When a customer submits a complaint through your return form, Returbo needs to know how to resolve it. Should the customer get a refund? A replacement product? Or do you want to let them choose?
This guide walks you through the Resolution Flow setting in Returbo and explains exactly what happens in each scenario — so you can set it up with confidence.
Where to Find This Setting
Open the Returbo app from your Shopify Admin
Go to Settings → Request Settings → Complaints
Scroll down to the Resolution flow section
Your Three Resolution Options
1. Customer chooses between a replacement product or a refund
With this option, your customer sees both choices directly in the return form and picks what they prefer.
What happens next:
If the customer chooses a replacement product and it's in stock, Returbo automatically creates a new order for the item.
If the item is out of stock, the customer is automatically switched to a refund instead — no manual action needed on your end.
💡 Using "Keep selling if sold out"? If you've enabled this setting in Returbo and on the product in your Shopify store, Returbo can still create a new order for the item even if it's technically sold out.
2. Always send a replacement product
Choose this if you always want to send a new item when a complaint is approved.
What happens next:
Returbo automatically creates a new order for the item when the complaint is resolved.
If the item is not available, the resolution automatically switches to a refund.
3. Always issue a refund
Choose this if you prefer to handle all complaints with a refund.
What happens next:
The resolution type is pre-set to refund for every complaint.
You can still change this to a replacement in the Pending Approval stage before finalising the resolution.
A Note for Merchants Using Ongoing - Manual vs. Automatic Flow
How your complaints are processed depends on which flow you're using in Returbo:
Manual flow — You review each complaint in the Pending Approval stage before it's resolved. This gives you the flexibility to override the pre-selected resolution (for example, switching from a refund to a replacement, or vice versa) on a case-by-case basis.
Automatic flow — Complaints are resolved automatically using whichever option you've pre-selected in Resolution flow. There's no manual step in between.
If you want more control over individual complaint outcomes, the manual flow is the way to go.