This article explains how to require customers to upload photos of products before submitting returns using Workflows. It covers two primary use cases—collecting photos based on return reasons like damage, or based on other conditions like product type—and provides setup instructions for creating "Ask questions or request photos" workflows with photo upload requirements and manual review flags to verify submissions before processing.

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Note: Uploaded photos must be less than 4 MB and be in one of the following formats: jpg, png, or jpeg.

Image 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. 

There are two primary use cases for Photo Uploads:

1. Within Returns management > Policy settings > Workflows you will want to choose the "Ask questions or request photos" template. 

2. From there you will toggle the "yes/no" question to "Image Upload".

3. Set your condition to the return reason you'd like to enforce a photo upload.

4. Have the outcome for the Workflow to have the return be submitted for manual review. 

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

Here is a video showing setup and the customer experience:

1. Within Returns management > Policy settings > Workflows you will want to choose the "Ask questions or request photos" template. 

2. From there you will toggle the "yes/no" question to  "Image Upload".

3. Set your condition to the return reason you'd like to enforce a photo upload.

4. Have the outcome for the Workflow to have the return be submitted for manual review. 

For example: 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:

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.

Please reach out to support@loopreturns.com with any additional questions.