can I replace my Return Policy Enforcer setup with Workflows? Yes. Workflows is built in a manner that it can accommodate all Return Policy Enforcer functionality. A full migration of Return Policy Enforcer rules into Workflows will happen at a future date.

What if I have rules set up in both Workflows and Return Policy Enforcer? We encourage you to choose from one or the other, preferably workflows. In the event that there are active rules in RPE and Workflows, the RPE rules will take precedence in the customer portal.

How does workflows interact with existing Keep Item functionality present in a return policy? Workflows exist "above" a return policy, meaning if the criteria is met for the workflow it will override your regular return policy. If the workflow criteria is not met, the return will fall back to the policy.

When is a workflow officially "live"? A workflow becomes live as soon as the workflow is published. All returns created from the time of publishing and on will be subject to the workflow.

What happens if a return does not meet the criteria for a workflow? Workflows exist to provide alternate actions from your standard return policy. If the criteria for the workflow is not met the return will simply fall back to your regular return policy settings.

What if I have duplicate workflows? Which one gets priority? Workflows are prioritized according to the priority number in the admin, 1 being the highest priority. Use the drag and drop element or simply select a number from the dropdown to arrange the priority of your workflows

Is there a limit to how many workflows I can make? No. There is no limit to the number of workflows that can be created.

When does Workflows read tags? Product and order tags are read at the time of order lookup in the customer portal. Said another way, Loop will read the tags present on the product and order when the customer looks up the order within Loop. This is different than FINAL_SALE and EXCHANGE_ONLY functionality in which tags are read from the time of purchase. 

What does the yellow exclamation point mean? This indicates an incomplete module that requires additional setup before the workflow can be published.

Do Loop's Final Sale and Exchange Only tag functionality take priority over workflows?  Yes, the final sale only and exchange only tags under Settings > General will take priority over workflows.

What is the customer experience if I utilize the Manual Review action? Your customers will be able to complete & submit their return in Loop but will be presented with the below messaging. This is customizable verbiage so update as needed!

How does Order Date "was placed between" read the dates outlined? Loop will include the dates noted. For example, was placed between 9/1/22 - 9/5/22 will INCLUDE all orders on 9/1 and 9/5.

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