Policy Enforcing Question Automation

Overview

Policy enforcing questions allow you to add a yes/no checkpoint in the return flow to ensure your return policy requirements are followed. These questions can automatically make an item ineligible for return based on the customer’s response, helping you enforce rules like “no returns on opened or used items” without manual review.

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What You Can Expect

With policy enforcing questions:

• Automated Policy Control: Items can be instantly marked ineligible if the customer’s answer violates policy.
• Customizable Conditions: Decide when and where the question appears in the flow.
• Customer Clarity: Provide clear messaging when items are restricted from return.
• Reduced Manual Work: Enforces policy rules automatically, reducing the need for support intervention.

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Features and Functionality

Creating a Policy Enforcing Question

1. Add a new automation rule and select Policy Enforcing Question.
2. Give the rule a title that reflects its purpose (e.g., Opened Packaging Restriction).
3. Write the yes/no question (e.g., “Has the item been removed from its original packaging?”).
4. Define the message shown to customers if they answer Yes (e.g., “Unfortunately, we cannot accept returns of opened items.”).

Conditional Logic

Apply conditions to control when the question is asked.
Conditions can be based on:

• Claim information (reason, reason detail, etc.)
• Order details
• Product information
• Registration details

Example: Only show the “Opened Packaging” question if the claim reason is “Did not fit” or “Wrong item.”

If no conditions are set, the question will be asked every time.

Customer Experience

• If the customer answers No: They continue through the return flow as normal.
• If the customer answers Yes:
  • The item is automatically marked Ineligible.
  • The customer sees your custom message.
  • If other items are available on the order, they can still proceed with those.
  • If no other items are eligible, the return flow ends.

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Implementation

To set up a policy enforcing question:

1. Go to Automation Rules in your Corso Admin.
2. Create a new Policy Enforcing Question Rule.
3. Add a title and write your yes/no question.
4. Add any conditions to determine when it is asked.
5. Write your custom ineligibility message.
6. Save your rule.

Need more help configuring rules? See our Automation Rules Guide.

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FAQs

Q: Can I use more than one policy enforcing question?
A: Yes. You can create multiple rules to cover different scenarios.

Q: What happens if the customer marks an item as ineligible?
A: The item is blocked from return submission. Customers can still continue with other eligible items in their order.

Q: Can I change the ineligibility message?
A: Yes. The message is fully customizable to reflect your brand’s policy and tone.

Q: Do customers ever see the question if no conditions are set?
A: Yes. Without conditions, the question will appear for every return claim.