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Launch Plan
Returns and Reverse Logistics Automation
[YourCompany.com] · Fulfilment Department · Prepared by FullSpec · [Today's Date]
This Launch Plan sets out exactly what is being built, how the build progresses from first call to go-live, what FullSpec needs from you to start, and what your team's role looks like once the automation is running. FullSpec handles every technical step of the build, testing, and deployment. Your role is to provide access to your existing tools, confirm one policy decision before the build begins, and stay informed at each stage. Nothing in this document requires technical knowledge on your part.
01What you're launching
Right now, every return your business receives lands as a separate email, portal ticket, or chat message and requires a staff member to read it, check eligibility, generate a shipping label, chase the warehouse for an inspection result, issue a refund, and then create a matching credit note in Xero. The whole sequence takes around 74 minutes of staff time per return and 7 hours every week in total. This automation replaces all of that coordination with three connected agents that handle intake, dispatch monitoring, and refund reconciliation automatically. The only two steps that stay with your team are the physical warehouse inspection and the manual review of any return that falls outside your policy rules.
Process
Returns and Reverse Logistics
Trigger
A customer submits a return request via the Shopify returns portal
Final output
A processed Shopify refund, an updated stock level, a Xero credit note, and a customer confirmation email sent automatically
Agents being built
3 agents: Returns Intake Agent, Dispatch and Monitoring Agent, Refund and Reconciliation Agent
Tools involved
Shopify, ShipStation, Xero, Gmail, Slack, Google Sheets
Volume
Approximately 60 returns per month (around 62 runs this month)
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02How the build works
The build runs across four sequential stages: Connect, Build, Test, and Launch. FullSpec leads every stage. You are involved at two points, providing tool access during Connect and approving the live flow during Launch. The Standard build for this process is scoped at four to five weeks of calendar time and 48 hours of build effort. Each stage has a clear handoff so you always know where things stand.
Complexity level: Moderate. This build involves API connections to six tools, conditional eligibility logic, a ShipStation delivery webhook, and Xero credit note creation. Estimated delivery window: 4 to 5 weeks of business days. The delivery clock starts at the close of Connect, not payment.
1Connect
Business days 1 to 3
FullSpec
Runs a structured onboarding call to confirm your return policy rules, edge cases, and tool access requirements. Reviews the current-state process map and confirms scope. Sends you a credential checklist and a policy documentation template to complete.
You
Attend the onboarding call (typically 60 minutes). Provide admin-level API credentials for Shopify, ShipStation, Xero, Gmail, Slack, and Google Sheets. Confirm your written return policy rules, including full, partial, and rejected refund conditions.
2Build
Business days 4 to 15
FullSpec
Builds all three agents in sequence: Returns Intake Agent (eligibility check, Google Sheets logging, ShipStation label creation), then Dispatch and Monitoring Agent (Gmail label dispatch, ShipStation webhook, Slack warehouse alert), then Refund and Reconciliation Agent (Shopify refund, inventory adjustment, Xero credit note, Gmail confirmation). Each agent is unit-tested before the next is started.
You
No action required during the build phase. FullSpec will contact you only if a credential is rejected or a policy edge case needs clarification. You can track progress via the milestone updates sent to your nominated email address.
3Test
Business days 16 to 19
FullSpec
Runs the full end-to-end QA suite including qualifying returns, non-qualifying returns, partial refunds, damaged goods scenarios, and Xero credit note matching. Tests the Slack warehouse alert against a delivered test shipment and confirms all Google Sheet entries are correct. Produces a signed-off QA report.
You
Review two to three live test returns that FullSpec runs through the system and confirm the outputs look correct from a business perspective. Brief your warehouse team on the Slack inspection form so they are ready for go-live. No technical review is required.
4Launch
Business day 20 to 21
FullSpec
Switches the automation to live, routes real Shopify return requests through the new flow, and runs a parallel check against your previous manual process for the first two business days. Hands over the SOP, runbook, and monitoring setup. Confirms Slack channel routing and Xero audit trail is functioning correctly.
