Faulty Flow is a dedicated feature within Returns V2 for handling defective item claims. This article explains how the flow works, how to configure Advanced Rules and Split Shipments for faulty items, and how to customise the confirmation email.
What is Faulty Flow
The Faulty Flow is a dedicated process within Returns that enables you to handle defective item claims with clarity and efficiency. It provides tools to:
Identify and categorise faulty items.
Assess claims with supporting evidence.
Manage return decisions and automate outcomes using Advanced Rules.
Route faulty items to a different warehouse using Split Shipments.
How it works
Customer flow
Faulty Item Selection: Customers select a faulty item reason when initiating a return in the portal.
Upload Photos & Comments: Customers upload images and provide comments to explain the issue.
Await Merchant Decision: The return label is not generated until the merchant decides whether the item should be returned or kept.
Email Notification: Customers receive an email with a decision—return or keep—along with relevant instructions and a return label if required.
Merchant flow
RMA Dashboard Review:
Faulty items appear tagged and categorised as requiring review.
Uploaded images and comments from customers are visible for assessment.
Decision Process:
Decide whether items should be returned or kept.
Multiple faulty items can be addressed individually.
Finalise the decision to send a confirmation email to the customer.
Post-Decision Actions:
For items marked “Return”: Generate and send the return label.
For items marked “Keep”: No return label is generated; the RMA progresses as completed.
Return Processing:
Once decisions are made, faulty items merge into the regular return flow for refunds, credits, or replacements.
Advanced Rules: Faulty Flow Conditions and Actions
Advanced Rules can be used to automate faulty flow decisions, removing the need for manual processing.
Conditions
Condition | Level | Description |
Return contains faulty items | Return / Order | Triggers when any item in the return has a faulty reason |
Item is marked with faulty return reason | Item | Triggers on the specific item flagged as faulty |
Actions
Action | Description |
Mark item for 'return not required' | Applies a green return: the item does not need to be sent back. The customer will by notified per email, but this does not precess the RMA. |
Mark item for 'return is required' | Forces faulty flow on the item and auto-selects the return decision in the RMA |
When one of these actions is applied:
The faulty flag is not shown to the customer in the portal.
The faulty decision is made automatically in the RMA and the confirmation email is sent without manual intervention.
If all faulty items in the return are covered by the action, the email is sent automatically. If some items are covered and others are not, the email must be sent manually.
⚠️ Instant Exchange is not available for returns where a Faulty Flow action is applied, regardless of which action is used. The customer sees the following message: "We’re sorry, these items can’t be exchanged instantly. Please choose a different return method or contact our support team for help."
Shipping fee logic for automated faulty returns
When a split shipment contains a mix of items:
Shipment with only KEEP items: the shipping fee for that shipment is not charged.
Shipment with KEEP and RETURN items: the shipping fee for that shipment is charged.
Split Shipments: routing faulty items to a separate address
You can route faulty items to a different warehouse or address by adding a faulty condition to your Split Shipments rules.
How it works
A new condition is available in Split Shipments: Product marked as faulty.
When this condition is met, Swap routes the faulty item to the address specified in the split shipment rule, separately from any non-faulty items in the same return.
Key behaviours:
If a faulty split shipment rule conflicts with another rule, the faulty rule takes priority.
The faulty condition can be combined with other conditions using And or Or operators.
If an Advanced Rule also applies faulty flow to the item, the split shipment routing still applies.
Confirmation Email
The confirmation email sent from the RMA is the same email customers receive after submitting a return via the returns portal.
In Faulty Flow, the email is held until all faulty item decisions are made, as the list of items to return or keep may change.
Once all decisions are made, the button is enabled — clicking it sends the confirmation email to the customer.
The email includes:
Items to return (faulty items include a note)
Items to keep
Purchased items (if applicable)
The return label or QR code
Customising the email
Under the Faulty Items tab in Returns settings, you can adjust the text in the faulty flow email.
This text appears only when a return includes at least one faulty item, regardless of the keep or return decision. You can adjust:
Additional text displayed under the Keep header
Additional text displayed under the Return header. The return items list may include non-faulty items, so this text should be relevant to both.
Email Example:
FAQs
What happens if a merchant decides a faulty item should be kept?
If the merchant chooses Keep, the customer is notified via email and no further action is required. If all items are marked as keep, the RMA proceeds without generating a shipping label.
Can decisions be reversed?
No. Once a decision is finalised and communicated to the customer, it cannot be changed.
Can faulty items be exchanged instantly?
No. Instant Exchange is not available for faulty item returns. Customers are prompted to choose a standard exchange or another return method.