Advanced Rules give you fine-grained control over how returns are processed. They can often replace traditional tag-based setups like swap_noentry.
Each rule consists of conditions (when the rule applies) and actions (what happens when it does). You can combine multiple conditions and actions within a single rule.
If the conditions pass, the actions are executed.
This article is for users of Returns V2. For the Returns V1 version, click here.
Accessing Advanced Rules
To create or manage rules:
Go to the Returns Dashboard.
Under Returns, select Advanced Rules.
On this page, you can:
+ New Rule: Create a new rule.
Activate / Deactivate: Turn a rule on or off. Deactivated rules remain saved but don’t apply.
To reactivate, go to the Inactive tab.
Edit: Click on a rule to change its conditions or actions.
Delete: Permanently remove a rule. Use with caution, as deleted rules cannot be recovered.
Conditions
Conditions define when a rule should apply. You can use multiple conditions per rule. Conditions can be joined using AND or OR logic, but not both.
Condition | Description |
Customer email is one of the attached emails | This condition applies to returns from customers whose email addresses are on the specified list. |
Customer email is not one of the attached emails | This condition applies to returns from customers whose email addresses are not on the specified list. |
Customer has purchased more than X times in Y days | Triggers when a customer makes more than X purchases within Y days. You can specify a range, such as “greater than.” |
Customer has returned more than X times in Y days | Triggers when a customer makes more than X returns within Y days. E.g. If the rule is “more than 1 return in 1 day”: 1st return, allowed. 2nd return, there is no more than 1 return, so it is allowed. 3rd return, the rule triggers, as there are 2 returns already. |
Customer tagged with | This condition applies to returns from customers with a specific tag on Shopify. |
Order created X days ago | This condition targets orders created a certain number of days ago. You can specify a range, such as “greater than.” |
Order is not tagged with | This condition targets orders that do not have a specific tag associated with them. |
Order made using one of the following discount codes | This condition applies to orders placed using a discount code from the specified list. |
Order number is not one of the following | This condition applies if the order number is not on the specified list. |
Order number is one of the following | This condition applies if the order number is on the specified list. |
Order paid with gift card | This condition targets all orders that were paid for using a gift card. |
Order placed with discount code | This condition applies to orders that were placed using an unspecified discount code. |
Order tagged with | This condition targets orders that have a specific tag associated with them. |
Order’s value is | This condition targets orders of a certain value. You can specify a range, such as “Greater than,” or a set value with “Equals.” |
Orders originating from specific countries | This condition applies to orders that were shipped from specific countries. |
Orders within the date range | This condition targets orders that were placed within a specified date range. |
Product SKU is | This condition targets products with a specified SKU. |
Product discount is | This condition targets products with a specified discount precentage. You can specify a range, such as “greater than,” and have to choose between variant or compare at price. |
Product name is | This condition targets products with a specified name. |
Product not tagged with | This condition targets products that do not have a specific tag. |
Product tagged with | This condition targets products that have a specific tag. |
Product’s value is | This condition targets products of a certain value. You can specify a range, such as “greater than.” |
Return’s number of items is | This condition applies to returns based on the number of items being returned. You can specify a range, such as “greater than.” |
Return’s shipping status is one of the following | This condition applies to returns witha certain shipping status, such as “in-transit,” or “delivered”. |
Return’s total package weight is | This condition specifies returns based on the total weight of the package being returned. You can specify a range, such as “greater than.” |
Return’s type is not one of the following | This condition applies to returns not of certain specified types, such as refunds, store credits, or exchanges. |
Return’s type is one of the following | This condition applies to returns of certain specified types, such as refunds, store credits, or exchanges. |
Actions
Actions define what happens when the rule is triggered. You can apply more than one action per rule.
Action | Description |
After X days, return will be processed automatically | Auto-processing of the return after a set number of days. |
Calculate the postage fee by multiplying | Increases postage cost by a fixed multiplier. |
Change status to needs review | Flags the return for manual review. |
Order is not eligible for return | Blocks the return entirely for this order. |
Product is only eligible for returns of the following types | Restricts return options for a specific product. Options include “Shop later credit,” "Exchange,” and “Refund.” |
Product is only eligible for the following carriers | Restricts eligible return carriers for a product. |
Return postage is free for this order | Waives return postage for the order. |
Return will be automatically processed | Approves and processes the return automatically. |
Return window does not affect this order | Ignores return window constraints for the order. |
Set Return Handling Fee | Adds a fixed handling fee to the return. |
Set postage fee to | Applies a flat return postage fee. |
This order can only be returned for the following types | Restricts return types for the whole order. Options include “Shop later credit,” "Exchange,” and “Refund.” |
This order receives reduced return postage | Applies discounted postage to the return. |
This product cannot be returned | Prevents return of a specific product. |
Trigger webhook | Sends data to an external system via webhook. |
Combining Multiple Conditions and Actions
You can use multiple conditions and actions in a single rule.
Conditions can be joined using AND or OR, but not both in the same rule.
All actions tied to a rule will be applied if the conditions are met.
Example Rules
Here are two example rules to show the possibilities of Advanced Rules.
VIP customer free returns
Customers tagged as VIP in Shopify receive free return postage.
Condition: Customer tagged with VIP
Action: Return postage is free for this order
Discounted Orders Can’t Be Refunded
Orders placed using certain discount codes are only eligible for exchange or store credit.
Condition: Order made using one of the following discount codes
Action: This order can only be returned for the following types → Store Credit, Exchange
Note: Avoid using “Order placed with discount code” if your store uses codes for free shipping as this would apply to those too.