Search for answers to common problems and get support from our team.

Support Menu

Contact Support

Route Returns Workflow Condition Glossary

Looking for a powerful, flexible returns automation engine? Route Returns gives merchants precise control over how returns are handled with stackable workflow conditions. Each condition can trigger one or more automated actions, helping your team save time, reduce fraud, and deliver personalized return flows.

Use this glossary to learn how each condition works and what actions it supports. All conditions can be combined using AND logic.

All Orders

  • Options: True / False
  • Description: Applies to all orders regardless of criteria.
  • Available Actions: Add Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Add Gift Card Code to Order Tags, Require Images, Waive Fees, Disable Original Payment Method, Hold for Manual Review, Exclude Exchange Incentive

Order Tag

  • Options: Equals, Not Equal To, Is One Of, Is Not One Of
  • Description: Triggers actions for orders with specific tags.
  • Available Actions: Add Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Disable Exchanges, Disable Instant Exchange, Keep Item (Disable Shipping), Exclude Exchange Incentive, Add Gift Card Code to Order Tags, Require Images, Waive Fees, Disable Original Payment Method, Hold for Manual Review, Order Ineligible for Return, Override Return Window

Order Created At

  • Options: After / Before / Between dates
  • Description: Targets orders created during specific times.
  • Available Actions: Waive Fees, Disable Original Payment Method, Order Ineligible for Return, Override Return Window, Require Images

Order Created Days Ago

  • Options: After / Before a number of days
  • Description: Sets a dynamic timeframe based on the age of an order.
  • Available Actions: Require Images, Waive Fees, Disable Original Payment Method, Order Ineligible for Return, Override Return Window

Fulfillment Issue

  • Options: True / False
  • Description: Detects fulfillment-related errors or delays.
  • Available Actions: Disable Exchanges, Disable Instant Exchange, Keep Item (Disable Shipping), Require Images, Hold for Manual Review

Order Fulfilled At

  • Options: Greater Than or Equal To / Less Than or Equal To / Between dates
  • Description: Targets fulfillment timeframes.
  • Available Actions: Add Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Keep Item (Disable Shipping), Require Images, Waive Fees, Disable Original Payment Method, Hold for Manual Review, Order Ineligible for Return, Override Return Window

Order Fulfilled Days Ago

  • Options: After / Before a number of days
  • Description: Like "Created Days Ago," but uses fulfillment date.
  • Available Actions: Add Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Keep Item (Disable Shipping), Require Images, Waive Fees, Disable Original Payment Method, Hold for Manual Review, Order Ineligible for Return, Override Return Window

Payment Failed

  • Options: True / False
  • Description: Flags orders with failed payment attempts. Useful for identifying fraud.
  • Available Actions: Disable Exchanges, Disable Instant Exchange, Require Images, Hold for Manual Review, Order Ineligible for Return

Product Category

  • Options: Equals, Not Equal To, Is One Of, Is Not One Of
  • Description: Matches based on Shopify product categories.
  • Available Actions: Add Handling Fee, Add Item Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Disable Exchanges, Disable Instant Exchange, Keep Item (Disable Shipping), Exclude Exchange Incentive, Hold for Manual Review, Item Ineligible for Return, Override Return Window, Require Images, Override Return Reasons, Waive Fees, Disable Original Payment Method

Product Tag

  • Options: Same as Product Category
  • Description: Targets products by Shopify tag.
  • Available Actions: Same as Product Category

Product Collection

  • Options: Same as Product Category
  • Description: Targets specific collections.
  • Available Actions: Add Item Handling Fee, Item Ineligible for Return, Require Images, Override Return Reasons

Product SKU

  • Options: Same as Product Category
  • Description: Matches exact SKUs for granular control.
  • Available Actions: Add Handling Fee, Add Item Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Disable Exchanges, Disable Instant Exchange, Keep Item (Disable Shipping), Exclude Exchange Incentive, Hold for Manual Review, Item Ineligible for Return, Order Ineligible for Return, Override Return Window, Require Images, Override Return Reasons, Waive Fees, Disable Original Payment Method

Custom Attribute Name

  • Options: Same as Product Category (configured by Route Support)
  • Description: Matches a custom product field.
  • Available Actions: Add Handling Fee, Add Item Handling Fee, Item Ineligible for Return, Require Images

Credit Method

  • Options: Equals, Not Equal To, Is One Of
  • Description: Filters based on return credit method (e.g. Store Credit vs. Original Payment).
  • Available Actions: Add Handling Fee, Add Item Handling Fee, Waive Fees, Require Images

Return Reason

  • Options: Equals, Not Equal To, Is One Of (based on your portal config)
  • Description: Matches customer-selected return reasons.
  • Available Actions: Add Store Credit Incentive, Add Store Credit Incentive Percentage, Keep Item (Disable Shipping), Hold for Manual Review, Require Images, Waive Fees, Disable Original Payment Method

Return Value

  • Options: Greater Than or Equal To / Less Than or Equal To / Between
  • Description: Measures the total value of returned items.
  • Available Actions: Add Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Disable Instant Exchange, Keep Item (Disable Shipping), Exclude Exchange Incentive, Hold for Manual Review, Require Images, Waive Fees, Disable Original Payment Method

Is Exchange

  • Options: True / False
  • Description: Applies only to exchanges.
  • Available Actions: Add Handling Fee, Add Item Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Disable Exchanges, Disable Instant Exchange, Hold for Manual Review, Require Images, Waive Fees, Disable Original Payment Method

Is Gift Return

  • Options: True / False
  • Description: Applies only to gift returns.
  • Available Actions: Add Handling Fee, Add Item Handling Fee, Add Store Credit Incentive, Add Store Credit Incentive Percentage, Disable Exchanges, Disable Instant Exchange, Keep Item (Disable Shipping), Exclude Exchange Incentive, Hold for Manual Review, Item Ineligible for Return, Order Ineligible for Return, Override Return Window, Require Images, Waive Fees, Disable Original Payment Method

Customer Tag

  • Options: Same as Product Tag
  • Description: Targets customers with specific tags.
  • Available Actions: Same as Product Category

Customer Email

  • Options: Same as Product Tag
  • Description: Targets customers by email address.
  • Available Actions: Same as Product Category

Customer Shipping Country Code

  • Options: Equals, Not Equal To, Is One Of, Is Not One Of
  • Description: Filters customers by shipping country.
  • Available Actions: Same as Product Category

Orders Count

  • Options: Greater Than or Equal To / Less Than or Equal To / Between
  • Description: Targets customers based on their lifetime order count.
  • Available Actions: Hold for Manual Review, Require Images

Order Item Discounted Price

  • Options: Greater Than or Equal To / Less Than or Equal To / Between (percentage)
  • Description: Filters based on discount amount.
  • Available Actions: Item Ineligible for Return, Require Images

Returns Count

  • Options: Greater Than or Equal To / Less Than or Equal To / Between
  • Description: Measures how often a customer has returned items.
  • Available Actions: Hold for Manual Review, Require Images

Looking to compare return management platforms? Route Returns offers unmatched condition-based automation—designed for Shopify brands that want full control, efficiency, and customer-friendly workflows.

Related Links