Example · Approval
Most right away, some only after a look.
An approval for every return slows down every customer. With conditions only what the team really wants to see waits: customers with many returns and products above a value of goods.
The question
How do I check conspicuous returns before the label without making every other customer wait?
The situation
A shop for audio and photo gets conspicuously many returns from a few customers, often with expensive products. The team wants to see these first and sort them out, all others should have their label right away. Tim Vogel from Bremen registers his third return this year on 5 November, headphones for 179.00 €.
- “Manual approval required”: “Only when a condition applies”
- Rule “Value of goods over 150 €” from the Rule Builder
- “Number of returns of the customer” 3, period 12 months
What Tim sees while the approval is pending
Return registered, document and label come after the approval
Tim creates the return as usual. Because both conditions apply, it then waits for the approval. The page of the return tells him so at the top and in the steps instead of showing a button without effect.
The yellow notice says that the return is being checked.
At the return document it says that it comes after the approval.
At the label likewise.
What the team sees and does
The strip “Approval pending” names the conditions
In the head card the strip “Approval pending” stands above everything with the conditions that applied. They stay stored at the return, even if you change the settings later. List and dashboard keep the return under “Approval pending”.
The conditions met: the rule and the third return in 12 months.
The head card also shows the customer’s third return at the chip below his name.
Approve opens the window.
Approve, with email and label
The team looks at the return, writes in the tab “Communication” if needed and then approves. Declining works as always through the card “Status”. The whole process is shown under Approval.
The sentence names return and customer and what happens afterwards.
Inform the customer by mail sends the mail “Return shipment approved”.
Attach label puts the label right into this mail.
Approve; from now on Tim has return document and label on the page of his return.
Which conditions exist
One condition is enough
With “Only when a condition applies” a return waits as soon as at least one condition applies; empty fields are not checked. With “Always” every new return from storefront and Store API waits, with “Never” none.
- Rule: a cart of only the returned products with the prices of the order is checked, together with customer and order; so value of goods, products, categories or tags can be asked for.
- Reasons and Procedures: for example every return with “Product defective”.
- Shipping: for example “Ship it yourself”.
- Number of returns of the customer in the period, the new one counted; with 3 from the third one on.
For returns created in the admin the tick “Approve right away” in the window “Create return shipment” decides.
The settings for it
Where to find them in the configuration (Orders › Return shipments › side menu System › Settings):
Card Manual approval › Manual approval required"Never": every return shipment gets return document and label right away. "Always": every new return shipment from the storefront and the store API waits for the approval. "Only when a condition applies": the conditions below are checked once on creation, one condition met is enough. A changed template "Return shipment created" needs the sentence about the check added by hand.
Card Manual approval › RuleChecked against a cart of only the products sent back, with their quantities and the prices of the order, together with customer and order, like the condition "if" of the flow builder. This checks for example certain products, categories or tags, the value of the goods sent back, customer groups or the payment status of the order. Shopware does not show at the rule that it is used here; a deleted rule counts as not met.
Card Manual approval › Number of returns of the customerApplies when the customer has this many return shipments in the period below, the new one counted; with 3 from the third one on. Empty or 0: not checked.
Card Manual approval › Period of the returns of the customer in monthsThe months before the creation in which the return shipments of the customer are counted for "Number of returns of the customer", for example 12.
Common questions
Can I check returns before the label?
Yes. With “Manual approval required” on “Always” or “Only when a condition applies” the return waits for “Approve” after its creation. Until then the customer gets neither return document nor label.
Do all customers have to wait then?
No. With “Only when a condition applies” only what meets a condition waits, for example from the third return in 12 months. Everyone else gets document and label right away.
How do I recognise waiting returns?
By the strip “Approval pending” in the head card, in the list and on the dashboard under “Approval pending”.
Is the customer told when I approve?
With “Inform the customer by mail” they get the mail “Return shipment approved”, on request with the label attached.
What if I do not want to approve a return?
Then you decline it through the card “Status”. The customer gets no document and no label.
Does a changed setting apply to waiting returns?
No. The conditions met stay stored at the return; later changes to settings, rule, reasons or prices do not change existing returns.
More examples
Try it in the demo shop.
The demo shop shows the customer account and the administration fully set up. The manual shows every setting.