Start a return
template.
The Start a return template is a ready-made Dazza workflow for returns and exchanges. Dazza collects order number, email, item and reason, asks the customer to confirm, then sends the request to your team’s inbox. Every detail, check and message can be changed.
The questions
it answers.
Dazza uses it when the customer wants to return or exchange something they bought. You can change that sentence, and Dazza follows the new one.
“Can I return this?”
“It doesn’t fit. Can I swap it for a 12?”
“It arrived damaged.”
“You sent the wrong colour.”
“How do I send this back?”
What it asks for.
Nothing more.
Dazza asks only for what’s missing, never for what it’s already been told, and checks emails, numbers and dates as it goes. Add, remove or reorder details, up to 10.
| DETAIL | TYPE | REQUIRED | CHOICES OR HELP |
|---|---|---|---|
| Order number | Short text | Required | — |
| Required | — | ||
| Item | Short text | Required | — |
| Reason | Choice | Required | Doesn’t fit, Changed my mind, Faulty or damaged, Wrong item, Something else |
Where the job
goes next.
This template uses Send to your team. Switch to another way to finish, or add decisions that choose between them.
Send to your team
The request lands in the Team queue of your inbox with every detail, and your team gets an email.
AS IT COMESShare a link
Dazza shows a button to a page, such as your booking page or a form, with details filled into the address.
SWITCH TO IT ANY TIMECall your system
Dazza sends a signed request to your system and answers from the reply. Scale and above.
SWITCH TO IT ANY TIMEThanks. We’ll email your return label and instructions shortly.
The checks,
out of the box.
Every check runs in code before the workflow does, so none of them rely on the AI behaving. Change any of them per workflow.
| Check | As it comes |
|---|---|
| Customer confirms first | On. Dazza shows the details and waits for the customer to press Confirm. |
| Customer verifies their email first | Off. Turn it on for anything about a customer’s own account (Growth and above). |
| Team approves before it goes ahead | Off. Turn it on to have your team approve or decline each one in the inbox (Growth and above). |
| Starts in | Test, so it only runs in your preview until you set it to Live. |
| Email and messaging apps | Web chat and apps only while Confirm is on. Turn Confirm off to use it on email and messaging apps. |
| Plan | Every plan. Starter includes 3 workflows. |
Who it suits.
How to adapt it.
The groups are a guide, not a rule. Any business can use any template, renamed to fit.
Who it suits
- Online stores
- Subscription boxes
- B2B suppliers, with the reasons renamed
Tips for adapting it
- Add a What would you like instead? detail for exchanges.
- Add decisions on Reason: if it’s “Faulty or damaged”, hand over to a person; if it’s “Changed my mind”, tell them your policy first.
- Turn on Team approves before it goes ahead (Growth and above), so your team checks each return before the customer is told it’s accepted.
- Put your returns policy in Knowledge, so Dazza explains it before it collects the return.
Does it issue refunds?
No. It collects the return for your team. Refunds happen in your own systems, or through a tool you connect, such as Stripe over MCP, with the checks you choose.
Can customers send a photo of the damage?
Yes. Customers attach photos and PDFs in the chat, or send them by email and on messaging apps. Dazza looks at them before it answers, and your team sees them in the conversation. See Photos and PDFs from customers.
Can it create a return label?
Not by itself. Switch it to Call your system (Scale and above) to send the return to your returns tool, and reply with the label link for Dazza to share.