Prerequisites: LABL Guarantee must be enabled and a store connected before configuring return workflows. See Install LABL Guarantee to get started.
LABL's Returns & Exchanges workflows let you define exactly how returns are processed — from which return reasons customers can select, to whether refunds happen automatically or require manual approval.
Step 1: Access Workflow Configuration
Navigate to Workflows
Go to Settings → Workflows in your LABL dashboard. All return and exchange rules are configured here.
Step 2: Define Return Policies
Return Window
Set the maximum number of days after delivery that customers can initiate a return. This should match your store's published return policy.
Return Reasons
Enable or disable the reasons customers can select when filing a return.
| Reason | Description | Recommended |
|---|---|---|
| Received Wrong Item | Customer received a different product than ordered | Always on |
| Received Damaged Item | Product arrived broken or defective | Always on |
| Item Not as Expected | Product doesn't match description or photos | Always on |
| Found a Better Price | Customer found the item cheaper elsewhere | Optional |
| Changed Mind | Customer no longer wants the item | Optional |
Step 3: Configure Resolution Options
Choose which resolution types are available to customers:
- Exchange — Customer receives a replacement product
- Store Credit — Customer receives credit toward a future purchase
- Refund — Customer receives money back to their original payment method
Recommended workflow: Enable Exchange and Store Credit as primary options to retain revenue. You can still offer refunds as a fallback — consider making it a secondary option in the portal so customers see exchange first.
Step 4: Set Exchange & Refund Preferences
- Exchange Refund Type: When an exchange has a price difference, choose whether to refund to the original payment method or issue store credit.
- Out-of-Stock Handling: Decide what happens when the requested exchange item is unavailable — automatic refund, store credit, or hold and notify.
Step 5: Automate Processing Triggers
| Trigger | When It Fires | Best For |
|---|---|---|
| Manual | Staff approves each return | High-value items, custom products |
| On Request Submission | Immediately when customer submits | Low-value items, trust-based policies |
| On Item Receipt | When warehouse confirms item received | Standard merchandise |
| On Item Review | After quality inspection | Electronics, fragile items |
Step 6: Financial Settings
- Return Cost Fallback: If a return isn't covered by LABL Guarantee, decide who pays for return shipping — your business or the customer.
- Price Adjustment Settings: Set rules for exchange orders — apply restocking fees, offer exchange bonuses, or keep prices as-is.
Watch out: Changes to workflow settings only affect new return requests. Existing in-progress returns continue under the rules that were active when they were initiated.
Returns that retain revenue
LABL Returns & Exchanges is free for all merchants. Turn returns into exchanges and drive repeat purchases.
Enable Returns Free Talk to Sales