A complete guide: Shopify Return Sync
Overview
Shopify Sync feature connects Synctrack Returns with Shopify Returns, allowing return and exchange workflows to sync between Synctrack and Shopify Admin.
The Shopify Sync setting controls advanced return and exchange actions with Shopify Returns, such as creating Shopify returns, syncing return statuses, Shopify Email, return shipping labels, refunds, restocking, and exchanging products in the original order.
How to activate Shopify Sync?
- Go to Settings > Configuration.
- Enable the "Shopify sync" section.
Shopify Sync enabled vs disabled
Area | Shopify Sync disabled | Shopify Sync enabled | Screenshot |
|---|---|---|---|
Return request created in Synctrack | Return is created in Synctrack only. It is not created as a Shopify Return. | Return is created in Synctrack and synced to Shopify as a Shopify Return. | |
Shopify order tag | No return tag is added to the Shopify order. | Synctrack adds the “Returns Drive” tag to the original Shopify order. | |
Return timeline in Shopify Admin | Return information is not synced to Shopify’s return timeline. | Return information can appear in Shopify Admin. | |
Approve return in Synctrack | Status changes in Synctrack only. | Synctrack approves the corresponding Shopify Return. | The same as Synctrack admin. |
Reject return in Synctrack | Status changes in Synctrack only. | Synctrack declines the corresponding Shopify Return. | The same as Synctrack admin. |
Cancel return in Synctrack | Status changes in Synctrack only. | Synctrack cancels or declines the corresponding Shopify Return. | The same as Synctrack admin. |
Resolve / close return | Status changes in Synctrack only. | Synctrack can close the Shopify Return, and Shopify close events can update Synctrack. | The same as Synctrack admin. |
Return created or updated in Shopify Admin | Shopify return actions do not update Synctrack return status. | Shopify return actions can update Synctrack through Shopify webhooks. | |
Refund from Synctrack | Refund may still be processed depending on the refund flow, but Shopify Return sync features are limited if no Shopify return exists. | Refund can be synced through Shopify Returns when the return exists in Shopify. | |
Refund from Shopify Admin | Does not update Synctrack return process through Shopify Sync. | Shopify refund events can update Synctrack refund history, refunded quantities, and refund status. | |
Restock / receive returned items | Restock is handled locally in Synctrack and inventory in Shopify will not be updated. | Restock can be synced to Shopify Returns when the return exists in Shopify. | |
Return shipping label through Shopify | Not available through Shopify Return shipping workflow. | Synctrack can create Shopify return shipping and sync the tracking label information to Shopify | |
Shopify Email | Not available. Synctrack email should be used instead. | Available. Shopify can send return notifications when Synctrack sends Shopify return actions with customer notification enabled. | |
Add exchange product to original order | Not available. | Available. Synctrack can add exchange products to the original Shopify order through Shopify Returns. | |
Default Shopify data sync
The following data is synced from Shopify to Synctrack by default, whether Shopify Sync is enabled or disabled.
Data type | Sync direction | When it syncs | Example synced data |
|---|---|---|---|
Orders | Shopify → Synctrack | After app installation and through Shopify order webhooks | Order ID, order name, status, fulfillment status, financial status, customer, shipping address, currency, taxes, discounts, line items, fulfillments, transactions, tags, market data |
Products and variants | Shopify → Synctrack | After app installation and through Shopify product webhooks | Product ID, product name, product type, status, tags, options, image, variant ID, SKU, price, barcode, weight, stock, inventory item ID |
Customers | Shopify → Synctrack | After app installation and through Shopify customer webhooks | Customer ID, email, first name, last name, phone, tags, default address, currency, store credit account information |
Shopify Return Sync workflow
When Shopify Sync is enabled, the following return and exchange workflows can sync between Synctrack and Shopify.
Workflow | Sync direction | Notes |
|---|---|---|
Create return request | Two-way | Creates a Shopify Return from a Synctrack return request and reversely. |
Approve return | Two-way | Approval in Synctrack can update Shopify. Approval in Shopify Admin can update Synctrack. |
Reject / decline return | Two-way | Rejection in Synctrack can decline the Shopify Return. Decline in Shopify Admin can update Synctrack. |
Cancel return | Two-way | Cancellation in Synctrack can cancel or decline the Shopify Return. Cancellation in Shopify Admin can update Synctrack. |
Close / resolve return | Two-way | Closing in Shopify Admin can mark the return as resolved in Synctrack. |
Refund | Two-way | Synctrack can refund through Shopify Returns. Refunds created in Shopify Admin can update Synctrack. |
Restock | Two-way | Restock can sync when the return exists in Shopify. |
Return shipping label | Two-way | Synctrack can create Shopify return shipping and sync the label information to the Shopify reversely. |
Exchange product in original order | Synctrack → Shopify | Adds exchange items to the original Shopify order through Shopify Returns. |
Shopify Email | Synctrack → Shopify → Customer | Shopify sends customer notifications when Shopify Email is selected and Shopify Sync is enabled. |
Features that require Shopify Sync
Feature | Why Shopify Sync is required |
|---|---|
Shopify Email | Shopify Email uses Shopify return actions and |
Add exchange product to original order | This uses Shopify Returns exchange line items on the original order. |
Manage returns from Shopify Admin | Synctrack only processes Shopify return webhooks when Shopify Sync is enabled. |
Return shipping label through Shopify | Requires a Shopify Return and reverse fulfillment order. |
Refund through Shopify Returns | Requires the return to exist in Shopify. |
Restock through Shopify Returns | Requires the return to exist in Shopify. |
Sync Shopify return statuses to Synctrack | Requires Shopify return webhooks to be processed by Synctrack. |
Who can use the feature?
Available on Premium plan
FAQs
- When I enable Shopify Sync, will old return requests be synced automatically?
