Setting Up Policy Enforcers with Conditional Authorization in Returns

WeSupply allows you to add policy enforcers to your return flow, giving you more control over how return requests are processed. For example, you may want to guide customers through troubleshooting steps before approving a return.

Why this is useful

Policy enforcers help reduce unnecessary returns by prompting customers with targeted questions. In some cases, simply offering expert support can resolve the issue without a return being needed. At the same time, you can configure these questions so that returns requiring further review are flagged for authorization, while others are automatically approved.

This creates a balance between offering customers support and keeping your return process efficient.

How to configure it

In this example, we’ll configure a policy enforcer for customers who select the return reason Performance issues.

1. Go to Settings → Return and Warranty Methods → Return Logics and Policies.
2. Open your existing Return Logic (or create a new one if needed).
3. In the Conditions section, set the rule so that it applies when the return reason is Performance issues.
4. Add a Policy Enforcer with the following customer-facing text:

“Improving signal can be tricky, and often with the right guidance we're actually able to get the results you'd hope for. Would you perhaps like some help from one of our expert specialists to optimize your system? If we can't get it to work, we'll of course approve a return for you, but it's usually worth the effort.”

1. Configure the outcomes:
   • If the customer selects Yes, require Authorization for the RMA.
   • If the customer selects No, set the system to Automatically Approve the request.
2. Save your changes.

Summary

With policy enforcers, you can present helpful alternatives to returning a product while still ensuring customers always have a path forward. By setting conditions and outcomes, you control when an RMA needs manual review and when it can proceed automatically.