A replacement request should reach a person quickly.
Damaged-product reports need both speed and judgement. This demo shows the four branches — auto-replace, ask for a photo, flag for approval and propose an alternative.
What triggers this workflow
Form or email lands in the support inbox with the order ID, photo and description.
Source: Support form / email
Workflow steps
- Twenty CRMCaptureReport lands in Twenty CRM as a Support Case with the order, photo and description.
- n8nClassifyLow-value + first report → auto-replace. Photo needed → ask. High-value or repeat → flag for approval.
- ListmonkSendEmail per branch with a clear next step.
- Chatwoot + Twenty CRMHand-offFlagged reports go to the customer lead for approval.
Tools used
Human handoff
A replacement is always a person's decision
Automated branches handle the low-value, low-risk cases quickly. Anything that touches a high-value order, a repeat claim or a policy question goes to a human reviewer.
- Order is over the agreed value threshold
- Customer has made a replacement claim in the last 90 days
- Customer disputes the replacement and asks for a refund
Try it in your browser
Edit the sample inputs, choose a branch, and see what the workflow produces. The sandbox runs offline — no accounts touched, no messages sent.
Try it in your browser
Edit the inputs, pick a branch, and see what the workflow produces. Runs entirely in your browser — no messages are sent, no accounts are touched.
1. Customer report received
Hannah — order ORD-22841 — issue: "Arrived chipped".
2. Triage branch
Subject: Replacement is on its way — order ORD-22841 Hi Hannah, We've authorised a replacement for your ORD-22841. Tracking will land in your inbox within 24 hours. Please keep the damaged item for 7 days in case our team asks for a photo — sometimes the manufacturer wants one for their QA log. — Outback Gear Repairs
Sample data only. Numbers, names and messages are placeholders for illustration. Wire the live workflow separately using the setup notes below.
Setup for production
Wiring it for production
Live deployment needs the support case source, the value threshold and an approver.
- Connect the support form / email inbox as the trigger.
- Set the value threshold for the auto-replace branch (default $200).
- Configure the approval routing so the customer lead gets a Chatwoot notification.
- Document the alternative-offer wording (refund, store credit, repair) for the customer.
Production prerequisites
- Order value threshold agreed internally
- Customer lead named as the approver
- Replacement policy documented in plain English
Nothing here runs by default. Configuration has to be in place before any live send, booking or contact write.
Questions
Could a bad actor exploit the auto-replace branch?
That's why the auto-replace branch only handles low-value, first-time reports. Repeat claims or anything over the value threshold goes to a human reviewer.
What if the customer prefers a refund?
The alternative branch offers refund, store credit or repair — whichever fits. The customer picks; the team confirms.
More demos you can run in your browser
Want this damaged product replacement workflow running on your stack?
Pick the demo you're curious about or describe your own. We'll come back with what a real deployment looks like for your business — the workflow, the prerequisites, the people involved.