Validating Return Policy with Custom Fields

Getting Started

What Are Custom Fields

Custom Fields allow you to collect additional, customizable information from customers during a return or warranty flow. Use dropdowns, text inputs, dates, or required media uploads to gather specific details based on your return policy, product type, or claim reason.

Why It’s Valuable

Clarifies policies upfront (e.g., unworn, original packaging, restocking fees)
Reduces back-and-forth by prequalifying customers
Improves compliance with required return conditions
Customizes flows based on product, reason, or order details
Collects required media (e.g., photos or videos) before claim processing

How to Set It Up

1. Create Custom Fields

Go to Settings → Custom Fields
Add as many fields as needed
Choose an input type:
- Dropdown
- Text
- Number
- Date
- File upload

Example:

Field: “Are the shoes unworn?”
Type: Dropdown
Values: Yes, No

2. Build an Automation Rule

Go to Settings → Automations → + New Rule
Select Rule Type: Collect Additional Information
Add a title, e.g., “Return Policy Validation”
(Optional) Set conditions to apply only to certain products, return reasons, or claim types
Add the Custom Fields you want displayed
Toggle required media upload and additional comment field as needed

3. Customer Experience in the Return Flow

Customers will:

See your custom questions after selecting a return reason
Confirm important conditions (e.g., item is unworn, packaging included)
Upload photos or provide proof if required
Submit a claim that aligns with your standards right from the start

Example: Flux Footwear

Flux Footwear uses Custom Fields to:

Confirm returned items are unworn and in original packaging
Notify customers of a $13 fee if the original box is missing
Require 3+ photos before approval is granted

This approach ensures customers understand the policy before completing a return, reducing confusion and manual review.