Manual Review Automation Rule

Overview

The Manual Review automation rule in Corso gives your team the ability to hold certain claims for review before automatically generating a return label or packing slip. This is particularly useful for scenarios where you do not want every item shipped back, such as low-value products, specific product types, or high-value claims that require extra validation.

By default, Corso automatically generates shipping labels once a claim is submitted, as long as your carrier provider and return location are configured. With the Manual Review rule, you can intercept this process and decide case-by-case whether the customer should return their item.

The rule is checked for each item when the return shipment is created. Items that match are left out of the shipment. If every item on the claim matches, no label or packing slip is created.

Manual Review rules only apply to shipments the customer creates. Quick Ship and custom shipments created from the admin include every item.

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What You Can Expect

With Manual Review automation, you can:

• Prevent automatic labels: Stop labels or packing slips from being automatically generated.
• Flexible conditions: Set rules based on claim value, claim reason, product tags, or other conditions.
• Custom messaging: Customers completing a claim will see a confirmation page letting them know your team will follow up. The messaging on this page can be customized.
• Better control: Ensure you only receive items you actually want returned, while still maintaining a smooth customer experience.

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Features & Functionality

Rule Creation

• Give the rule a name and define the conditions for when it should apply.

Conditions

Common examples include:

• Items under a certain dollar value (Claim Line Item Total Value), where shipping the item back costs more than it’s worth
• Specific claim reasons
• Products with a certain tag or in a certain product group
• Claim type, or customer tags

The claim timeline notes each item marked for manual review. The rule doesn’t set the item’s status. On return claims, items left out of the shipment keep the Manual Review status (every return item without a shipment shows this status). On warranty claims they stay Pending Review.

Customer Experience

• Instead of receiving a return label, the customer will see a success page.
• The page informs them that your team will reach out with next steps.
• You can customize the wording with Manual Review Submission Title and Manual Review Submission Description in Settings → Theme, under Overview.
• Customers aren’t charged for a return label when every item matches a Manual Review rule based on product, reason, order, customer, or line-item details. Rules that use Claim Total Value or Claim Type are only checked after submission, so a label charge can still apply. To skip low-value returns, use Claim Line Item Total Value instead.

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Implementation

To create a Manual Review automation rule:

1. Go to Settings → Automations in Corso Admin.
2. Create a new rule and select Manual Review.
3. Name the rule and define the conditions (e.g., Claim Line Item Total Value less than $20).
4. Save and activate the rule.

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FAQs

Q: Will customers still get confirmation after submitting a claim?
Yes. Customers will see a success page confirming that their claim was submitted, but no label will be automatically generated.

Q: Can I still manually generate a label later?
Yes. Once you’ve reviewed the claim, you can generate a label from within Corso if you decide to accept the return.

Q: Do I have to use Manual Review for all claims?
No. This is a rule-based setting. You can apply it only to specific products, claim values, or customer scenarios.