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If you want customers to create RMAs through the Returns Portal for items that are normally out of policy, you can use a workaround based on a dedicated policy rule and Shopify order tags.

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How This Works

  1. Create a policy rule specifically for out-of-policy scenarios.
  2. Configure the policy rule to apply only to orders that contain a specific Shopify tag, such as out-of-policy.
  3. In Shopify, add the out-of-policy tag to an order whenever this type of exception occurs.

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Example Scenario

  1. Your return policy allows returns only within 30 days of purchase.
  2. A customer attempts to create a return after 32 days, but cannot do so because the order is out of policy.
  3. The customer contacts you for assistance.
  4. Instead of creating the RMA internally from the Dashboard, you add an order tag (for example, out-of-policy) to the order.
  5. The customer returns to the Returns Portal and successfully creates the RMA.
This approach allows you to handle exception cases efficiently while maintaining control over your standard return policy.