Read what the customer is asking for
Start with the item, quantity, reason and requested outcome. Read the customer’s explanation before interpreting a photo in isolation. A damaged package, a damaged product and an incorrect item can require different follow-up.
Confirm that the case belongs to the verified order. If evidence is missing, avoid treating the absence as proof that the request is valid or invalid. Ask for what you need through your established support process.
Check the published rule result
Compare the request with the rule results shown in the case: for example, the return window or an item exclusion. Explain exceptions in a way your team can understand later.
Rules help make decisions consistent. They do not remove the need to consider the facts of the case and the obligations that apply to your business.
Use AI for a second reading, not an automatic decision
Where available, request an AI evidence review on an eligible case. Read its summary alongside the actual customer material. It may help draw attention to missing information or relevant rule considerations.
AI suggestions can be incomplete or wrong. FulfillRelay Returns leaves approval and decline to a person. If an AI review is unavailable, continue with the available manual review controls rather than waiting for an automatic decision that will not happen.
Keep four different outcomes separate
Open the relevant action, check its details and confirm deliberately. Do not use the customer-facing status alone as accounting proof of a refund.
| Step | What it establishes | What it does not establish |
|---|---|---|
| Approve or decline | Your decision on the request | A label was purchased or money was refunded |
| Upload a label | A prepared PDF is attached to the case | The carrier has received a parcel |
| Record receipt | Your team has recorded the returned item’s arrival | The inspection or refund is complete |
| Confirm a refund | An explicitly authorized refund action | A supplier settlement in the separate Main workflow |
Keep the shopper informed
The portal is where the shopper can check progress. Optional status emails depend on your configuration and usage limits. Check which events you enable and what support address the shopper sees.
A clear explanation is more useful than an unexplained status change. Make sure your public policy describes how to contact the store if the customer has a question.
If a supplier is involved, use the right product
FulfillRelay Returns handles a store’s customer return workflow independently. FulfillRelay, the separate supplier-routing app, coordinates retailer and supplier stages and their separate obligations. The two products should not be treated as interchangeable.
FulfillRelay Returns
Your returns. Your rules. Your decision.
Start with a free plan for 5 return cases per month. Paid plans and current terms are shown in Shopify.
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