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# 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](#2-complete-guide-to-set-up-your-first-workflow)
* [Some suggested typical flows from merchants](#2-some-suggested-flows-from-merchants)

## Start from a template

You do not have to build every workflow from a blank canvas. When you click "Create workflow", Synctrack now shows a **Choose a workflow template** gallery with ready-made, apparel-first presets - each one already has its conditions and actions filled in with valid values.

| Note: Templates are available on the Premium plan and above.

### How to use a template
1. On the **Condition-based workflows** page, click **Create workflow**. The **Choose a workflow template** modal opens.
2. Find a template that fits your case - search by keyword, or filter with the category chips: **All**, **Override display**, **Override window**, and **Coming soon**. Use the pagination at the bottom to browse more pages.
3. Click a template to apply it. The editor opens with the **Condition** and **Action** nodes pre-filled, and the condition logic (Any/All) set for you (one condition uses Any, multiple uses All).
4. The applied template is a **draft** - you can edit, add, or remove any condition, action, or value (resolution, return method, day thresholds, and so on). Day thresholds shown in a template are suggested values, not fixed defaults.
5. Click **Save draft** when it matches your store, then enable the workflow to activate it.

### Good to know
* Prefer to build manually? Click **Start from scratch** in the modal for a blank canvas (same as before).
* Want a different template later? Click **Browse template** in the editor (next to **Save draft**) to reopen the gallery and switch.
* A Shopify logo on a card means the template uses condition(s) synced from Shopify (Product, Order, Customer, or Shopify market). No new Shopify permissions are required.
* A **Coming soon** badge marks templates that use conditions not yet available; those cards cannot be selected until the condition ships.
* Templates only narrow, redirect, or override the options shown for a specific segment. They do not replace your Return or Product Policy - there is no separate "Block" action; blocking out-of-window requests is handled through **Set order fulfillment, delivery, or created** or your Policy.
* **Workflows can be set to Draft automatically:** If a workflow routes to a return address and that address is deleted, Synctrack sets the workflow to Draft instead of letting it run against a warehouse that no longer exists. Re-select an address and enable the workflow again to resume it.

## 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

| For example, your store only allows product in collection A returned in 35 days from the order fulfillment date.
* Expected Trigger: Collection A
* Expected Action: Return window = 35 days (order fulfillment date)

### Step 2: Create Basic Structure
1. Go to Settings → Workflow
2. Click “Create workflow”
3. Name your rule descriptively
4. Choose condition logic (Any/All)


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/anh-man-hinh-2026-01-24-luc-20_otq2uh.png)

### Step 3: Set Smart Conditions
Choose conditions based on:
1. Order info: 
* **Order tag:** the order carries the selected order tag
* **Order paid amount:** the amount paid on the original order
2. Order policy info
* **Order fulfillment date:** based on when the order was fulfilled
* **Order delivery date:** based on when the order was delivered
* **Order creation date:** based on when the order was created
* **Order date range:** the order date falls within the selected date range
3. Product info 
* **Product type:** the product type of the returned items
* **Product collection:** the product collection of the returned items
* **Product tag:** the product tag of the returned items
* **Product SKU:** the SKU of the returned items
4. Return info
* **Return reason:** the selected return reason
* **Return resolution:** the selected return resolution
* **Return sub-reason:** the selected return sub-reason
* **Return value:** the value of the return request
* **Return item quantity:** the quantity of items in the return request
* **Return shipment from:** the location/region the return is shipped from
* **Shopify market:** the market the order comes from (based on the Shopify market set up in Shopify admin)
* **Request types:** whether the request is a Return or an Exchange
5. Customer infor
* **Customer tag:** the customer carries the selected customer tag
* **Shopify customer segment:** the customer belongs to the selected Shopify customer segment
* **Customer return count (New):** the number of return requests this customer has already submitted in your store — matched by Shopify customer ID (or their email as a fallback), counting past requests only (not the current one). Use **is greater than or equal to** / **is less than or equal to** with a whole number, for example to show repeat returners only safe resolutions such as store credit or exchange.

| Note: [Understanding Shopify customer segment ](https://help.shopify.com/en/manual/customers/customer-segmentation/manage-customer-segments). From your Shopify admin, go to [Customers](https://admin.shopify.com/customers). Click Segments to edit, review or add new segment. All segments you created will be updated in Synctrack Returns.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_y816ip.png)

### 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
* Show return store location
* Route to the return address / warehouse

|| Important Note: Ensure all selected actions are enabled in Settings

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_pi8f7x.png)

### Step 5: Enable the workflow to activate it on your return portal

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1xlz4b2.png)

## 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: Shopify 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 shipment from = "Europe"
AND Request types = "Return"
THEN:
- Resolution: Refund by Online Bank Transfer
- Method: Ship with any carrier
```

```
IF: Return shipment from = "Europe"
AND Request types = "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
```

| And much more use cases you can customize with condition-based workflow

## Who can use the feature?

#### Available on Premium plan