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
- Go to Settings → Automation → Workflow and click Create workflow. You can also pick a template straight from the Start from a template card.
- Choose a template, or click Start from scratch for a blank workflow.
- In Trigger, choose the event that starts the workflow.
- 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.
- In Action, add Send email, Add order tag or Add customer tag.
- Click Save draft to keep it as a draft, or Activate to start running it on new events.
Use the On/Off toggle in the list to pause or resume a workflow. The ⋯ menu lets you Edit, Duplicate or Delete it.
Ready-made templates
- High-risk customer: alert on new order: tags the order
high-risk-customerwhen 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).
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.
Updated on: 13/10/2026
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