Auto-refund is a policy rule setting that enables you to automatically issue refunds when specific conditions are met.
How it Works
Automatically issue returns based on triggers that you set, either immediate or delayed, that will trigger the refund automatically.
Auto-refund settings are set per policy rule, so you can choose which cases to refund automatically and which not to.
Note: If you issue a refund via your eCommerce platform (e.g., Shopify), the auto-refund will not trigger.
Requirements
Auto-refund can be added as an add-on.
- This feature can be configured for policy rules using refund to payment method, gift card, or store credit.
- If the trigger used is Shipment is in transit, then an integration with a shipping service that supports live tracking status updates is required.
How to Set Up Auto-Refunds
To enable automatic refunds:
- Go to Settings > Return Policy.
- Open the Return section to configure an existing refund policy rule.
- Click the pencil icon to the right of the policy rule to configure it.
4. Open the RMA Handling Process section.
5. Choose AUTOMATIC in the Refund Process setting.
6. Set the event that will trigger the refund.
7. Set the timing of the trigger.
8. Click on the save icon to save your changes.
Tip: The configuration shown in the example image means that the refund will be automatically processed a day after you receive the return shipment.
Auto-Refund Triggers
Auto-refund can be set using the following triggers. Each trigger can be set with a delay of hours or days, or executed immediately.
Items have been validated (Add-on)
Issue the refund automatically when the items have been validated.
Using this trigger can be useful when, for example, your warehouse team confirms that the items have been returned and verifies their condition, and then the refund is issued automatically, streamlining communication between teams.
Note: With this trigger, the refund will only be processed if all items have been validated. If only some of the items in the RMA are marked as returned/validated, an automatic refund won’t be triggered. This allows your team to step in and manually issue/adjust the refund as needed.
RMA is approved
Issue the refund automatically when the RMA is approved.
This can be useful in cases where items don’t need to be shipped back, or in standard cases where you want the refund to be issued without waiting to make sure they sent back the item first.
Shipment is in transit
Issue the refund automatically when the return shipment is marked as in transit by the shipping carrier.
This trigger is only available for policy rules using the ship with pre-paid label return method and requires integration with a shipping service that supports live tracking status updates.
Shipment has been received
Issue the refund automatically when the shipment has been marked as received.
You might want to add a delay in the trigger (of hours or days) after the shipment has been received, providing time to review returned items and, for example, manually process RMAs in cases where not all items were returned.
