Once your integration between Returnflows and SmartPack is set up, your return handling becomes fully automated between the systems – from return creation to exchange release and case closing.
This guide explains the two main flows:
📦 Managing exchanges and release logic
📥 Creating and completing returns in SmartPack
1. 🔁 Exchanges – how it works
When a customer chooses exchange in Returnflows, a set of automated updates happen in Shopify and SmartPack.
✅ Shopify order is updated
The exchange product is added directly to the original order
It appears as “On Hold” until return is completed
🏷 Tag: hold-order
Returnflows adds the
hold-ordertag to the orderThis tag triggers the SmartPack workflow you set up during integration
This pauses the exchange line in SmartPack.
(Paused status visualized in SmartPack)
🔓 Automatic release
When the return is closed in Returnflows, or if Instant Exchange is active and the return is handed in:
The
hold-ordertag is removed from the Shopify orderThe order line is changed from “On Hold” to “Unfulfilled”
The SmartPack workflow detects the change and releases the item for packing
🛠 What if the exchange isn’t released?
If the tag is removed in Shopify, but the order is still not moving forward in SmartPack:
Go to the order in SmartPack
Click Edit Order
Remove the
hold-ordertag manuallySave
If this happens repeatedly, contact us at [email protected] or via in-app chat.
2. 📥 Returns – creation and processing
When a return is created in Returnflows, we immediately send it to SmartPack.
✅ The return appears in SmartPack
The return links directly to the original order
All items selected by the customer are included
The return is labeled with:
Reason = Returnflows
Action = Returnflows
This signals to SmartPack that Returnflows will handle the outcome (refund, gift card, exchange).
🧾 How returns are processed
Returns in SmartPack can be handled either:
In the UI (desktop)
Or via handheld scanners
Once the return is marked as “Finished” in SmartPack:
Returnflows detects the status change
The return is marked Closed
We then process the selected return action (refund, gift card or exchange)
INSERT IMAGE 6 HERE
⚠️ Key things to be aware of
1. Partial returns
If you only receive part of the return physically:
❌ Do not mark it as Finished in SmartPack
✅ Instead, go to Returnflows, click “Reset” and create a new return with the accepted items only
2. “Finished” status required
Returnflows will only close the return if SmartPack return state = Finished
INSERT IMAGE 7 HERE
3. Exchange release should be automatic
If it isn’t, contact our support team – we’ll help troubleshoot immediately.
✅ What works automatically?
Action | Automated? | Notes |
Return created in SmartPack | ✅ | When customer initiates return via Returnflows |
Exchange paused in SmartPack | ✅ | When |
Exchange released | ✅ | When |
Return closed in Returnflows | ✅ | When SmartPack marks it “Finished” |
🙋 Need help?
Wondering why an exchange wasn’t released, or need guidance on processing returns in SmartPack?
💬 Reach out to our support team – we’ll help you step by step.