Photo Upload

OVERVIEW

Photo Upload requires a customer to upload a photo of their product based on their return reason before being able to submit it for the return. By adding photo uploads into workflows, merchants can now prompt customers to provide proof of damage and flag these returns for manual review before processing. This feature lives within Workflows which is available on the Pro and Plus plans or a part of the Custom Rules add-on.

How to set up Photo Upload using Workflows

There are two primary use cases for Photo Uploads

Use Case #1: Collect Return Reason first

Within Settings>Workflows you will want to choose the "Ask a question" template.
From there you will toggle the "yes/no" question to "Photo Upload"
Set your condition to the Return Reason you'd like to enforce a photo upload.
Have the outcome for the Workflow to have the return be submitted for manual review.

For example, you can set your condition to "Return Reason: Item was Damaged", if true, then "Upload Photo" then once it's submitted, flag for "manual review".

Here is a video showing setup and the customer experience:

Use Case #2: Any other condition

Within Settings>Workflows you will want to choose the "Ask a question" template.
From there you will toggle the "yes/no" question to "Photo Upload"
Set the condition you'd like to enforce a photo upload.
Have the outcome for the Workflow to have the return be submitted for manual review.

For example. you can set your condition to "Product Type: backpack" and have all backpacks require a photo upload prior to being accepted for a return.

Here is a video showing setup and the customer experience:

FAQ

Can customers upload a photo from their mobile device? Yes, customers can either upload a photo or take a photo on their mobile device while going through this flow.