Most ops work is a flowchart waiting to be drawn. Recustomer turns your runbook into a system: drag-drop triggers, branches, approvals, and actions across 50+ integrated systems. CS handles exceptions only.
Drag-drop conditions, branches, delays, approvals — the same flow you described in a Notion doc, now running in production. Every run captured, every version diffable, every change rollback-able in one tap.
82%
Auto-resolved
0
Lines of code
<1 day
Time to live
Step 1 · Trigger
Every event, wired in
Order placed, return started, refund requested, address changed, fraud signal, helpdesk ticket — pick any event from any system.
Step 2 · Branch
Conditions ops actually owns
If order > ¥30k → hold for review. If reason = damaged → auto-refund + RMA. If second cancellation in 30 days → escalate. Visual rules, queryable.
Step 3 · Act
Actions across your stack
Refund, hold inventory, notify carrier, send ESP campaign, post to Slack, escalate to manager — chained, branched, scheduled.
The library
Every return reason. Every action. All composable.
Return reasons, return methods, refund vs. exchange, customer attributes, order shapes, carrier signals — any branch you can describe, you can build. 80+ triggers, conditions, and actions, ready to drag in.
⚡
Triggers
12
Order placed
Return requested
Refund initiated
Cancel requested
Shipment delayed
Helpdesk ticket created
+ 6 more
◇
Customer & Order
28
Customer tag includes VIP
Lifetime orders > 10
Country = JP / US / EU
Order total > $500
Cart contains SKU
Days since order > 30
+ 22 more
↩
Return reason
14
Damaged in transit
Wrong size / fit
Wrong color / variant
Defective / quality issue
Changed mind
Not as described
+ 8 more
↻
Refund actions
8
Full refund to original
Partial refund (% or fixed)
Store credit
Gift card issuance
Hold pending QC
Reject with reason
+ 2 more
⇄
Exchange actions
9
Same SKU, different size
Same SKU, different color
Different SKU (equal value)
Upgrade (charge difference)
Auto-recommend alternatives
Instant exchange (pre-ship)
+ 3 more
⊞
Logistics
11
Generate return label
Schedule carrier pickup
Route to warehouse
Hold inventory
Trigger carrier rebook
Drop-off vs. ship-back
+ 5 more
Better together
Pair with Recustomer Tracking.
Workflow+Tracking· return windows from delivery, not from order
Most return policies say "30 days from purchase" because that's the only date the store knows. Pair Workflow with Tracking and the clock starts when the carrier marks the package delivered — fair to the customer, defensible to finance.
⌚
Return window from delivery date
Tracking feeds the delivered_at timestamp; Workflow uses it as the anchor. "30 days from delivery" is one condition, not a manual triage rule.
⊝
Auto-extend on shipping delay
Carrier reports a 4-day delay → return window extends 4 days automatically. No CS ticket, no goodwill credit, no awkward "we'll make an exception" email.
⌗
One source of truth
Carrier events, return events, refund events — all in the same audit log. Finance reconciles policy exceptions from one query, not three exports.
In feel, yes. Built for commerce: deeper triggers, native refunds, native carrier and warehouse actions, and a data model your finance team can audit.
Do I need engineers?
No. Ops builds and ships. Engineers review and approve high-risk workflows. Everything else, ops owns end-to-end.
Can I version workflows?
Yes — full versioning, staged rollout, instant rollback. Every run captured with inputs, branches, and outputs.
Does it work with my existing tools?
Shopify, BASE, ecforce, Zendesk, Gorgias, ShipStation, ShipBob, major BNPL, Slack — 50+ integrations out of the box. Custom systems via webhook in days.
How fast can we launch?
First workflow live in under a day. Most ops teams replace their first runbook page within the first week.
Pricing?
Volume-based on workflow runs. Free tier for testing. No setup fees.
Get started
Make ops a system, not a meeting.
Move your first runbook into Recustomer Workflow this week. Most teams retire their first ten Notion pages inside a month.
