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# Configure retain pop-up window

## Overview

With Synctrack Returns, merchant can retain customer choosing exchange instead of refund via The Retain Pop-up Window, a conversion optimization feature.
When a customer selects the "Return" option on the return portal, a strategically-timed pop-up appears to promote the benefits of exchanging items rather than returning them for a refund.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_zld05x.png)

## How to enable Retain Pop-up window?
### Step 1: Go to Settings > Exchange Upsell
* Enable the Retain Pop-up window section

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_z0sy7r.png)
### Step 2: Set up settings for pop-up window
1. Click "Add new message"
2. Add detailed message for pop-up
3. Customize Exchange CTA button and return button (optional)

### Step 3: Set Return reason condition to apply Retain pop-up window (optional)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_6ceom7.png)
* Click "Save" and Preview it on return portal.

| Tips: Merchant can creatively customize the messages to encourage customers to choose exchanges by highlighting faster processing or incentives, or clearly informing them that returns are still available but may incur an additional fee.

## Who can use this feature?

###### Available on Professional Plan