Configuration -> Advanced Rules -> Add a new Rule
Then change the Trigger to selected return reason.
Locate and copy the exact text from your return reasons for faulty items, "Item defective or doesn't work" in to the Value field. To locate return reasons head to Configuration -> Returns.
Then all you have to do is enable Make changes to this section? for Other options and enable Manually approve return ("Pending" status).
If you're wondering, is it possible to provide Pre-Paid Labels only for faulty/defective items your answer is in Return methods just above. So, all you have to do is enable Make changes to this section? and Pre-Paid Return Label (automatic).
Note: If you haven't done already, for this to work as you would like it to you'll have to have the Pre-Paid Return Label (automatic) disabled in Configuration -> Returns.
How about requiring your customers to upload photos for specific conditions?
As long as you've got Make changes to this section? for Other options enabled all you have to do is enable Customer Photo Upload.
Note: To have this option you'll need to have the Customer Photo Uploads Add-on. To learn more please head over to Photo Uploads Add-On / Let customers upload photos for a return.
Now lets say you want to have multiple return timeframes, first up to 30 days and the second up to 60.
If the customer initiate a return within 30 days you'll refund the amount to their original payment method. However, if they initiate it after but within 60 days they're only entitled to Store Credit.
For this scenario lets assume you've got your Return timeframe (in days) in Configuration -> Returns set to 30.
Set the Trigger to "Days since delivery date" with a "less than" Operator and Value 60. Then scroll down to Return options enable Make changes to this section? and Store Credit.
There are many different configurations you can put in place to simplify and streamline your returns. So, if there is a specific rule you want to put in place and aren't sure of how to do it feel free to reach out to us at [email protected]. We will be more than happy to help!
Finally just remember to click on save changes.