Automations overview
Starter plan and upAutomations handle routine returns for you. A workflow is a small rule: when a request matches the conditions you set, Falcon takes an action, like approving it or refunding it. Anything that doesn't match stays with you to handle by hand.
Open Settings → Automations.
The four kinds of workflow
| Workflow | When it runs | What it does | Plan |
|---|---|---|---|
| Auto-approve workflow | When a request is submitted. | Approves matching requests and syncs them to Shopify. | Starter and up |
| Auto-refund workflow | When items are marked received. Refund requests only. | Refunds the request. | Growth and up |
| Auto-exchange workflow | When items are marked received. Exchanges only. | Creates the exchange order. | Growth and up |
| Specific workflow | When a request is submitted. | Adds tags to the request so your team can filter it. | Growth and up |
Read more in Auto-approve and Auto-refund and auto-exchange.
Conditions
Every workflow can check the same four things. A request matches when it meets every condition you set. Leave a condition empty to allow any value.
| Condition | Matches when |
|---|---|
| Return solution | The customer chose one of the solutions you tick, like Replace item or Refund to store credit. |
| Shipping method | The customer chose one of the shipping methods you tick. |
| Return reason (every item) | Every item in the request has one of the reasons you tick. One item with another reason and the request doesn't match. |
| Maximum request value | The refund plus exchange value is at or below this amount, in your store currency. |
A workflow with no conditions matches All requests. Hover over a workflow's name to see a summary of its conditions.
Create a workflow
- Go to Settings → Automations.
- Click Create workflow and pick the kind. You can also click the add button at the bottom of a card, like Add auto-approve workflow.
- Enter a Workflow name.
- Set the conditions you need.
- For auto-refund and auto-exchange, choose the actions. For a specific workflow, add tags.
- Click Save.
New workflows start switched off
A saved workflow is Inactive until you turn on its switch. This lets you check it before it runs.
To change or remove a workflow, click the three dots on its row and pick Edit or Delete.
Order and priority
Within each card, workflows are listed by priority. When a request matches more than one workflow of the same kind, the topmost one takes effect. Drag a row by its handle to change the order.
Specific workflows are the exception. Every matching specific workflow adds its tags, so a request can get tags from several of them.
Put narrow rules first
Place your strictest workflows at the top and broad ones, like All requests, at the bottom. That way the specific rule wins when both match.
Status, successes and errors
Each row shows a status:
| Status | Meaning |
|---|---|
| Active | Switched on and your plan includes it. It runs. |
| Inactive | Switched off. It doesn't run. |
| Upgrade required | Switched on, but your plan doesn't include this kind. It's saved but doesn't run. |
Auto-approve, auto-refund and auto-exchange rows also count Successes and Errors. A success means the workflow did its job. An error means it matched but couldn't finish, for example when Shopify refused a refund. The request then stays where it was for you to handle, and the return's timeline explains what went wrong.
When your plan doesn't include a workflow
Your workflows are never deleted. On a plan without them, they're saved but paused, and a banner at the top of the page tells you so:
- On Free, all workflows are paused. The banner reads Automation workflows are paused on your plan.
- On Starter, auto-approve runs. Auto-refund, auto-exchange and tagging workflows are saved but won't run until you upgrade to Growth.
Upgrade on the Plans page and they start working again.