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Automation

Customer tagging, order holds, Shopify Flow templates, auto-watch, and custom workflow rules.

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 — Auto-applies refundsentry:high-risk, refundsentry:medium-risk, and refundsentry:low-risk tags to every scored customer in Shopify. Feeds your existing Shopify Flow rules, Klaviyo segments, and CDP without any extra setup.
  • Order Holds— Auto-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— Automatically adds risky customers (high-score or fraud-ring members) to the Watchlist. 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, product tags, return reason cluster.
  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 rules, 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 are tag-only by default — safe to leave on while you learn the product. Add holds and notifications when you trust the scoring.

Building your own rule

Click New ruleon the rules table. The visual builder walks you through trigger, conditions, and actions. You can preview the rule against the last 30 days of returns before saving — 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

  • Wardrobing defence— Risk zone HIGH + return reason cluster ≠ “defective” + days since delivery ≤ 5 => hold fulfillment + Slack alert.
  • Serial returner 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