Policy Enforcing Question Automation

Overview

Policy enforcing questions add a yes/no checkpoint to the claim flow so your return policy is followed. If the customer answers Yes, the item is made final sale and can’t be returned. This lets you enforce rules like “no returns on opened or used items” without manual review.

What you can expect

With policy enforcing questions:

• Automated policy control: An item is made ineligible as soon as the customer answers Yes.
• Targeted questions: Use conditions to decide which items and reasons the question applies to.
• Customer clarity: Show your own message explaining why the item can’t be returned.
• Reduced manual work: Policy rules are enforced without your team reviewing each claim.

Features and functionality

Creating a policy enforcing question

1. Go to Settings > Automations and create a new rule.
2. Under What would you like to do?, select Policy Enforcing Question.
3. Give the rule a Name that reflects its purpose (for example, Opened Packaging Restriction).
4. Enter the Question. Write it so that Yes is the answer that breaks your policy (for example, “Has the item been removed from its original packaging?”).
5. Enter a Yes Message to show customers who answer Yes (for example, “Unfortunately, we can’t accept returns of opened items.”).

If you leave Yes Message empty when you first create the rule, customers see: “Sorry, but it looks like this item isn’t eligible for return. If you have any questions, please contact us.” Always enter a Yes Message; if you clear it after saving, customers see a blank message.

Conditional logic

The question is asked at Claim Reason Selection, right after the customer picks a reason (and reason detail, if the reason has details). Conditions can be based on:

• Claim Type, Claim Reason, Claim Reason Detail, or Claim Reason Category
• Product details such as Product Group, Product Type, Product Collection, or Product Tag (At Purchase)
• Order details such as Order Channel, Order Tag, or Order Days Since Created
• Registration details

Example: Only ask the “Opened Packaging” question when the claim reason is “Did not fit” or “Changed my mind.”

If no conditions are set, the question is asked for every return and warranty claim. Final sale only blocks returns. On a warranty claim, a Yes answer doesn’t stop future warranty claims for the item. Use a Claim Type condition of Return unless you want the question on warranties too.

Customer experience

• If the customer answers No: They continue to the next step of the claim as normal.
• If the customer answers Yes:
  • The customer sees your Yes Message and a Back to Order button.
  • The item is made final sale and can’t be returned. Final sale only blocks returns, so a Yes answer doesn’t stop future warranty claims for the item.
  • The customer can still start a claim for other eligible items on the order.

The answer is saved on the order. If the customer comes back later, the item still shows as ineligible.

Limitations

• One question per item: If more than one Policy Enforcing Question rule matches, only the highest-priority rule’s question is asked. See rule priority.
• Single-quantity line items only: The question is only asked when the order line has a quantity of one. If the customer bought two or more of the same item in one line, the question is skipped.

Resetting an item’s eligibility

If a customer answers Yes by mistake, you can undo it:

1. Open the order in Order Lookup in Corso Admin.
2. Expand the line item.
3. Next to Is Ineligible Due to Policy Enforcement, click Reset Eligibility and confirm.

The customer can then start a claim for that item again. You can also use Make Ineligible on this screen to block an item manually.

How to set up a policy enforcing question

1. Go to Settings > Automations in Corso Admin.
2. Create a new rule and select Policy Enforcing Question.
3. Add a name and write your yes/no question.
4. Add any conditions to control when it’s asked.
5. Write your Yes Message.
6. Save the rule and make sure it’s Enabled.

Need more help configuring rules? See Building Automation Rules.

FAQ

Can I use more than one policy enforcing question? Yes. You can create multiple rules for different reasons or products. Only one question is asked per item, so use conditions and rule order to decide which one applies.

What happens when a customer answers Yes? The item is made final sale and can’t be returned. The customer can continue with other eligible items on the order.

Can I change the message customers see? Yes. The Yes Message is fully customizable.

Do customers see the question if no conditions are set? Yes. Without conditions, the question appears after reason selection on every return and warranty claim. Because final sale only blocks returns, add a Claim Type condition of Return unless you want the question on warranties too.

Why didn’t my question appear? Check that the rule is enabled, that its conditions match, that no higher-priority Policy Enforcing Question rule matched first, and that the item’s order line has a quantity of one.