Skip to main content

Automation examples

These are Plus rules. Create the custom status before a rule tries to move a claim into it. Test each rule with Process automation on a real claim before you let it refund anyone.

1. First claim, small amount, damaged​

Approve and refund without opening the claim.

  • Line item amount is at or under the amount you would not review.
  • Previous claims equals 0.
  • Reason is arrived damaged, or the damaged reasons you actually created.
  • Action: approve. Resolution: refund. Automatic processing: on.
  • Public comment: a short apology that says the refund was issued.

2. No photo on a damage claim​

Reject until they send evidence.

  • File count is 0.
  • Reason is damaged or wrong item.
  • Action: reject.
  • Public comment: ask them to file again with a photo of the item and the packaging.

Put this rule at a higher priority than the auto-refund, so a missing photo is caught first. A lower priority number runs first.

3. High-value orders​

Do not auto-refund these.

  • Order total is above your review limit.
  • Action: move to a custom status such as Manager review.
  • Comment can stay private. It is for your team.

4. A SKU you always replace​

  • Line item SKU contains the prefix for that fragile product.
  • Action: approve. Resolution: replacement.
  • Public comment: say a replacement order was created.

If the variant is often out of stock, leave automatic processing off and let the rule only approve. Someone on the team creates the replacement after they check inventory.

Workflows, for a path that branches on the customer's answer, are on Business. See Workflows.