Articles on: Synctrack - Returns & Exchanges

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A complete guide: Return Notification

Overview

With Synctrack Returns, merchant can send automated notification based on return/exchange status to notifty customer about all needed information of return request. There are available multiple templates available for merchants to easily customize and enable with one click and separate to 3 main types of notification:

Process return request templates
Process exchange request templates
Refund resolution templates

What you'll learn

In this article, you'll explore some ways to take it easy to set up notification:

Configure Sender Information
Know how to customize branding notification theme
Know how to set up default notification language
Know how to add languages to notification templates
Notification Variable systems
Know how to track the email history

Configure Sender Information

Step 1: Go to Settings > Notification > Sender Info

Choose your preferable sender email to set up between 2 options:

Option 1: Use with Shopify notification

If you want to sync with Shopify notification, you need to firstly enable the Shopify sync in Configuration

The system will be automatically sync with Shopify email, you can review these one in your Shopify admin -> Customer Notifications -> Enable the return notifications:

When you use Shopify return email system, all notification templates from app will be disabled. Also app will not track the status of Shopify email in Synctrack, you need to access to Shopify order to track it.

Option 2: Use Synctrack app email system (Most used from our merchants)

Step 2: Connect Sender Info

There are 3 main ways (beside default sender email from Omegatheme) for merchant to connect sender info:

Connect sender email via Google

Important note: Merchant need to allow permission for Synctrack to access the info of sender email, therefore, the system can send automated notification to customers.

Sender verification is a crucial security step that ensures your notification emails are sent from an authorized source. When verified, your account displays a badge, indicating you can send notifications to customers:

Connect sender email via Amazon SES

Connect sender email via SMTP

Some requirement for SMTP: Application password, SMTP host, SMTP port

Know how to customize branding notification theme

Step 1: Go to Settings > Notification > Notification templates

Step 2: Set up Brand Notification Settings -> Update Branding -> Set up "Background color", "Button color" and "Brand logo" to synchronize with your brand -> Save

Know how to set up default notification language

Tips: Email templates are prioritized: Shipping address > Customer country> Default language > English.

Step 1: Set up "Default language" for Notification language. If your store is English-based store (don't mind ignoring it).

Click "Change Default"
Select the default language to translate (note that all templates wil be translated based on the English content)
Select the templates you want to apply the new default language

Important note: If any templates are not applied to translation, the default content will be still applied with English content.

After set up completely, click "Update & auto-translate"

Auto-translation may take a moment. The more templates you selected to apply, the more time the auto-translation need to process.

After update all templates successfully, the system will let you a moment to take a preview and confirm "Update" with the satisfied content translated.

Important note: If any templates are failed to translation, there are some reasons based on: the length of content of that templates. Therefore, you need to access that template to mannualy translate it to the new default language.

Step 2: Take a preview with all Notification templates

Enable all the notifications you need to send to all your customers
The notifications will be automatically sent based on the process of return.

For example: When return request is approved, the approved notification is automatically sent to your customer.

1. Process Return Request

Notification	Trigger / Context	Key Variables
Return Request Received	Sent when customer submits a return	`{{RMA_ID}}`, `{{order_id}}`, `{{item_return_details}}`
Return Request Approved	Sent upon merchant approval	`{{shipping_instructions}}`, `{{label_download_link}}`
Return Request Resolved	Sent when return is completed	`{{full_refund_amount}}`
Return Request Rejected	Sent when return is denied	`{{reject_reason}}`
Return items mark as received	Sent when return items are received in warehouse	`{{RMA_ID}}`, `{{order_id}}`, `{{item_return_details}}`
"Ship with Pre-paid Label" Request Approved	For approved pre-paid label requests	`{{label_download_link}}`, `{{label_tracking_link}}`

2. Refund Resolution Notifications

Notification	Trigger / Context	Key Variables
Refund to Discount Code	Refund issued as a discount code	`{{discount_code}}`, `{{discount_value}}`
Refund to Online Bank Transfer	Refund issued via bank transfer	`{{banking_info}}`, `{{full_refund_amount}}`
Refund to Original Payment Method	Refund issued to the original payment method	`{{full_refund_amount}}`
Refund to Store Credit	Refund issued as store credit	`{{full_refund_amount}}`
Refund to Gift Card	Refund issued as a gift card	`{{gift_card_code}}`, `{{full_refund_amount}}`

3. Exchange Request Notifications

Notification	Trigger / Context	Key Variables
Exchange Request Received	Initial exchange submission	`{{item_return_details}}`, `{{item_receive_details}}`
Exchange Request Approved	Exchange approval confirmation	`{{shipping_instructions}}`
Exchange Request Rejected	Exchange denial notification	`{{reject_reason}}`
Shipped Exchanged Item	When merchant ships the replacement	`{{label_tracking_link}}`
Received Return Item	Confirmation of returned item receipt	`{{item_return_details}}`
Exchange Request Resolved	Final exchange completion	`{{full_refund_amount}}` (if applicable)

Know how to customize each email separately

Edit each templates via drag-and-drop builder

Send Test Email to check

Edit with one email templates
Click "Action" button, then choose "Send test email"

Revert to Default Function (Optional)

Edit with one email templates
Click "Action" button, then choose "Reset to Default"

Know how to add languages to notification templates

Click "Add languages" in Notification language

Select the added language to translate (note that all templates wil be translated based on the English content)
Select the templates you want to add a new languages

Auto-translation may take a moment. The more templates you selected to apply, the more time the auto-translation need to process.

After update all templates successfully, the system will let you a moment to take a preview and confirm "Update" with the satisfied content translated.

Know how to track the email history

Option 1: Go to Settings > Notification > Email history

Option 2: View email directly in return requests management

Variable systems

Notification variables are what merchants can add to notification templates to retrieve real-time information directly from the return request and easily personalize the return notification.

Order Related

{{RMA_ID}}               // Return number (e.g., RMA123456)
{{order_id}}             // Shopify order ID
{{item_return_details}}  // Return items list
{{item_return_details_without_price}}
  // Return items without price list
{{full_refund_amount}}   // Total refund
{{item_receive_details}} // Exchange items list

Business Related

{{store_name}}          // Your store name
{{return_address}}      // Return shipping address
{{store_email}}         // Store contact email
{{logo}}                // The logo you uploaded on return page

Customer Related

{{customer_email}}      // Customer email
{{customer_name}}       // Customer full name
{{customer_address}}    // Shipping address

Refund Resolution

{{discount_code}}       // Generated discount
{{discount_value}}      // Discount amount
{{banking_info}}        // Bank details
{{gift_card_code}}      // Gift card code

Action Links

{{label_download_link}} // Label PDF URL
{{label_tracking_link}} // Tracking URL
{{view_request}}        // Return portal URL

Others

{{shipping_instructions}} // The relevant shipping instructions to ship the return items, according to the Returns Methods chosen by customers

{{reject_reason}}         // It will be displayed only if the return is rejected

{{return_label_fee}}      // The value of the return shipping label that was generated

Who can use this feature?

Available on Starter Plan

Updated on: 15/04/2026

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