Return policies: rules that decide what a return gets

Write the return rules once: how many days, whether there is a restocking fee, whether it needs a receipt, whether small returns can be auto-approved. The system matches each return to the right policy by priority and tells you: eligible or not, how much fee, auto-approve or manual review.

A return policy is a rule card: who it applies to, how many days after purchase a return is still allowed, whether a restocking fee is charged, what the customer must bring, and whether small clean returns can skip manual review. Make one "everyone" policy first, then add stricter or looser ones for specific clients or product categories — the system always picks the most specific matching one.

What one policy says#

• Applies to: a specific client, a product category (e.g. electronics), both, or everyone. Leave both empty for the catch-all policy.
• Return window (days): how many days after purchase a return is still eligible. Default 30.
• Restocking fee %: a percentage taken from the refund (0 = no fee). The system computes the fee amount for you.
• Requires receipt / requires original packaging: the customer must bring the receipt, the original box, or both.
• Auto approve: small clean returns that match this policy skip manual review and are approved automatically.
• Max return amount: returns above this amount never auto-approve — they always go to manual review.
• Priority: when several policies match, the biggest number wins. Give the catch-all policy 0.

Where to manage policies#

1. Open RMS → Settings. You will see two tabs: "Reason codes" and "Return policies". Tap "Return policies".
2. Tap "New policy". Give it a plain name like "Standard 30-day". Fill the client (optional), the product category (optional), the window, the fee %, and the priority.
3. The list shows every policy as a row: Name, Applies to (client tag + category tag), Window (days), Restocking fee, Auto approve, Active, Actions.
4. Flip the Auto approve or Active switches right on the row — no need to open an edit page. Delete is under Actions.

How a return is matched#

1. Find the most specific active policy: client + category first, then client only, then category only, then the catch-all. Biggest priority number wins within the same level.
2. Check the window: days since purchase must be within the policy’s return window. Over the window = not eligible.
3. Check the amount: above the max return amount = no auto-approve, goes to manual review.
4. Output: eligible or not, which policy matched, the restocking fee amount, and auto-approve or manual review.