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
• Some suggested typical 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.

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.

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

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

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

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: 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

Who can use the feature?

Available on Premium plan

Updated on: 18/06/2026