A complete guide: Condition-based Workflows
Overview
With Synctrack Return, merchant can set multiple workflows in the return process for different return requests from customer via condition-based Workflow, a powerful automation tool that helps you manage returns more efficiently by:
- Show right resolution, methods, or return address for specific product, market, or customer segment.
- Automating return decisions based on specific conditions
- Set different time limits (return window) for particular conditions (NEW)
What you'll learn
In this article, we will explore how we can utilize this feature to automate all the return flow in one return process for different return requests:
Complete guide to set up your first workflow
Step 1: Plan Your Rule
Before creating, consider:
- What triggers the rule? (conditions)
- What should happen? (actions)
- Rule priority in your overall return process
- Expected Trigger: Collection A
- Expected Action: Return window = 35 days (order fulfillment date)
Step 2: Create Basic Structure
- Go to Settings → Workflow
- Click “Create workflow”
- Name your rule descriptively
- Choose condition logic (Any/All)
Step 3: Set Smart Conditions
Choose conditions based on:
- Order info:
- Order tag
- Order policy info
- Order fulfillment date
- Order delivery date
- Order creation date
- Product info
- Product type
- Product collection
- Product tag
- Product SKU
- Return info
- Return reason
- Return zone
- Return/Exchange options
- Customer infor
- Customer tag
- Customer segment (Shopify customer segment).
Step 4: Define Actions
Select appropriate:
- Show Return or exchange type
- Show Return method
- Show Resolution
- Set specific policy: order fulfillment, order delivery, and order created
Step 5: Enable the workflow to activate it on your return portal
Some suggested flows from merchants
Priority Management
- More particular rules → Higher priority
- General rules → Lower priority
- Regular review of rule order
- Maximum 20 rules – use them wisely
Different return window for return/exchange
Separate Return window
IF: Request from order fulfillment
: is greater than or equal to 14 days
THEN:
- Action Type: Return
Separate Exchange window
IF: Request from order fulfillment
: is greater than or equal to 30 days
THEN:
- Action Type: Exchange
VIP customers' return
Loyalty customer
IF: Customer tag = "VIP"
THEN:
- Set order fulfillment: prevent request from order fulfillment is greater than 90 days
- Resolution: Refund to original payment method
First purchasement customer
IF: Customer segment = "Customers who have purchased at least once
"
THEN:
- Action Type: Exchange
- Method: No shipment required
Seasonal Returns
Holiday Items
IF: Product Collection = "Holiday 2025"
THEN:
- Action Type: Exchange
- Resolution: Refund to gift card
Summer Collection
IF: Product Collection = "Summer 2024"
AND Return Reason = "End of Season"
THEN:
- Set order created: prevent request from order created is greater than 14 days
- Resolution: Refund to Store Credit
International Returns
European Returns
IF: Return Zone = "Europe"
AND Return/Exchange options = "Return"
THEN:
- Resolution: Refund by Online Bank Transfer
- Method: Ship with any carrier
IF: Return Zone = "Europe"
AND Return/Exchange options = "Exchange"
THEN:
- Resolution: Exchange for the same product
- Method: Ship with prepaid label
High-Value Items
Luxury Products
IF: Product Tag = "Luxury"
THEN:
- Action Type: Exchange
- Method: Ship with pre-paid label
Size/Fit Issues
Apparel Exchange
IF: Product Type = "Clothing"
AND Return Reason = "Wrong Size"
THEN:
- Action Type: Exchange
- Resolution: Exchange for different size or color
- Method: Ship with pre-paid label
Collection-Specific Rules
Limited Edition Items
A complAIF: Product Tag = "Limited Edition"
OR Product Collection = "Designer Collaboration"
THEN:
- Resolution: Refund to Store Credit
Who can use the feature?
Available on Premium plan
Updated on: 27/01/2026
Thank you!