Automate Returns with Flows
Flows are the rules engine in ShipBob Returns. Each flow is a simple “when this happens, if these conditions match, do this” rule, built visually under Flows in the dashboard.
You do not need Flows to launch. The default policy settings handle the standard path. Use Flows when you need to automate exceptions or encode business logic that would otherwise require manual work.
How a Flow Is Built
Every flow has three parts:
1. Trigger
This defines when the flow runs:
- Return Submitted - Runs when a customer submits a new return. This is the most common trigger.
- Ask Customer - Asks the customer a yes/no question or requests a photo upload during return submission.
- Return Completed - Runs when a return is marked completed.
2. Conditions
Conditions define what must match before the flow takes action. You can combine conditions on the return and on individual items.
Examples include:
- Customer email
- Order number
- Total amount
- Item count
- Return reason
- Product title
- SKU
- Product category
Supported operators include Equals, Contains, Starts With, Greater Than, Less Than, and their negatives.
3. Actions
Actions define what the flow does:
- Auto-Approve - Approve the return automatically.
- Auto-Reject - Reject it automatically, with a reason shown to the customer.
- Require Approval - Hold the return in Pending Approval until you review it.
- Keep Item - Let the customer keep the item with no return shipment or label. This applies only when every item on the return matches the flow’s conditions and supports limits such as maximum item value, maximum order value, and per-customer or per-product usage caps within a time window.
- Block Exchange / Block Refund - Remove a resolution option for matching returns.
- Auto-Refund - Automatically issue the refund when the return completes. Use this with the Return Completed trigger.
- Add Note - Attach an internal note to the return for your team.
How Flows Are Evaluated
Flows run in priority order, top to bottom, and the first flow whose conditions match determines the state-changing outcome.
You can reorder flows at any time from the Flows page.
Example Flows
Hands-Free Refunds
Use Return Completed together with Auto-Refund so refunds are issued automatically as soon as the warehouse completes the return.
Damage Claims Need Photos
Use Ask Customer to ask whether the item is damaged and require a photo. When the answer is yes, route the return to Require Approval.
When to Use Flows
Flows are a good fit when you want to:
- Treat damaged or defective items differently from preference-based returns
- Block specific outcomes for certain products or return reasons
- Give low-value items a keep-item outcome instead of paying for reverse shipping
- Automatically refund, reject, or hold returns based on consistent rules
If your process is still simple, start without Flows and add them later once you see where manual review is slowing you down.
Testing Tips
Before going live, test at least one return for each important flow you set up. Confirm:
- The trigger fires when expected
- The right conditions match
- The return lands in the expected state
- Higher-priority flows are not accidentally catching the return first