Primary signal
Returns closed
More returns get completed
More initiated returns are actually sent back and closed when the buyer is guided and reminded, compared with a single acknowledgement.
Order Return
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When to use this workflow
Returns flood support with "where is my refund" questions. Buyers chase an update when nothing tells them what is happening.
Returns go unfinished when buyers don't know how to ship the item back. Without the label and clear steps, the item never leaves the house.
Buyers can't tell whether a refund is actually coming. With no confirmation on receipt, they assume the return was lost.
Returns drag on with no deadline to close them out. An open return with no time limit sits unresolved for weeks.
How it works
1
Return started
When a buyer starts a return (RETURN_INITIATED), it is acknowledged right away.
TriggerMulti-Channel
2
Waits for the item to come back
The workflow waits up to two weeks for the return to be received.
Wait Until
3
Confirmed when the return arrives
When the return is received, the buyer gets a confirmation.
Wait UntilMulti-Channel
4
A reminder if it never arrives
If two weeks pass with no return, a reminder goes out that the item never came back.
Wait UntilMulti-Channel
Best practices
Give the buyer the return label and drop-off steps in the first message
The acknowledgement is where the buyer learns how to send the item back, so include the prepaid label, where to drop it off, and the deadline. A buyer who has every step completes the return; one left guessing lets it time out.
State the refund amount, method, and timing when the return is received
"Where is my refund" is the most common return question, so the received confirmation should say how much is coming back, to which method, and by when. A clear timeline keeps the buyer from chasing support a day later.
Match the 14-day wait to your return policy and carrier transit
The reminder fires once the Wait Until reaches 14 days, so set that window to cover both your policy and the time the carrier needs to deliver. Set it too short and a buyer whose package is still moving is told it never arrived.
Common mistakes to avoid
Triggering the workflow before the return is approved
The workflow starts on RETURN_INITIATED, which usually fires the moment a buyer requests a return. If your returns need a manual approval first, send the trigger only once approved, so the buyer is not told to ship before you have agreed to take it back.
Wording the 14-day message as a dead-end instead of a recovery
When the wait reaches 14 days with no return, the buyer has often just forgotten, so the message should make it easy to still send the item or reach support. A flat "you missed the window" notice ends a return that could still be saved.
Leaving the condition rules out of the acknowledgement
Buyers ship items that get rejected at inspection when nothing tells them the return must be unused with tags on. State the condition rules in the first message so a return is not refused after the buyer has already sent it.
What users receive
The actual notifications this workflow sends, on each channel.
Order Return Initiated
Email
SMS
In-app inbox
Android push
iOS push
Order Return Not Picked Up
Email
SMS
In-app inbox
Android push
iOS push
Order Return Received
Email
SMS
In-app inbox
Android push
iOS push
What good looks like
Fatigue signal
Confusion
Buyers still ask where the refund is
When buyers contact support about a return the workflow already messaged, the updates are missing the refund timeline or next step.
Support
Frequently Asked Questions
Quick answers about setting up and running this workflow.
After 14 days with no return, the Wait Until times out and a reminder goes out that the item has not arrived, so the return does not sit open forever.
As soon as the return is received (RETURN_RECEIVED with the same return_id), the buyer gets a confirmation with the refund timeline. If the buyer cancels the return instead, the reminders stop; to send a dedicated cancellation note, add a branch with its own template.
Email and in-app inbox, sent with Multi-Channel. The templates also support SMS, WhatsApp, and push, so you can add a channel to the send if a return step needs to reach the buyer faster.
No. It sends the messages around a return; your payment system issues the actual refund. To confirm the money has landed, add a send on your refund-completed event after the received confirmation.
Fire RETURN_INITIATED, then RETURN_RECEIVED with the same return_id to see the confirmation, or let it run 14 days for the no-return reminder. Use the Test button in the editor, the SuprSend Agent, or the API, CLI, or MCP.
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