It depends on the sync direction:
- From Synctrack to Shopify: No. Shopify Sync only applies to return requests created or updated after the feature is enabled. Old Synctrack return requests are not automatically created as Shopify Returns.
- From Shopify to Synctrack: Old Shopify returns can be synced into Synctrack by using the "Resync button" in Management, if the return data is available from Shopify.
- Do I need to enable Shopify Sync for Synctrack to import my Shopify orders?
No. Synctrack syncs Shopify orders by default after app installation and through Shopify order webhooks. Shopify Sync is only required for syncing return and exchange workflows with Shopify Returns.
- Do I need Shopify Sync for products, variants, and customers to appear in Synctrack?
No. Products, variants, and customers are part of Synctrack’s core Shopify data sync and are synced by default.
- What is the difference between core Shopify data sync and Shopify Sync features?
Core Shopify data sync imports orders, products, variants, and customers into Synctrack. Shopify Sync connects Synctrack return and exchange workflows with Shopify Returns, including return status updates, refunds, restocking, labels, and Shopify Email.
- If Shopify Sync is disabled, can customers still submit return requests?
Yes. Customers can still submit return requests in Synctrack. The request will be managed in Synctrack only and will not be created as a Shopify Return.
- If Shopify Sync is disabled, will return status changes appear in Shopify Admin?
No. Return approvals, rejections, cancellations, and resolutions made in Synctrack will not update Shopify Returns when Shopify Sync is disabled.
- If I approve a return in Shopify Admin, will it update Synctrack?
Only if Shopify Sync is enabled. If Shopify Sync is disabled, Shopify return actions are not synced into Synctrack’s return workflow.
- Why do I not see the return request in Shopify Admin?
Shopify Sync may be disabled, your plan may not support Shopify Sync, or the return was created before Shopify Sync was enabled. Only returns synced with Shopify will appear as Shopify Returns.
- Will old return requests be synced to Shopify after I enable Shopify Sync?
Existing Synctrack return requests are not automatically backfilled to Shopify in the normal workflow. Shopify Sync applies to return and exchange actions going forward unless a manual or special sync action is performed.
- Will old Shopify orders be imported after enabling Shopify Sync?
Shopify orders are not dependent on the Shopify Sync setting. Orders are synced by Synctrack’s core data sync after installation and through order webhooks.
- Can I use Shopify Email without enabling Shopify Sync?
No. Shopify Email depends on Shopify return actions with customer notification enabled. If Shopify Sync is disabled, use Synctrack email instead.
- Why was no email sent when I selected Shopify Email?
Shopify Email requires Shopify Sync and a synced Shopify Return. If Shopify Sync is disabled, or the return does not exist in Shopify, Shopify cannot send the return notification email.
- Can Synctrack send emails if Shopify Sync is disabled?
Yes. You can use Synctrack’s own email sender options, such as no-reply or connected user email, depending on your notification settings.
- Do refunds require Shopify Sync?
Refunds through Shopify Returns require the return to exist in Shopify, so Shopify Sync should be enabled. If the return is not synced to Shopify, refund-related Shopify Return actions may not be available.
- If I refund directly in Shopify Admin, will Synctrack know?
Yes, if Shopify Sync is enabled and the refund is connected to a Shopify Return that Synctrack can match. Synctrack can update refund history and refunded quantities from Shopify refund events.
- Does restocking require Shopify Sync?
Restocking through Shopify Returns requires Shopify Sync and a Shopify Return. If there is no Shopify Return, Synctrack may only update restock status locally.
- Can I create an exchange order without Shopify Sync?
Exchange requests can be managed in Synctrack, but Shopify-based exchange order creation requires Shopify Sync because Synctrack needs to create or update Shopify order and return data.
- What is “Add exchange product to original order”?
It means the exchange item is added to the original Shopify order through Shopify Returns instead of creating a separate Shopify exchange order. This requires Shopify Sync.
- What is the difference between creating a separate exchange order and adding exchange items to the original order?
A separate exchange order creates a new Shopify order for the exchange item. Adding exchange items to the original order keeps the exchange under the original Shopify order through Shopify Returns.
- Why is the “Add exchange product to original order” option unavailable?
This option requires Shopify Sync because it uses Shopify Returns exchange line items on the original order. It may also depend on your plan and Shopify API eligibility.
- Will Shopify Sync add a tag to the original Shopify order?
Yes. When Synctrack creates a Shopify Return, it can add the “Returns Drive” tag to the original Shopify order.
- Will Shopify Sync change my product or customer data in Shopify?
No. Product, variant, and customer sync is from Shopify to Synctrack. Shopify Sync does not update product or customer data back to Shopify.
- Will Shopify Sync create returns for all past Synctrack return requests?
Not automatically. Shopify Sync is designed for ongoing return and exchange workflow sync.
- Can I turn Shopify Sync off later?
Yes. If you turn it off, core data sync still continues, but return and exchange actions will stop syncing with Shopify Returns.
- What happens to returns already synced to Shopify if I disable Shopify Sync?
Existing Shopify Returns remain in Shopify, but new status changes from Synctrack will not be synced to Shopify, and Shopify return webhook updates will not update Synctrack’s return workflow.
- Why do order, product, and customer updates still appear even when Shopify Sync is off?
Because those updates are part of Synctrack’s core Shopify data sync, not the Shopify Sync feature toggle.
- Will analytics include return requests from both Synctrack and Shopify Admin when Shopify Sync is enabled?
Yes. When Shopify Sync is enabled, return requests created in Synctrack and return requests created or updated from Shopify Admin can both be synced into Synctrack. Synctrack analytics will then calculate return data based on the return requests stored in Synctrack, including requests from both sources.
Updated on: 28/05/2026
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