Workflow Template

Returns and RMA Workflow

Handles end-to-end product return authorisation: intake form, eligibility check by a support agent, inspection by the returns team, routed resolution (repair, replace, or refund), and customer notifications at each stage, tracked via a return status field.

Product returns often stall between support, warehouse and finance teams, leaving customers guessing about their RMA status. This workflow captures the return request through a public form, has a support agent confirm eligibility, routes the item through inspection by the returns team, and directs it to repair, replacement or refund based on their decision. Support agents, the returns team, service or warehouse staff, and finance each pick up their task in sequence, while the customer gets an email update at every key stage.

Business Outcomes

Fewer status update requests from customers thanks to automatic emails at each stage
Clearer handoffs between support, returns, service, warehouse and finance teams
Faster turnaround on repairs, replacements and refunds with built-in task deadlines
A single record showing eligibility, inspection and resolution history for every return
Less manual chasing on RMA numbers, repair references and refund confirmations

Workflow Steps

Steps

1
Create Return Recordcreate record
Registers the submitted return request as a record.
2
Set Status to Receivedupdate record
Marks the return status as Received on the record.
3
Email Acknowledgementsend email
Sends the customer an acknowledgement email with their return reference number.
4
Support Agent: Confirm Eligibilitycreate task
Assigns a support agent to confirm return eligibility within 2 days.
5
Save Eligibility Resultupdate record
Persists the eligibility result, RMA number and notes to the record.
6
Route on Eligibility Result
Routes the workflow based on whether the return was deemed eligible.
eligibility_result: "Eligible"→Set Status to Awaiting Return
eligibility_result: "Not eligible"→Set Status to Rejected
Default→End
7
Set Status to Rejectedupdate record
Marks the return status as Rejected on the record.
8
Email Rejection Noticesend email
Emails the customer the agent's notes explaining why the return is not eligible.
9
Set Status to Awaiting Returnupdate record
Marks the return status as Awaiting Return on the record.
10
Email RMA Number and Instructionssend email
Emails the customer their RMA number and instructions for returning the item.
11
Returns Team: Receive and Inspect Itemcreate task
Assigns the returns team to receive and inspect the returned item and record their decision.
12
Save Inspection Resultupdate record
Persists the inspection notes and decision to the record.
13
Route on Inspection Decision
Routes the workflow to the repair, replace, or refund path based on the inspection decision.
inspection_decision: "Repair"→Service Team: Repair and Return Item
inspection_decision: "Replace"→Warehouse: Dispatch Replacement
inspection_decision: "Refund"→Finance: Process Refund
Default→End
14
Service Team: Repair and Return Itemcreate task
Assigns the service team to repair the item and return it to the customer within 10 days.
15
Save Repair Referenceupdate record
Persists the repair reference number to the record.
16
Set Status to Resolvedupdate record
Marks the return status as Resolved after the repair is completed.
17
Email Repair Outcomesend email
Emails the customer confirming the item has been repaired and returned.
18
Warehouse: Dispatch Replacementcreate task
Assigns the warehouse to dispatch a replacement item within 3 days.
19
Save Replacement Referenceupdate record
Persists the replacement dispatch reference number to the record.
20
Set Status to Resolvedupdate record
Marks the return status as Resolved after the replacement has been dispatched.
21
Email Replacement Outcomesend email
Emails the customer confirming a replacement item has been dispatched.
22
Finance: Process Refundcreate task
Assigns finance to process the refund within 3 days.
23
Save Refund Referenceupdate record
Persists the refund reference number to the record.
24
Set Status to Resolvedupdate record
Marks the return status as Resolved after the refund has been processed.
25
Email Refund Outcomesend email
Emails the customer confirming their refund has been processed.

Fields

Show all 17 fields

FormProduct Return Request

Customer Name*· Text
Customer Email*· Email
Order Number*· Text
Item*· Text
Serial Number*· Text
Return Reason*· Choice
Item Condition*· Long text
Photo of Item*· File upload

TaskSupport Agent: Confirm Eligibility

Eligibility Result*· Choice
RMA Number*· Text
Eligibility Notes*· Long text

TaskReturns Team: Receive and Inspect Item

Inspection Notes*· Long text
Inspection Decision*· Choice

TaskService Team: Repair and Return Item

Repair Reference*· Text

TaskWarehouse: Dispatch Replacement

Replacement Reference*· Text

TaskFinance: Process Refund

Refund Reference*· Text

Other fields

Return Status*· Choice

Customer Name*
Customer Email*
Order Number*
Item*
Serial Number*
Return Reason*

Forms

Product Return Request

8 fields

Data Views

Return Requests

customer_name, order_number, return_reason, inspection_decision +1 more

Dashboard Widgets

Returns by Return Status

Recommended integrations

Setup the following integrations to extend workflow capability.

Send email in the workflow
AWS SES

RMA workflowproduct returnreturn merchandise authorizationreturns managementcustomer return

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Refund Request and Approval Workflow Customer Support Ticket Workflow Warranty Claim Workflow

Similar Categories

Operations Management

FAQs

How do I set up this returns workflow for my team?

Publish the template in your workspace and it's ready to run straight away, no development or installation needed. Assign your support agent, returns team, service or warehouse staff, and finance team as members so tasks route to the right people. You can start accepting return requests through the public form immediately after publishing.

What do I need before I start using this workflow?

You need people set up as workspace members for the support agent, returns team, service/warehouse, and finance roles, since tasks are assigned to team members. You don't need to set up customer accounts — customers submit the intake form and receive emailed updates without logging in. If you want emails sent from your own domain, you can connect your AWS SES account, though this is optional.

How does the workflow decide if a return is eligible?

A support agent reviews the request and records an Eligibility Result, RMA number, and notes within a 2-day task. The workflow then routes automatically: eligible returns move to the Awaiting Return stage with RMA instructions emailed to the customer, while ineligible returns are marked Rejected and the customer receives the agent's notes explaining why.

What happens after the customer sends the item back?

The returns team receives and inspects the item, recording Inspection Notes and a Decision. Based on that decision, the workflow routes the record down one of three paths: repair, replacement, or refund, each handled by a different team with its own deadline.

Can I customise the deadlines or add more resolution paths?

Yes. You can change any step, including task deadlines, by describing the change in plain English or editing it directly in the workflow editor. Earlier versions of the workflow are kept, so you can review what changed.

Who is responsible for each step in the process?

A support agent confirms eligibility, the returns team inspects the item, and then one of three teams takes over depending on the inspection decision: the service team handles repairs, the warehouse dispatches replacements, and finance processes refunds. Each task is assigned to a workspace member and the workflow waits for their input before moving on.

How does the customer know what's happening with their return?

The customer receives an emailed acknowledgement with their reference number as soon as they submit the request, then further emails at rejection, RMA issuance, and final resolution (repair, replacement, or refund). They never need an account to receive these updates or check their return.

What gets recorded on the return record?

Every return is tracked as a record with a reference number, a status such as Received, Awaiting Return, Rejected, or Resolved, and a full timeline of what happened. Eligibility results, inspection notes, and outcome references (repair, replacement, or refund) are saved directly on the record since the workflow waits for those tasks. Businesses should confirm what record-keeping their own returns policy requires.

Can we accept online payments for restocking fees or partial charges within this workflow?

Stripe can be connected to a workspace for online payments, but a payment step needs to be added to the workflow for it to take effect. This workflow as described doesn't include a payment step, so you'd add one if you want to charge customers as part of the return process.

Ready to use this workflow?

Create a free account and customise this workflow for your business.