Purpose

Reusely’s Workflow Customization feature allows you to manage how offers move through different stages and how customer communications are triggered.

Workflows can be used for:

Mail In
In Store
Batch Quote
Easy Offer
Custom Location

You can customize workflow statuses, triggers, email content, and dynamic tags to create a process that matches your business workflow.

Steps

Step 1: Accessing Workflow Settings

Open Workflow Settings

From your Reusely dashboard, go to Workflow Settings. This is where you can view and manage the workflows available for your account.

Select a Workflow

Depending on your account setup, you can manage workflows for:

Mail-In – for offers that are processed via mail
In-Store – for redemptions handled at physical store locations
Batch Quote – for large-volume trade-in requests submitted and managed in bulk
Easy Offer – for simplified, form-based offers submitted online
Custom Location – locations for trade-in events, pop-up buyback programs, warehouse intake, or manual trade processing workflows.

Each workflow can contain different statuses based on the process you want to use.

Common workflow statuses include:

Leads
Pending
In Transit
Delivered
Being Inspected
On Hold
Payout Processing
Completed / Payment Sent
Not as Described
Returned

Automatically Updated Statuses

Some workflow statuses can be updated automatically based on external information, particularly shipping and tracking information from supported carriers.

For example:

When a package is scanned by the carrier, the offer can automatically move from Leads to In Transit.
When the carrier confirms delivery, the offer can automatically move to Delivered.

Automatic status updates reduce manual work and help keep offer information up to date.

For automatic tracking updates to work correctly:

The tracking number must be entered correctly.
The selected carrier must provide tracking updates that Reusely can receive.

Manually Updated Statuses

Some workflow statuses require your team to update them manually because they depend on actions that cannot be detected automatically.

For example:

Inspecting a device
Placing an offer On Hold
Marking an offer as Not as Described
Starting or completing a payout
Marking an offer as completed

Your team can manually update the status whenever the offer reaches the corresponding stage.

Step 2: Create a New Custom Workflow Status

Add a Workflow

Click Add Workflow to create a new workflow status. You can use this when you need to add a new stage to your process or create a customized workflow for a specific use case.

Set Workflow Details

Enter the following information:

Status Name: The name displayed for the workflow status. This can be customized to match your process.
Short Name: A shorter internal name for the status.
Description: An explanation of what the status means or when it should be used.

Configure Triggers

Determine how and when this workflow should activate:

Set the Trigger Settings (0, 1, 2, or 3)
Time Delay (Immediately, Day, or Hour).
Note: The Time Delay options will only be available if the Triggers are set to a value greater than 0.

Email Configuration

Brand and personalize your email content:

Shows your company logo for consistent branding
Add BCC recipients, set the subject line, and write the email message

Click Save once your workflow is ready.

Using Dynamic Tags in Workflow Emails

To make your workflow emails more personalized and relevant, Reusely allows you to insert dynamic tags (also known as merge tags or variables) into your email content. These tags automatically pull in specific customer or offer details when the email is sent, so every message feels tailored — without requiring manual editing.

Common Dynamic Tags Available

Here are some examples of tags you can use in your workflow email templates:

{{customer.first_name}} – Customer's first name
{{customer.last_name}} – Customer's last name
{{customer.email}} – Customer's email address
{{offer.id}} – The unique ID of the offer

When you send the email, these tags will automatically be replaced with the actual data from the offer.

Step 3: Managing Existing Workflows

From the workflow list, you can manage the statuses of your existing workflows.

Click Edit to update the available settings for a workflow status, such as:
- Status name, if it is a custom status
- Description
- Trigger settings
- Time delay
- Email content
- Logo
- BCC recipients
- Email subject
Click Preview to review how the workflow email will appear before it is sent to customers. Use the preview to check your logo, subject line, email content, and dynamic tags.
Click Delete to remove a custom workflow status that is no longer needed.
Default Reusely statuses cannot be deleted.

Editing a workflow works just like creating a new one. Don’t forget to update the logo, BCC, subject, and message as needed. Always click Save after making changes.

Tips & Notes

Review your workflow descriptions regularly so your team knows what each status represents.
Use dynamic tags to personalize customer communications.
Make sure trigger settings and time delays match your intended workflow.
Keep email subjects and messages clear and relevant to the status.
Default statuses cannot be renamed. Custom statuses can be renamed after they are created.
Make sure tracking numbers are entered correctly if you rely on automatic shipment status updates.

You’ve now completed your workflow customization in Reusely. Keeping your workflows organized and up to date ensures consistent communication, improved operational efficiency, and a better customer experience. Use workflows to automate and simplify actions so your team stays efficient and your offers stay on track. every time.