FlowCustomer questionsShops and online sellers
Return or exchange: ask what happened, send the steps
Someone writes about a return. The flow asks if it is a return, an exchange or a wrong item, sends your steps and tags it for your team.
Example
- Customer
I want to return my order
- Reply
Sorry to hear that. What would you like to do? 1. Return it 2. Exchange it 3. I got the wrong item
Starts when
A DM contains "return", "refund", "exchange", "wrong item" or "damaged"
What happens
- Message with numbered choicesSorry to hear that, (contact name). What would you like to do?1. Return it 2. Exchange it 3. Wrong item
- If they choose "Return it"
- Tag added: return
- Send a messageHere's how returns work: [write your return steps and time limit].
- If they choose "Exchange it"
- Tag added: exchange
- Send a messageHere's how exchanges work: [write your exchange steps]. Tell us the size or color you want.
- If they choose "Wrong item"
- Tag added: needs-person
- Send a messageSorry about that. Please send a photo of what you got and your order number. Someone from our team will reply here.
- If they reply something else
- Asks again
- If there's no reply in 23 hours
- Flow ends here
Yours to fill in
[write your return steps and time limit][write your exchange steps]
Plan and usage
- Growth and higher plans
Use it on your own account
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