Workflow templates / Support
Take return and exchange requests
Return and exchange requests arrive with the order and the reason.
Works with: Any channel
How it works
- A customer asks for a return or exchange
- They give the order number and what is wrong
- A note sums it up and a person is assigned
Steps in the workflow: Trigger, Send message, Send message, Wait for reply, Set variable, Condition, End, Set variable, Send message, Send message, Wait for reply, Wait for reply.
Who it is for
Shops handling returns in chat.
Good to know
- Does it approve the return?
- No. The team decides and replies.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.