What this is
Most settings in Onward Returns have an Exceptions panel beneath them. Exceptions override the default value for returns that match rules you define — so you can set one policy for most returns and different behavior for the cases that need it.
Available conditions
The set of conditions you can base an exception on depends on the setting. Here are some examples of conditions:
Condition | Matches on |
Product Tags | Tags on the returned product in Shopify |
Order Tags | Tags on the original order |
Customer Tags | Tags on the customer record |
Customer Region | Where the customer is returning from |
Order Date | When the order was placed |
Order Ship Date | When the order shipped |
International Shipment | Whether the return crosses a border |
Customer Score | Onward's return-behavior score for that customer |
Order Insured | Whether the order included Onward package protection |
How to use it
You can find the Exceptions panel beneath most settings on the Setup, Shipping, Policies, and Automation tabs. Look for a collapsed Exceptions bar showing a count:
You can expend the panel to add and view exceptions to the setting:
Exceptions will appear in priority order in the panel:
How exceptions are evaluated
Exceptions in Onward are evaluated in priority order, as shown in the exceptions panel.
When a return comes in, Onward evaluates your exceptions in priority order.
The first exception that matches is applied. Everything after it is skipped.
If nothing matches, your default setting is used.
Because the first match wins, the order of your exceptions changes the outcome.
Example. Let's say you have two exceptions on the handling fee setting:
Product tag
fragile→ 25% feeProduct tag
sale→ no fee
An item tagged both fragile and sale gets the 25% fee, because exception 1 is evaluated first. Reverse the order and the same item is returned free.
If two exceptions could match the same return, place the one that should win first.
Common uses
Longer return window over the holidays, standard window the rest of the year
Free return shipping for specific customer tags, customer-paid for everyone else
Manual review for international returns while domestic returns auto-approve
Higher restocking fee on electronics, none on apparel
A different return destination for a specific product category