Validating Return Policy with Custom Fields
Getting Started
Section titled “Getting Started”What are custom fields
Section titled “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, numbers, dates, and required media uploads to gather specific details based on your return policy, product type, or claim reason.
Why It’s Valuable
Section titled “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
Section titled “How to Set It Up”1. Create Custom Fields
Section titled “1. Create Custom Fields”- Go to Settings → Custom Fields
- Add as many fields as needed
- Choose a Value Type:
- Select (dropdown with one choice)
- MultiSelect (dropdown with several choices)
- Text
- Number
- Date
Photo and video uploads aren’t a field type. You require them in the automation rule in the next step.
Example:
- Field: “Are the shoes unworn?”
- Value Type: Select
- Options: Yes, No
2. Build an Automation Rule
Section titled “2. Build an Automation Rule”- Go to Settings → Automations and create a new rule
- Under What would you like to do?, select Collect Additional Information
- Add a name, 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 under Fields to Collect. Every field you add is required.
- Turn on Require Media Uploads and set Minimum Media Files Required if you need photos or videos
- Choose whether to show or require the default comment field
For every available setting, see Collecting Additional Information with Custom Fields.
3. Customer Experience in the Return Flow
Section titled “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
Section titled “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 at least 3 photos before the customer can submit the return
This approach ensures customers understand the policy before completing a return, reducing confusion and manual review.