Automation

The Automation hub is where you set up everything RefundSentry does for your store without asking. Four first-class automation channels plus a customisable workflow rules engine.

Four automation cards

• Customer Tagging — Once you switch its rules on (they start paused), applies refundsentry:high-risk, refundsentry:medium-risk, and refundsentry:low-risk tags to the customer behind each scored return in Shopify. Feeds your existing Shopify Flow rules, Klaviyo segments, and CDP.
• Order Holds — Once you switch its rules on (they start paused), pauses fulfilment when a customer has a high return rate or matches a chargeback / fraud-ring signature. Configure the auto-release window so legitimate orders don’t sit indefinitely. Held orders queue.
• Shopify Flow — Pre-built Flow templates that route RefundSentry events into your existing Shopify automations. Templates cover tagging, notifications, and order flagging.
• Auto-Watch — Once you switch its rule on, adds high-score customers to the Watchlist; after a report, customers who match two or more abuse patterns are added by default. 90-day expiry, reset on each new scored event.

Copilot suggestions

A green-gradient suggestion card surfaces above the automation cards when the engine spots a clear pattern that could be automated — e.g. “42% of your HIGH-risk returns are from 7 customers; add them to the watchlist?” One click applies the suggestion.

Workflow rules table

The lower half of the page is the workflow rules engine: if-this-then-that rules that fire when RefundSentry scores a return. Every rule has three parts:

1. Trigger — When to evaluate the rule (today: “return scored”; spec 204 generalised this to order subjects too).
2. Conditions — Filters the event must match. Common: risk zone, score range, return value, customer return count, customer tags, and the checks behind the score.
3. Actions — What to do when matched.

Available actions

• Tag the order with one or more custom Shopify tags.
• Tag the customer with one or more custom Shopify tags.
• Add an order note from a template (supports {{riskScore}}, {{riskZone}}, and signal-name placeholders).
• Hold the order — Pause fulfilment for human review.
• Send a notification — Slack or email via the channels configured in Settings.

Default rules

Every new shop is seeded with three default tagging rules, all paused until you switch them on, and all of which you can edit or delete:

• High Risk: Tag + Notify — HIGH zone => tag order with refundsentry:high-risk + refundsentry:review, tag customer with refundsentry:high-risk, add an order note.
• Medium Risk: Tag — MEDIUM zone => tag order and customer with refundsentry:medium-risk.
• Low Risk: Tag — LOW zone => tag order and customer with refundsentry:low-risk.

Notice these only tag and add a note, and none runs until you switch it on. Add holds and notifications when you trust the scoring.

Building your own rule

Click New rule on the rules table. The visual builder walks you through trigger, conditions, and actions. Once you save it as a paused draft, you can count its matches on your history (90 days, 12 months, or all history) before you switch it on — the preview shows exactly which historical events would have triggered the rule and what action would have run.

Fault isolation

Workflow failures never block scoring. If a Slack post fails or a tag mutation errors out, the return is still scored, the customer is still in the database, and the failure is logged on the event’s audit trail. Open the workflow rules table to see what fired, what succeeded, and what didn’t.

Common patterns

• Worn-once return defence — Risk zone HIGH + return reason cluster ≠ “defective” + days since delivery ≤ 5 => hold fulfillment + Slack alert.
• Repeat refunder triage — Customer return count ≥ 5 + score ≥ 50 => tag with refundsentry:serial-returner.
• VIP protection — Customer lifetime spend ≥ $500 + score ≥ 40 => email the merchant lead instead of holding the order.

Next steps

• Read how risk scoring works so you know what you can filter on.
• Tune your thresholds so the right events hit each zone.