Green returns let customers keep eligible items rather than shipping them back, while still receiving their full refund.
ℹ️ This feature is available in Returns V2 only.
Setting up a green return rule
A green return is an Advanced Rule. It works by applying faulty flow to an item whose return reason is not faulty, which is what allows the keep decision to be made automatically — see Getting started with Faulty Flow for how the two fit together.
Go to Returns → Advanced rules.
Click +.
Enter a name in the Title field, for example "Green return".
Under Conditions, define what qualifies — for example a product tag, a product SKU, or the customer's country. A green return rule is not tied to a return reason, so the conditions decide eligibility on their own.
Under Action, select Mark Item for Return Not Required (Green Return).
Click Apply.
The rule takes effect immediately. You can deactivate it at any time from the Advanced rules list.
What happens when the rule triggers
When a return matches a green return rule:
No return label is generated for the qualifying item.
The item's decision is set to return not required, with no action needed from you.
The customer is notified by email and receives their full refund.
In the email, the items the customer can keep sit under a fixed heading, You Can Keep The Following Items.
The line beneath that heading is yours to set: edit the Keep faulty item message field on the Return created email tab of the Confirmation and email editor, at Returns → Settings → Faulty items. The field takes up to 200 characters, and the Email preview panel beside it shows how the email reads as you type.
Things to know
The confirmation email is not always automatic. If the return also contains faulty items the rule does not cover, the email is held until every faulty decision has been made, and you send it from the RMA.
The action does not waive the return shipping fee on its own. Fees are charged per shipment: a shipment containing only keep items is not charged, and a shipment mixing keep and return items is. Add a postage action to the same rule if you want the fee waived.
Instant Exchange is not available on a return containing a green return item.
All three behaviours are shared with faulty flow and are covered in full in Getting started with Faulty Flow, along with the rest of the Faulty items settings.
Customer experience
A customer returning an item covered by a green return rule follows the standard returns process:
The customer opens the returns portal and selects the items they want to return.
They choose a return reason when prompted.
They choose a return method.
On the return summary page they review the refund amount. Where the shipment contains only items the rule covers, no return shipping fee is charged, because no label is generated.
They accept the terms and conditions and submit.
After submission the green return is handled automatically. The customer receives the confirmation email and their refund without taking any further action.