How it works

Follow these 6 simple steps to start receiving automated returns when customers submit requests

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Form
App connector: Form • Time to complete: 2 minutes
Why this matters: This creates the customer-facing return request form that captures all necessary order and return details to initiate the automated process.

This step generates a web form with fields for return reason selection and captures the order ID automatically when customers access it. You'll configure the form header text, return reason options (like "Purchased the wrong item" or "Item was damaged"), and whether to allow custom reasons. The form securely captures the Shopify order ID in a hidden field and passes all submitted data to the subsequent workflow steps for processing.

Retrieve Shop
App connector: Shopify • Time to complete: 0 minutes (Auto-configured)
Why this matters: This pulls your store's basic information needed for personalizing customer communications and internal notifications later in the workflow.

This step automatically connects to your Shopify store and retrieves essential shop details like store name, email, and configuration settings. No manual configuration is required - the step runs automatically when the form is submitted. The retrieved shop data gets passed forward to personalize email signatures and internal notifications with your actual store name.

Retrieve Order
App connector: Shopify • Time to complete: 0 minutes (Auto-configured)
Why this matters: This fetches complete order details using the order ID from the form submission to access customer information, product details, and order value needed for return processing.

This step takes the order ID captured in the form and retrieves the full order record from Shopify, including customer contact details, order total, line items, and order date. The system automatically uses the order ID from the form submission to make this lookup. This comprehensive order data feeds into the spreadsheet tracking, customer email, and team notification steps that follow.

Add Row
App connector: Google Sheets • Time to complete: 2 minutes
Why this matters: This creates a permanent record of the return request in Google Sheets for tracking, reporting, and managing your return process efficiently.

This step adds a new row to your specified Google Sheets spreadsheet with order name, creation date, total price, and return reason. You'll need to connect your Google Sheets account and specify which spreadsheet and worksheet to use for tracking returns. The system automatically maps the order data and form responses to the correct columns, creating an organized log of all return requests for analysis and follow-up.

Send Email
App connector: Email • Time to complete: 1 minute
Why this matters: This sends an immediate acknowledgment to the customer confirming their return request was received and sets expectations for next steps.

This step composes and sends a personalized email to the customer using their email address from the order record. You can customize the subject line and email message, with the system automatically inserting the customer's name, order number, and store name. The default message acknowledges the return request and promises follow-up communication, helping maintain customer satisfaction during the return process.

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Send Message
App connector: Slack • Time to complete: 1 minute
Why this matters: This immediately alerts your team to new return requests so they can take prompt action and provide excellent customer service.

This step sends a formatted message to your designated Slack channel or email with key return details including order number, order value, and return reason. You'll configure your Slack channel or email destination and can customize the message format. The notification includes all essential information your team needs to quickly assess and process the return request without having to look up additional details.

Make it your own

Customize this workflow even further:

Create conditional return handling
Set up different approval processes based on order value or return reason, automatically approving low-value returns while flagging expensive items for manual review.
Generate return shipping labels
Connect to shipping providers like ShipStation or Easyship to automatically create prepaid return labels and email them directly to customers.
Update inventory levels automatically
Link returned items back to your inventory management system to adjust stock levels when returns are processed and items are restocked.
Deploy AI for return fraud detection
Use AI agents to analyze return patterns, customer history, and order details to flag potentially fraudulent return requests for additional verification.

Frequently asked questions

Will this work for partial returns when customers only want to return some items from their order?
This workflow processes returns at the order level, so customers would need to specify which items they're returning in the reason field. You could customize the form to include checkboxes for individual line items or add a text field where customers can specify exactly which products they want to return.
Can I set up different return policies for different product types or price ranges?
Yes, you can add conditional logic steps that check the order total or product tags to route returns through different approval processes. For example, returns under $50 could auto-approve while higher-value returns require manual review before sending customer confirmation.
What happens if a customer submits multiple return requests for the same order?
Each form submission creates a separate entry in your tracking spreadsheet and sends new notifications to your team. You might want to add a filter step that checks for duplicate order IDs in your spreadsheet before processing to prevent multiple return requests for the same order.
What is a template?
MESA templates are fully pre-configured workflows built and vetted by Shopify Experts. Unlike competitor templates that provide basic scaffolds requiring extensive setup, MESA templates come with all data variables properly mapped, required fields configured, and steps ready to activate. You can turn them on immediately and start automating.
Can I customize a template?
Absolutely! While our templates work out-of-the-box, every step can be personalized to match your exact business requirements. Add conditional logic, integrate additional apps, or build more sophisticated workflows. MESA's templates provide a solid foundation that you can expand as needed.
Are templates free?
Yes! Our entire library of expert-built, production-ready templates is free to use. Unlike platforms that charge for premium templates or provide only basic scaffolds, MESA gives you access to hundreds of fully-configured, vetted workflows at no additional cost.

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