Creating Custom Rules for Returns

Modified on Thu, 14 Aug at 5:12 PM

Custom rules let you set up specific return eligibility criteria for products or order types that require a return process different from your default return rules.

This is useful when certain items—such as final-sale products, high-value goods, perishable items, or items with special handling requirements—need a unique set of conditions for approval or processing.

By using custom rules, you can:

Restrict returns for certain product categories or SKUs.
Apply a different return window for selected items.
Require additional steps (e.g., proof of damage) before a return can be initiated.
Offer alternative outcomes, such as store credit instead of a refund, for specific products.

Key Points to Remember

Unlimited Rules: You can create as many custom return rules as needed to cover different scenarios for your business.
One Condition per Rule: Each return rule can only have one condition (e.g., “Product category = Electronics” or “Order total above $500”).

Creating a Custom Rule

Log in to your LateShipment.com dashboard.
From the left-hand menu, click Returns Experience Management.
Select Return Rules.

Scroll down to the Custom Rules section.
Click Add Rule.

Fill in the necessary details for your rule:
- Condition (e.g., product category, SKU, price range).
- Outcome (e.g., deny return, offer store credit, shorten return window).
Click Save to apply your rule.

Editing an Existing Rule

Go to the Custom Rules section (same steps as above to navigate).
Find the rule you want to update and click Edit Rule.
Make your changes and click Save.

Turning a Rule On or Off

In the Custom Rules section, locate the toggle next to the rule.
Switch the toggle on to activate the rule or off to deactivate it.

Adding More Rules

You can create as many custom rules as you like.
To add another rule, simply click Add Rule and repeat the process above.