Articles on: Returns Management

Set up questions to qualify products for return

Plans: Premium, Enterprise Platforms: Shopify, Magento 1, Magento 2, WooCommerce, BigCommerce, and more


Return workflows is a feature that allows you to manage return requests more effectively. The workflow tool accommodates scenarios that fall outside of a typical return policy. Under workflows, you get two templates you can choose from and set up based on your requirement. In this tutorial, we will discuss the Ask a question template. Returns workflows for setting up questions asked during the return initiation process can be configured in the AfterShip Returns admin > Return policy > Eligibility rules or AfterShip Return Settings > Return workflows.

📢 What you’ll learn

In this tutorial, we will show you:

Questions setup
Conditions, questions, and actions
Saving and launching workflows
Supported platforms

Questions setup

You can set up workflows for questions asked during the return submission process in two ways.

Go to Return Policy > Eligibility rules > Ask a question > Manage in the AfterShip Returns admin


Go to Return workflows in the AfterShip Returns admin settings

All the existing workflows will be listed on the dashboard.

The list can be filtered to show only Ask a question or only Print additional labels workflows
Each workflow is displayed with the active and draft status, highlighted in green and gray, respectively
The view can be filtered to show only draft or only active workflows by selecting the Status filter option
Workflows can be enabled/disabled, edited and deleted by selecting the {...} icon
Workflows must be disabled before they can be edited
Workflows can be prioritized by dragging and dropping the priority element in the far left column

Click the Create workflow button in the top right corner to create a new workflow
Select Ask a question from two of the predefined workflow templates. Click Create

Once inside the template editor, you can define each workflow component, including conditions, questions, and action
Workflows can be published until all the components are duly filled as required

Conditions, questions, and actions

1. Conditions

The Conditions component represents the eligibility criteria for the workflows.
The following conditions are currently available in AfterShip Returns.

Product conditions - target a specific item or product
Type - Input existing types as defined in Shopify
Tag - Input existing product tags as defined in Shopify

To add a new condition, click the Add condition button
Press the Enter button on your keyboard after entering each product type or tag to separate them
To delete a product type or tag condition, simply select the trash bin icon to the right of each condition

Up to 50 conditions can be added for each return workflow

Merchants can select between

TRUE if All conditions are met. This setting is an AND statement that will trigger the corresponding action when all conditions are met

TRUE if Any condition is met. This setting is an OR statement that will trigger the corresponding action when any defined conditions are met

2. Question

The question component enables the setting up of the question that will be asked to the customer during the return submission process if the previous conditions are met. The question type is a simple objective question with two responses, with an option to pick one response. Based on the response selected by the customer, an alternate action will be triggered. The question component is only available for the Ask a Question template.

Configuration options include:

Messaging for the question shown to the customer before they can request a return
Messaging for the primary button
Messaging for the secondary button

Click Localize to manage the question being asked to the customer in multiple languages

On the multi-language editor, pick the language from the dropdown or add a new language to which to you'd like to translate the question
Select the workflow from the top bar for which you'd like to add translation
Manually add the text for the question and the options in the language you opt for
Click Auto-translate to automatically translate the pre-input text into the selected language

3. Action

The action component represents the outcome for returns that have met all the previous criteria.

Currently, only the following outcome is available in AfterShip Returns.

Mark item as non-returnable: The item will be marked as non-returnable if the primary button (option) is selected by the customer

The customer can continue with the return process if the secondary button (option) is selected by the customer.

Now, it’s entirely up to how you wish to frame the question and responses based on your return policy so as to elicit a particular response.

Saving and launching workflows

Once a workflow is created, it can either be saved as a draft or enabled (published)

a. Select the Save draft option in the right-hand corner to save a workflow without making it live. This will save the workflow in the draft state
b. To publish the workflow, select the Enable option from the header. This will save the workflow in the active state and will immediately activate it

Supported platforms

Ask a question template is available for users on Premium and Enterprise plans. The availability of certain conditions and actions varies from one eCommerce platform to another.

Product tag conditions are available for Shopify, Magento 1, 2, and WooCommerce
Product type conditions are available for Shopify, Magento 1, 2, and BigCommerce


1. Is there any limit to how many questions I can create?

No, there is no limit to the number of questions and workflows that can be created.

2. How do these workflows interact with the existing eligibility rules?

The eligibility rules hold the primary position. This means all the product types and tags added to your allowlist will override the workflow outcome and automatically be accepted for return.

3. What if I have duplicate workflows?

Workflows are prioritized based on their position on the priority list dashboard. The higher the workflow on the list, the higher the priority.

For any further questions or help, please contact our chat support team

Updated on: 23/08/2023

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