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# Automate dispute and sync alerts with condition-based workflows

Condition-based workflows run an action for you whenever something happens in Synctrack, such as a new dispute, a failed sync or an order from a high-risk customer. You set them up inside the app, so you don't need Shopify Flow. Available on the Premium plan and above.

## Create a workflow

1. Go to **Settings → Automation → Workflow** and click **Create workflow**. You can also pick a template straight from the **Start from a template** card.
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-117_1i2oyfb.png)

2. Choose a template, or click **Start from scratch** for a blank workflow.
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-118_ht4bj2.png)

3. In **Trigger**, choose the event that starts the workflow.
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-119_6zog4n.png)

4. In **Condition**, add one or more conditions and choose **All conditions are met** or **Any condition is met**. Each trigger only lists the fields that apply to it, and you can't add the same condition twice.
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-122_19mpxot.png)

5. In **Action**, add **Send email**, **Add order tag** or **Add customer tag**.
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-121_157clxb.png)

6. Click **Save draft** to keep it as a draft, or **Activate** to start running it on new events.
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-123_8q51ak.png)

Use the **On/Off** toggle in the list to pause or resume a workflow. The **⋯** menu lets you **Edit**, **Duplicate** or **Delete** it.
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-124_rxp34r.png)

## Ready-made templates

- **High-risk customer: alert on new order**: tags the order `high-risk-customer` when the buyer had a refunded order or a dispute in the last 6 months, so you can review it before shipping.
- **New dispute — inquiry stage**: emails your team and tags the order and customer when a dispute opens as an inquiry.
- **New dispute — chargeback stage**: does the same when a dispute opens as a chargeback or later.
- **Repeat disputer: tag and flag**: tags the customer and emails your team when a buyer with 2 or more prior disputes files a new one.
- **Tracking sync failed: digest alert**: emails your team when failed syncs reach 10 (you can change the threshold).
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-118_1b1wsyp.png)

## Triggers, conditions and actions

Each trigger only offers the conditions and actions that apply to it.

| Trigger | Conditions you can use | Actions |
| ---- | ---- | ---- |
| Dispute — Opened | Dispute phase, Dispute reason, Dispute status, Is digital order, Order not synced, Prior dispute count, Is repeat disputer, Destination country, Gateway, Transaction amount, Currency, Buyer email | Send email, Add order tag, Add customer tag |
| Dispute — Escalated | Dispute reason, Gateway, Transaction amount, Currency | Add order tag, Add customer tag |
| Dispute — Status changed | Dispute status, Dispute result, Dispute phase, Gateway, Transaction amount, Currency | Send email, Add order tag, Add customer tag |
| Dispute — Won | Gateway, Transaction amount, Currency | Send email, Add order tag, Add customer tag |
| Dispute — Lost | Paypal appeal status, Dispute reason, Gateway, Transaction amount, Currency | Send email, Add order tag, Add customer tag |
| Dispute — Appeal outcome | Paypal appeal status, Dispute result, Gateway | Send email, Add order tag, Add customer tag |
| Dispute — Response deadline approaching | Dispute response days left, Dispute deadline, Dispute reason, Gateway, Transaction amount, Currency | Send email, Add order tag, Add customer tag |
| Dispute — Evidence submitted | Dispute reason, Gateway, Transaction amount | Add order tag, Add customer tag |
| Tracking sync — Completed | Carrier, Gateway, Tracking number | Add order tag, Add customer tag |
| Tracking — Updated | Carrier, Gateway, Tracking number | Add order tag, Add customer tag |
| Transaction — Unmatched | Gateway, Transaction amount, Currency | Add order tag, Add customer tag |
| Sync failures — Exceeded threshold | Sync failed count | Send email |
| Order — Placed by high-risk customer | Prior refunded orders, Prior dispute count, Is repeat disputer, Gateway, Transaction amount, Currency, Buyer email | Add order tag, Add customer tag |

**How conditions compare values:**

- Number fields (amounts, counts, days left) use **is at least**, **is** or **is at most**.
- All other fields use **is**. Yes/no fields take **True** or **False**. Text fields such as Buyer email, Carrier, Tracking number and Destination country take any value you type, and capital letters don't matter.

**Values you can pick from a list:**

- **Dispute phase**: INQUIRY, CHARGEBACK, PRE_ARBITRATION, ARBITRATION, RESOLVED. RESOLVED isn't offered for Dispute — Opened.
- **Dispute status**: OPEN, WAITING_FOR_MERCHANT, WAITING_FOR_BUYER, UNDER_REVIEW, RESOLVED, OTHER. RESOLVED isn't offered for Dispute — Opened.
- **Dispute reason**: MERCHANDISE_OR_SERVICE_NOT_RECEIVED, MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED, UNAUTHORISED, CREDIT_NOT_PROCESSED, DUPLICATE_TRANSACTION, INCORRECT_AMOUNT, PAYMENT_BY_OTHER_MEANS, CANCELED_RECURRING_BILLING, PROBLEM_WITH_REMITTANCE, OTHER.
- **Dispute result**: WON, LOST, PREVENTED. Dispute — Appeal outcome only offers WON and LOST.
- **Paypal appeal status**: APPEALABLE, APPEAL_SUBMITTED, APPEAL_EXPIRED.
- **Gateway** on dispute triggers: PAYPAL, STRIPE, SHOPIFY_PAYMENTS, AIRWALLEX, KLARNA.
- **Gateway** on tracking, transaction and high-risk order triggers: PAYPAL, STRIPE, PAYPAL_STRIPE, OTHER.
- **Currency**: a list of currency codes, such as USD or EUR.

**Actions:**

- **Send email**: sends your Synctrack notification email for that event to the recipients in **Settings → Notifications**, unless you set different recipients for this workflow.
- **Add order tag**: adds up to 10 tags (40 characters each) to the Shopify order.
- **Add customer tag**: adds up to 10 tags (40 characters each) to the Shopify customer who placed the order.

## Good to know

- **Add customer tag** needs permission to edit customers in Shopify. Approve the updated app permissions when Shopify asks.
- A workflow can have up to 20 conditions.
- Workflows run separately from Shopify Flow. They keep running even if the Shopify Flow integration is turned off.
- If you move below Premium, your workflows are kept but stop running until you upgrade again.