Rules for Imported Returns

The Return Import hook fires when a return is imported into DropStream — typically from a returns management system or directly from the warehouse after a customer return is received. The available record is the sales_order_return and its sales_order_return_items collection.

Returns rules tend to focus on categorization, routing to the right disposition warehouse, and flagging exceptions for human review.

Categorize returns by reason

rule "Categorize returns by reason"
  set $category to "standard"

  when
    sales_order_return.custom.return_reason contains "damaged"
    or sales_order_return.custom.return_reason contains "broken"
  then
    set $category to "damaged"
  end

  when
    sales_order_return.custom.return_reason contains "wrong"
    or sales_order_return.custom.return_reason contains "incorrect"
  then
    set $category to "wrong-item"
  end

  when
    sales_order_return.custom.return_reason contains "size"
    or sales_order_return.custom.return_reason contains "fit"
  then
    set $category to "size-fit"
  end

  set sales_order_return.custom.category to $category
end

The category drives routing and disposition decisions. Adjust the patterns to match the reason codes your system actually uses.

Route damaged returns to disposal

Build this in the visual editor. Warehouses come from a named dropdown. The facility names (after /) are platform-specific; the values shown below assume your warehouse platform supports facility codes named “Damaged Goods” and “Restocking”.

rule "Route damaged returns"
  when
    sales_order_return.custom.category is "damaged"
  then
    route sales_order_return to warehouse 1 / "Damaged Goods"
  end

  when
    sales_order_return.custom.category is "standard"
    or sales_order_return.custom.category is "size-fit"
  then
    route sales_order_return to warehouse 1 / "Restocking"
  end
end

Damaged items go to a disposition area; restockable items go back into inventory.

Flag high-value returns for review

rule "Flag high-value returns"
  accumulate sales_order_return_items in sales_order_return
    total: sum sales_order_return_item.custom.refund_amount
  end

  when total > 500.0 then
    set sales_order_return.custom.tag to "high-value-review"
    set sales_order_return.notes to "Review required: $" & total as text & " refund"
  end
end

High-value returns get a tag that downstream notification rules or dashboards can pick up.

Fail returns with missing data

rule "Fail returns without RMA"
  when
    sales_order_return.custom.rma_number is blank
  then
    fail sales_order_return with "Return " & sales_order_return.id & " has no RMA number"
  end

  when
    sales_order_return.custom.original_order_id is blank
  then
    fail sales_order_return with "Return " & sales_order_return.id & " has no original order reference"
  end
end

A return that can’t be traced back to an order is a problem. Failing it surfaces the issue for a human to fix the upstream data.

Tag fraud-likely returns

rule "Flag potentially fraudulent returns"
  when
    sales_order_return.custom.return_reason is blank
    or sales_order_return.custom.condition is "unknown"
  then
    set sales_order_return.custom.tag to "review-fraud"
  end

  when
    sales_order_return.custom.days_since_purchase > 90
  then
    set sales_order_return.custom.tag to "review-old"
  end
end

Returns with missing reason codes, unknown condition, or far-out-of-policy timing get tagged for review. Tagging is gentler than failing — the return continues, but the tag flags it for human review downstream.

Reject restocking on certain SKUs

rule "Don't restock hygiene items"
  for sales_order_return_items in sales_order_return
    when
      sales_order_return_item.sku starts_with "HYGIENE-"
      or sales_order_return_item.sku starts_with "INTIMATE-"
    then
      reject sales_order_return_item
      # Item won't be added back to inventory
    end
  end
end

For categories that legally or hygienically can’t be restocked, reject the line item so it doesn’t go back into available stock.

Tips

• The return is the primary record. Unlike Shipment Notification or Invoice Export, the Return Import hook doesn’t expose a parent order — only the return itself. If you need the original order’s data on the return, copy it onto a custom field at order time.
• Reason codes vary by source. Different returns systems use different conventions. Test patterns against real returns from your specific system rather than assuming.
• Returns rules often pair with notifications. A tag set in a return rule is most useful when an alert or dashboard reacts to it — DropStream’s alerting system can watch for tags and notify staff.