With Resolutions you define which outcomes customers can request when submitting a claim – and you can vary them per Market. Resolutions are made up of three areas:
Product Groups (product-specific options)
Fallback (default options for everything not in a group)
Visibility (whether the customer sees the choice step)
Read also: Markets – localize your rules per country/region
https://help.returnflows.com/da/articles/11439323-markets-tilpas-dine-returvilkar-efter-lande-og-regioner
1) Product Groups
What is it?
Groups that let you offer tailored resolutions to selected products/product types.
A product can belong to one group only. If it’s already in Group 1, it cannot be added to Group 2.
If a product matches no group, the system uses Fallback.
Create a group
Go to Settings → Claims → Resolutions.
Click Add group.
Name the group (internal only).
Select the products/product types to include.
Save.
What’s inside a group?
Each group contains two sections:
A. Compensation Resolutions
Customer keeps the item and receives compensation (usually a lower amount):
Giftcard – e.g., 30% of Product Value
Refund – e.g., 20% of Product Value
Use Actions → Edit to set the compensation %.
The % is calculated from the actually paid line price (after discounts, excluding shipping; VAT included).
Giftcard expiry follows your Return Giftcards settings.
Screenshot placement:
B. Return Resolutions
Customer returns the item and gets a full outcome:
Replacement – creates an exchange for the same variant. It’s on hold until the claim is approved, then released.
Giftcard – often with a bonus (e.g., 20% bonus of Product Value).
Refund – full refund per your policies.
Note: Resolutions shown to the customer reflect their desired outcome. You can always change it during review in admin.
Visibility per option
Every resolution has Status: Enabled / Disabled.
Disabled hides it from the portal only; you can still choose it internally while processing the claim.
2) Fallback
What is it?
Default resolutions used for any product not assigned to a group.
If you want the same options for all products, you can rely solely on Fallback.
3) Visibility
Show Resolution Step in Claim User Flow
ON: Customers pick their desired outcome in the portal (Compensation/Return).
OFF: They skip this step; you decide during review.
What customers see in the portal
When Visibility is ON, the “Choose resolution” step shows two blocks:
Compensation (keep the item)
Return (send it back)
Each block displays the options you’ve Enabled in the relevant Product Group or in Fallback.
Best practices
Start with Fallback; add Product Groups only where you need special rules (e.g., high-value or low-value categories).
Use Giftcard bonus in Return Resolutions to steer preference toward exchanges/giftcards.
Keep Replacement on hold until approval; leverage Auto-Close, WMS/TMS integrations and Alerts to automate release & shipping.
FAQ
Can a product be in multiple groups?
No. One product can belong to one group only. Fallback is used only if it’s not in any group.
How is the compensation % calculated?
From the actually paid line price (post-discount, excluding shipping; VAT included). Pro-ration is automatic.
Can I override the customer’s choice?
Yes. It’s just the desired outcome. You confirm/adjust it during review.
Does “Disabled” hide it from admins too?
No. It only hides it in the portal. Admins can still select it while processing the claim.