Incentivize bonus credit for exchange request

Overview

With Synctrack Returns, merchant can encourage customer to exchange rather than refund by rewardinng them a small incentive when choosing exchange option.

How to set up Bonus Credit for Exchange option?

Step 1: Go to Settings > Exchange Upsell

Enable the Bonus Credit section
Add amount of bonus credit
Customize description to give customer an encouraging message

The bonus credit can be set as either a fixed amount or a percentage amount, and it will be added to each exchange request. (*If set as a percentage, the bonus credit will be calculated based on the subtotal price.

Step 2: Set Return reason condition to apply Bonus Credit (optional)

Step 3: Save changes and Preview on return portal

How it works?

In the portal

When the customers place an exchange request, they will receive an additional bonus credit based on the subtotal price.

In Synctrack Admin

Here is the bonus credit shown on management in the app:

Set up multiple bonus credit rules (New)

You can now create several bonus credit rules instead of one, each with its own amount and conditions. The settings tab is now called Settings > Exchange incentives (previously "AI Smart Exchange").

Step 1: Add a rule

In the Bonus credit for exchange card, click to add a new rule.
Set the rule's Name, Amount (percentage, default 10%, or fixed amount), Description and Conditions. The popup works the same way as the one for Fees.
Click Save. Adding, editing or deleting a rule is saved straight away.

Step 2: Choose conditions (optional)

Besides Return reason, a rule can use: Order paid amount, Return item quantity, Shopify market, Return sub-reason, Return value, Return shipment from, Product collection, Product tag, Product type, Product SKU and Customer return count.

Return shipping method, Return resolution and Request type are not available for bonus rules, because they describe the whole request rather than a single item. A rule without conditions applies to every exchange.

Step 3: Order and enable your rules

Drag rules to set their priority. Rules higher in the list are checked first.
Switch each rule on or off.
Click Save in the Save bar to apply the new order and on/off changes.

The card header shows ON when at least one rule is on.

How is the bonus calculated with multiple rules?

Each returned item gets its own bonus. Each item (with its reason) is checked against your rules from top to bottom, and the first rule it matches decides:

Percentage rule: pays on every item it matches.
Fixed rule: pays only once per request — on the first item that matched the highest fixed rule in your list.
No fallback: if an item's first match is a fixed rule that has already paid, that item gets no bonus, even if a lower rule would also match it.

Tip: Put your most specific rules at the top. Rules don't stack — each item only uses its first matching rule.

In the portal, the bonus shows as soon as customers choose their items and reasons, before they pick a return method. If the bonus can't be calculated, the customer can still submit the exchange without a bonus.

When you create an exchange manually in Synctrack Admin, the Summary calculates the bonus per item from your rules.

Who can use this feature?

Available on Professional Plan

FAQs

I set up bonus credit before this update. Do I need to redo it?
No. Your existing bonus was moved into one rule with the same amount and return reason condition.

Where did the bonus amount in Return page > Configuration go?
Bonus amounts are now managed only in Settings > Exchange incentives. The Return page preview shows your first rule.

Updated on: 28/10/2026

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