You
Confirm go-live approval after reviewing the QA report. Notify your customer service and finance teams that the new process is active. Monitor the Google Sheets returns log for the first week to confirm entries are appearing as expected.
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03What FullSpec needs from you
FullSpec only needs access to your existing tools. No technical knowledge is required on your side and you do not need to install or configure anything yourself. The table below lists every credential required and when it is needed. All credentials should be ready before Connect closes so the build can begin without delay.
Shopify
Admin API key with read access to orders and write access to refunds and inventory
Before Connect closes
ShipStation
API key and API secret from your ShipStation account settings
Before Connect closes
Xero
OAuth 2.0 connection authorised by a Xero admin user with credit note write permissions
Before Connect closes
Gmail
Google account OAuth authorisation allowing the automation to send email on behalf of your support address
Before Connect closes
Slack
A Slack bot token with permission to post messages to your nominated warehouse channel
Before Connect closes
Google Sheets
A Google account with edit access to the returns tracking sheet, or permission to create a new one
Before Connect closes
One decision must be confirmed before Connect closes: your return policy rules must be documented in writing, covering exactly which orders qualify for a full refund, which qualify for a partial refund, and which are declined. This includes any special conditions for sale items, bundles, or partial orders. The eligibility logic inside the Returns Intake Agent is built directly from these rules. If this is not confirmed before the build starts, the delivery timeline will shift.
04Your role once live
Role
Ongoing responsibilities
What you no longer touch
You (business owner / ops team)
Monitor the Google Sheets returns log weekly. Ensure warehouse operatives submit the Slack inspection form for every return that arrives. Review any returns flagged by the automation as non-qualifying exceptions. Update FullSpec if your return policy rules change so eligibility logic can be adjusted.
Manually logging return requests, generating ShipStation labels one at a time, monitoring inbound shipment status, approving individual refund amounts, creating credit notes in Xero, sending refund confirmation emails.
FullSpec
Monitor the automation for errors, failed webhook events, and API connection issues. Apply updates when Shopify, ShipStation, Xero, or Gmail make API changes. Adjust eligibility rules when you notify us of policy updates. Available at support@gofullspec.com for any issues or change requests.
Not applicable. FullSpec is responsible for the technical operation of the automation end to end.
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05What success looks like
Timeframe
What to expect
Sign of success
Week 1
The automation is handling live return requests from the Shopify portal. Return labels are being generated and emailed without staff involvement. The Google Sheets returns log is populating automatically. Your warehouse team is receiving Slack alerts and submitting the inspection form.
No manual label creation steps needed. At least one full return cycle completes end to end (intake, label, delivery alert, inspection form, refund, credit note, confirmation email) without staff intervention for a qualifying return.
Month 1
Roughly 60 returns processed through the automated flow. Staff time per return is down to around 8 minutes (inspection and exceptions only), from 74 minutes previously. Refund turnaround is the same business day. Xero credit notes are being created automatically, with no manual finance entry required.
Your customer service team is no longer monitoring ShipStation for inbound shipments. Finance confirms that credit notes in Xero are matching Shopify refunds without manual reconciliation. Customer support queries about refund status have reduced noticeably.
Month 3
Approximately 180 returns processed automatically since go-live. Around 88 hours of staff time recovered in the first 90 days. The automation is operating without intervention for standard qualifying returns and your team is handling only exceptions and inspections.
The $4,550 overhead saving forecast for the first 90 days is tracking on target. Reconciliation errors at month-end have been eliminated. The build cost of $6,000 is on track for full payback by month 4.
Next step: FullSpec will send you the Connect session invite and the credential checklist within one business day of you confirming you are ready to proceed. If you have any questions before then, contact the FullSpec team at support@gofullspec.com and reference your process name (Returns and Reverse Logistics) so the right team member picks it up.
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