Keep Item Flow

overview the keep item flow allows a customer to keep the item instead of returning it this is typically used in scenarios such as faulty or damaged items low value items items not worth the cost of return shipping when selected, the customer does not send the item back how it works when the keep item method is selected the resolution is automatically approved the return is completed immediately no shipping or tracking is required important as soon as a keep item return is lodged and submitted, the resolution is approved instantly this means there is no manual review step by default the resolution is actioned immediately because of this, it is strongly recommended to introduce an “in review” state before approval using flows recommended best practice to prevent misuse use flows to require image upload (for example, faulty proof) route keep item returns into an “in review” status manually approve once validated this ensures customers cannot automatically receive a resolution without review using flows with keep item flows can be used to only show keep item when return reason = faulty restrict by item value restrict by product type restrict by customer behaviour keep item should generally not be shown broadly without condition