What it does
Comeback can flag requests from customers who return often, or who you've explicitly tagged, so you can look at them before they're auto-approved. It never declines a request automatically — every flagged request simply routes to manual review, exactly like any other request that needs your judgment.
Serial-returner flag
- Set a threshold: the default is 3 returns in 180 days, counted from actual Shopify returns on that customer's orders.
- When a customer at or above the threshold submits a new Path A request, it's routed to Needs review with a flag like "Serial returner (4 in 180 days)."
- The customer is never told about the flag. They see the same confirmation screen as any request that needs review — there's no different experience or messaging based on this flag.
Block-list tags
- Tag any customer with your chosen block-list tag (default:
no-returns) in Shopify admin. - Their next Path A request is routed to review and flagged, but not auto-declined — you decide case by case.
Why we built it this way
Returns fraud and abuse generate very little merchant complaint volume compared to billing and support issues, and many merchants handle it today with a manual Shopify Flow rule. We'd rather give you visibility and let you decide than build an automated "decline" that could get a genuine customer wrongly refused — and it keeps this from being a fully automated decision about a person, which matters both practically and for data-protection reasons.
Where to set it
Rules → Serial-returner & block list (Starter plan and above). Changes take effect on the customer's next request.