Workflow Template
Returns and RMA Workflow
Handles customer product returns end-to-end: captures return request details, agent eligibility check and RMA issuance, receipt and inspection of the returned item, a repair/replace/refund decision, fulfilment of that decision, customer notification, and closing the return.
Manual return handling means lost RMA numbers, slow inspections, and customers left guessing about refunds. This workflow runs the entire return lifecycle inside assess.one — from request capture and eligibility review through RMA issuance, inspection, and repair/replace/refund fulfilment. Support agents and warehouse staff run it from a single record, with the customer notified automatically at every key step.
Business Outcomes
- Cut return resolution time by tracking every RMA in one status-driven record
- Reduce eligibility disputes with a documented agent review step before RMA issuance
- Eliminate manual email follow-ups with automatic customer notifications at rejection, RMA issuance, and resolution
- Improve inspection accuracy by capturing notes and decisions directly against the return record
- Standardise repair, replace, and refund fulfilment so outcomes are consistent across agents
Workflow Steps
Steps
- 1Create Return Request Recordcreate record
Registers the customer's return submission as a record.
- 2Set Status: Receivedupdate record
Marks the return request as received.
- 3Set Status: Under Eligibility Reviewupdate record
Marks the record as under eligibility review.
- 4Agent Eligibility Reviewrequest approval
An agent reviews the return details and decides if it is eligible for an RMA.
- 5Route on Eligibility Outcome
Branches based on whether the return is approved or rejected.
approval_status: "approved"→Issue RMA Numberapproval_status: "rejected"→Notify Customer of RejectionDefault→End - 6Notify Customer of Rejectionsend email
Emails the customer that the return is not eligible.
- 7Set Status: Rejectedupdate record
Marks the return as rejected and closes the record.
- 8Issue RMA Numbercreate task
Agent generates and records the RMA number for the approved return.
- 9Save RMA Number and Approved Statusupdate record
Persists the RMA number to the record and updates status.
- 10Email RMA and Return Instructionssend email
Sends the customer their RMA number and instructions for returning the item.
- 11Receive and Inspect Itemcreate task
Agent inspects the returned item once received and records a repair/replace/refund decision.
- 12Save Inspection Notes and Decisionupdate record
Persists inspection notes and the resolution decision to the record.
- 13Route on Resolution Decision
Branches fulfilment based on the recorded repair/replace/refund decision.
resolution_decision: "Repair"→Fulfil Repairresolution_decision: "Replace"→Fulfil Replacementresolution_decision: "Refund"→Fulfil RefundDefault→End - 14Fulfil Repaircreate task
Assigns the item for repair processing.
- 15Set Status: Resolved - Repairedupdate record
Marks the return as resolved via repair.
- 16Fulfil Replacementcreate task
Assigns dispatch of a replacement item.
- 17Set Status: Resolved - Replacedupdate record
Marks the return as resolved via replacement.
- 18Fulfil Refundcreate task
Assigns processing of the customer's refund.
- 19Set Status: Resolved - Refundedupdate record
Marks the return as resolved via refund.
- 20Email Customer the Outcomesend email
Notifies the customer of the final resolution for their return.
- 21Close Returnupdate record
Marks the return request as closed.
Fields
- Customer Name*
- Customer Email*
- Order Number*
- Item*
- Serial Number*
- Return Reason*
- +6 more fields
Forms
Product Return Request
8 fields
Data Views
All Return Requests
order_number, item_name, return_status, rma_number +1 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send email in the workflow
AWS SES
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FAQs
How do I set up this RMA workflow for my team?
Publish the template in assess.one and it's live immediately — there's no implementation project. Your support agents can start creating return request records the same day, with statuses, eligibility checks, and RMA issuance already built in.
How long does it take to get this running?
Publishing takes minutes. Once it's live, your team runs real return requests through it straight away — there's no multi-week rollout or IT project required.
Can I customise the eligibility criteria or approval steps?
Yes. You can edit the Agent Eligibility Review step, add extra approval logic, or change routing rules directly inside assess.one. No developer or vendor is needed to make these changes.
Who needs access to this workflow?
Support agents need access to create and review return requests, and warehouse or fulfilment staff need access to log inspection results and complete repair, replace, or refund actions. You can assign roles and permissions for each step inside assess.one.
What happens if a return is rejected for eligibility?
The workflow routes rejected returns automatically, sets the status to Rejected, and sends a notification email to the customer explaining the outcome. No RMA number is issued and the record closes at that point.
How does the RMA number get issued and tracked?
Once eligibility is approved, the workflow issues the RMA number and saves it against the record along with the Approved status. The customer then receives an automatic email with the RMA number and return instructions.
What happens after the item is received and inspected?
The inspector logs inspection notes and a resolution decision — repair, replace, or refund — directly on the record. The workflow then routes automatically to the matching fulfilment step and sets the resolved status.
How are customers kept informed throughout the process?
Customers are notified automatically at rejection, at RMA issuance with return instructions, and again once the final outcome is fulfilled. This removes the need for agents to send manual status update emails.
Do I need any external software to run this?
No. The entire return process — request capture, eligibility review, RMA issuance, inspection, decision routing, and fulfilment — runs inside assess.one. Email notifications are configured directly in the platform, no third-party integration work required.
Can I report on return volumes and resolution types?
Yes. Because every return status — received, rejected, repaired, replaced, refunded — is tracked on the record, you can pull reporting on return volumes and outcome types directly from assess.one.
Ready to use this workflow?
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