What happens when rules conflict?

Creating Policy Rules may be a great way to control your customers' shipping, return and refund methods, but there may be specific situations where your rules conflict. This article will explore what will happen to the outcomes when one or more rules contradict each other.

As a rule of thumb, it is important to remember that PostCo 360 will evaluate the given rules and provide outcomes that are allowed when ALL rules are obeyed.

Scenario 1

Rule 1: Refunds via Original Payment Method are only allowed for returns made in 0-7 days.
Rule 2: Refunds via Gift Card are only allowed for returns made in 0-7 days.
Scenario: Customer initiates a return on day 3.

In the scenario above, there are two rules with exclusive refund methods made available for returns made between 0-7 days (either Original Payment Method OR Gift Card).

Evaluating both rules for this particular case when customer returns at day 3 shows that both rules contradict as the return fulfils both conditions. Therefore, both refund methods will NOT be made available to the customer.

Scenario 2

Rule 1: Refunds via Original Payment Method are only allowed for returns made in 0-7 days.
Rule 2: Exchanges are only allowed for items with product tag 'xchange'.
Scenario: Customer initiates a return on day 5 for a product with tag 'xchange'.

In the scenario above, the two rules conflict when the customer returns the product on day 5 (the app is being told to enable only original payment method refund AND only exchange at the same time). As a result, both exchange and original payment method refunds will NOT be made available to the customer.

If the customer initiates a return on day 8, Rule 1 is not enforced and the customer will be allowed to exchange their product.

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