Configure Fee for Return request

Overview

The Synctrack Fees are used for merchant to handle a fee to cover the operational return costs and it will be deducted from their refund amount in an automated manner. There are 4 main fees, including:

• Return shipping cost: the system charges the configured return shipping cost once per return request and the amount is deducted automatically from the refund or added to the return summary.
• Restocking Fee: when a return is processed, the system calculates the restocking fee based on the item price and deducts it automatically from the refund amount.
• Return Fee: the system deducts the configured return fee from the customer’s refund automatically when the return is completed.
• Exchange Fee: when a customer completes an exchange, the system applies the exchange fee and deducts it from the refund balance or adds it to the exchange summary.

What we'll learn

In this article, we'll explore some ways to help you set up the Synctrack Fees more easily:

• How to set up Fee for a return request?
• Know how Shopify market condition works?
• How to manage multiple fees?
• How does Fee work in the portal?

How to set up Fee for a return request?

Step 1: Go to Settings > Fees

1. Click "Create prefered fee" to create a fee

2. Add "Name of fee" to differentiate the created fee among other fees.
3. Add "Description" to explain the fee to your customers.

Step 2: Set up amount of the Fee

• Fixed amount: support for Return shipping cost, Return Fee, Exchange Fee
• Percentage ammount: support for Restocking Fee, Return Fee, Exchange Fee

Step 3: Select Conditions to apply fee for specific requests (optional)

All types of fee supports the following conditions:

• Order paid amount: the amount paid on the original order
• Return item quantity: the quantity of items in the return request
• Shopify market: the market the return request is submitted from (based on the Shopify market set up in Shopify admin). Know how to set up Shopify market
• Return resolution: the selected return resolution
• Return reason: the selected return reason
• Return shipping method: the selected return shipping method
• Return value: the value of the return request
• Return sub-reason: the selected return sub-reason
• Request types: whether the request is a Return or an Exchange
• Return shipment from: the location/region the return is shipped from
• Product collection: the product collection of the returned items
• Product tag: the product tag of the returned items
• Product type: the product type of the returned items
• Product SKU: the SKU of the returned items

Step 4: Save > View & Manage in fee management

Know how Shopify market condition works?

1. The "Shopify market" were synced with your market set up in your Shopify admin.

2. Select each suitable markets to apply unique return/exchange fee for each markets and Save

How to manage multiple fees?

1. After you successully created a Fee, it will be shown in an table fee management in each types of Fee.
2. In Return Shipping cost, there is a "Label generation fee (default)", which will be applied automatically when merchant use ship with prepaid label shipping method. Disable it if you'll cover the label fee instead of charging your customer. Learn how to remove label generation fee

How does Fee work in the portal?

If the return request maps with the conditions of return fee, this request will be deducted a fee.

Who can use this feature?

Available on Starter Plan

• Return Shipping cost
• Restocking Fee

Available on Professional Plan

• Return Fee
• Exchange Fee

Updated on: 17/06/2026