Articles on: Synctrack - Returns & Exchanges
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A complete guide: Automation Return Rules

Overview


Synctrack Returns allows merchants create automation rules for auto-approve return requests, auto-mark request as resolved and auto-generate the fastest/cheapest prepaid label to speed up the processing of the return requests and reduce mannual works.


What you'll learn

In this article, we will explore how can merchant can use Automation to reduce 80% return time mannual work:


How to Enable the Auto Approve return request?

Step 1: Go to Settings > Automation > Create new rules




Step 2: Set up the Automation Rules


  1. Add the Name of the rule (required to differentiate from other rules)
  2. Select the suitable condition to Auto-approve. There are following conditions which merchant can set up:
  • Return method: the selected return shipping method are approved automatically. Learn how you can generate automated label for return method.
  • Return/Exchange options: whether the customer selects Return or Exchange so that different request types follow different approval rules.
  • Return reason: specific selected return reasons are approved automatically
  • Return resolution: the selected resolution are approved automatically.
  • Return sub-reason: the selected sun-reason are approved automatically.
  • Return value: return value is within a defined range (greater than or less than) are approved automatically.
  • Return market: the selected return market (set up on Shopify admin) are approved automatically.
  • Product collection: the selected product collection are approved automatically.
  • Product tag: the selected product tag are approved automatically.
  • Customer tag: the selected customer tag are approved automatically.


Tips: The conditions can be combined with each other to set the rules more dynamically that fits with your store return policy.





Step 3: Save & Preview on automation management


Merchant can activate/deactivate the rules and edit them anytime, also merchant can check the number of requests that apply the automation rules successfully.




How to Enable the Auto-select fastest/cheapest carrier service?


Note: In order to automatically generate the prepaid label when approving request, Please select "Return method" -> Choose "Ship with prepaid label -> Fill in the information of warehouse, logistics and carrier service option (fastest or cheapest) to activate automating generating prepaid label.





How to Enable the Auto-mark return request as resolved?

Step 1: Go to Settings > Automation > Create new rules

  • Choose Auto-mark as resolved rule



Step 2: Set up conditions for Automation rule


  1. Add the name of the rule
  2. Set condition (return processing status)
  • Mark as received: the request is completed at marking as received.
  • Mark as restocked: the request is completed at marking as restocked.
  • Refunded: the request is completed at issuing a refund.
  1. Save & Create rule.



The request will be auto-marked as resolved after all the condtions (return processing status) you set are completed.





How to Enable the Auto-issue a refund?

Step 1: Go to Settings > Automation > Create new rules

  • Choose Auto-refund



Step 2: Set up conditions for Automation rule

  1. Add the name of the rule
  2. Set condition (return shipping status)
  • Shipped: the return shipping is tracked on shipping by courier
  • Delivered: the return shipping is tracked delivered to the warehouse


Pro tips: To be able to activate auto-refund feature, you need to enable Return shipment tracking first to track the shipping status correctly.


  1. Set auto-refund for prefered resolution:
  • Refund to original payment method
  • Refund to store credit
  • Refund to gift card
  • Refund to discount code
  • Refund to online bank transfer
  1. Save and Create rule



Note: Currently Synctrack only supports auto-refund for full refund amount (not including original shipping fee from original order).




How to Enable the Auto-mark return items as received?

Step 1: Go to Settings > Automation > Create new rules

  • Choose Auto-mark as received rule



Step 2: Set up conditions for Automation rule

  1. Add the name of the rule
  2. Set condition (return shipping status)
  • Shipped: the return shipping is tracked as shipped by courier
  • Delivered: the return shipping is tracked as delivered to the warehouse

By default, we recommend selecting Delivered to make sure the returned package has been delivered before the request is marked as received.




Pro tips: To be able to activate auto-mark as received correctly, you need to enable Return shipment tracking first to track the shipping status correctly.


  1. Set action
  • Auto-mark as received
  1. Save and Create rule



How to Enable the Auto-create exchange order?

Step 1: Go to Settings > Automation > Create new rules

  • Choose Auto-create exchange order rule


Step 2: Set up conditions for Automation rule

  1. Add the name of the rule
  2. Set conditions (you can combine them with AND/OR logic — by default AND is applied and both conditions are shown):
  • Return shipping status: Shipped or Delivered (choose one) — the rule is triggered based on the return shipping status.
  • Exchange resolution: exchange for the same product, different variants, different products (choose one or more) — the rule applies only to the exchange resolutions you select.




Pro tips: With AND, a request must match both conditions; with OR, matching either condition is enough. To track the shipping status correctly, enable Return shipment tracking first.


  1. Set action (Auto-create exchange order) — choose one of the following ways the exchange order is created:
  • Add the exchange product to the original order: adds the new product to the existing Shopify order, keeping all transactions under one order number (requires Shopify Sync; available on Premium plan).
  • Create order for price difference (automatic): Synctrack automatically creates a Shopify order for the price difference.
  • Create new order with full item price: creates a separate order for the full price of the exchange item.


Not sure which one to pick? See How to create an exchange order from Synctrack to Shopify for a detailed walkthrough of each exchange order creation type (add to original order, automatic price-difference order, and new order with full item price).


  1. Save and Create rule


Note: This automation handles exchange order creation only — it does not auto-approve exchange requests. If the exchange item is more expensive, Shopify sends the customer an invoice for the difference; if it is cheaper, refund the difference manually with the Refund button. Your existing Exchange Resolution settings and manual order-creation flow are unchanged.


How it works?

In Synctrack admin

  1. Your Automation rule for return/exchange request will have a unique badge for you to differentiate them from other mannually-approved.




  1. After the order is created, allow about a minute for the system to process label creation. You can view the updated details in the timeline, along with the service details in the shipment (ONLY FOR auto-select cheapest/fastest carrier service)




Upcoming Automation Rules


  1. Auto-mark request as restocked


Who can use the feature?


Available on Premium plan

Updated on: 08/06/2026

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