Returns teams using Returnless know that a new request can begin a chain of customer questions, approvals and shipping decisions. When the manual chase starts, customers may wait for an update while staff check the return form and decide what happens next. Zapier can send Returnless events to Mobile Message, so a customer receives a clear SMS at the point the return is recorded.

Use Return Created to acknowledge that a return has been logged, or Request Created to tell the customer that their request is being reviewed. Mobile Message’s Send SMS action can include a reference or next-step wording from the Returnless record. The supplied Returnless actions approve or reject requests, but they do not provide a suitable customer-facing result when started by an SMS event, so these workflows focus on notifications. This is a one-directional Zap for each event, not a shared returns record. Test the recipient field and message before enabling it.