Approval Rules
Configure when returns are automatically approved and when shipping labels are generated, allowing you to automate the workflow according to your needs.
Two Independent Configurations
It is fundamental to understand that there are two separate automatic "levers":
1. Auto-generate Labels
If enabled: The system generates the shipping label immediately after the customer requests the return (provided there is an automatic carrier configured).
Advantage: Immediacy for the customer. They get their PDF instantly without waiting.
2. Default Action (Approval)
Define what happens with the request status in ReturnsUp.
Manual: The request remains in "Pending Approval" status. You must enter to review it.
Auto: The request automatically goes to "Approved" status and the confirmation email is sent to the customer.
Typical Combinations
Depending on how much control you want to have, you can choose your strategy:
Classic Mode (Everything Automatic):
Label: YES
Approval: AUTO
Result: The customer requests and instantly has their label and confirmation. You only intervene if there is a problem.
Supervised Mode (Prior Review):
Label: YES
Approval: MANUAL
Result: The customer already has their label to prepare the package, but you have the request pending to take a look before giving the final OK (even if the customer already has the label, if you reject the request, you can cancel the label later).
Total Control Mode:
Label: NO
Approval: MANUAL
Result: Nothing happens until you enter, review, and approve. Only then is the label generated and the customer notified.
Exception Rules
What if you want to approve everything automatically except if the reason is "Defective Product"? You can create Exception Rules for specific cases that require manual review, keeping the rest on automatic. Exception rules take priority over the Default Action.
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