Configure Return Policy

Overview

With Synctrack Returns, merchants can restrict the ineligible or unwilling return request based on order, product, or customer policy. A straightforward return window or policy is the first step in providing a no-hassle returns process.

What you'll learn

There are 3 main policies the merchant can explore following:

Order policy
Product policy
Customer policy

How to create a return policy?

Step 1: Go to Settings > Policies

Click "Create Policy"

Choose the prefered Policy to create

Important tips: If you want to set up different policies for returns and exchanges separately, using Condition-based workflow. View full guides here

Step 2: Set Policy name > Policy condition > Create policy

When creating a return policy, you can choose a policy type, condition, operator, and value. Synctrack will use these settings to decide whether an order, product, or customer is eligible for return and exchange. All active policies are used as block rules. This means that if an order, product, or customer matches an active policy condition, they will not be allowed to return or exchange.

Policy type	Condition	Supported operators	Value example	Behavior
Order	Order fulfilled	Greater than or equal to, Less than or equal to	30 days	Block return and exchange when the order fulfillment date matches the condition
Order	Order delivered	Greater than or equal to, Less than or equal to	14 days	Block return and exchange when the order delivery date matches the condition
Order	Order created	Greater than or equal to, Less than or equal to	30 days	Block return and exchange when the order created date matches the condition
Order	Order value	Greater than or equal to, Less than or equal to	$100	Block return and exchange when the order value matches the condition
Order	Order tag	Is included in, Is excluded in	final-sale, wholesale	Block return and exchange based on whether the order tag is included in or excluded from the selected values
Order	Order date range	Is included in	Jan 01, 2026 – Jan 31, 2026	Block return and exchange when the order date is within the selected date range
Product	Product tag	Is included in, Is excluded in	final-sale, clearance	Block return and exchange based on whether the product tag is included in or excluded from the selected values
Product	Product type	Is included in, Is excluded in	Gift card, Accessories	Block return and exchange based on whether the product type is included in or excluded from the selected values
Product	Product collection	Is included in, Is excluded in	Sale collection	Block return and exchange based on whether the product belongs to or is excluded from the selected collection
Product	Product SKU	Is included in, Is excluded in	SKU-001, SKU-002	Block return and exchange based on whether the product SKU is included in or excluded from the selected values
Customer	Customer tag	Is included in, Is excluded in	blocked-return, wholesale	Block return and exchange based on whether the customer tag is included in or excluded from the selected values
Customer	Customer email	Is included in, Is excluded in	[email protected]	Block return and exchange based on whether the customer email is included in or excluded from the selected values
Customer	Return market	Is included in, Is excluded in	Shopify market	Block return and exchange based on whether the customer email is included in or excluded from the selected values
Customer	Return zone	Is included in, Is excluded in	Shipment from countries	Block return and exchange based on whether the customer email is included in or excluded from the selected values

You can set up multiple policies for your return portal window.

Operator	Meaning	Example
Greater than or equal to	The policy applies when the selected condition is greater than or equal to the entered value	Orders were created greater than or equal to 30 days
Less than or equal to	The policy applies when the selected condition is less than or equal to the entered value	Orders have order value less than or equal to $100
Is included in	The policy applies when the selected condition matches one of the entered values	Products are tagged with final-sale or clearance
Is excluded in	The policy applies to items that are not in the entered value list. Use this when you want only selected values to remain eligible for return and exchange	Only products are tagged final-sale, clearance will be allowed to both return and exchange

How it works?

Order Policy condition

There are 6 main onditions for Order Policy merchant can set up for their return window:

Order fulfillment: The system checks the fulfillment date. If the order was fulfilled equal to or more than X days ago, the return request is blocked.

Order delivery: The system checks the delivery date. If the order was delivered equal to or more than X days ago, the return request is blocked.

Order creation: The system checks the creation date. If the order was created equal to or more than X days ago, the return request is blocked.

Order value: The system checks the total order value. If the order value is greater than or equal to the configured amount, the policy is applied to allow, restrict, or prevent return requests.

Order tag: The system checks Shopify order tags and applies the policy to prevent requests when tags match.

Order date range: The system validates whether the order date falls within the defined range and applies the rule to prevent the return request

Product Policy condition

There are 4 main conditions for Product Policy merchant can set up for their return blocklists:

Product tag: The system checks the product tags and applies the policy to prevent request if matched.
Product type: The system evaluates the product type and applies the policy to prevent return request when conditions are met.
Product collection: The system checks if the product belongs to the selected collection and applies the policy to prevent return request
Product SKU: The system matches the returned item’s SKU with the configured list and applies the rule to prevent return request

Customer Policy condition

There are 2 main conditions for Customer Policy merchant can set up for their return blocklists:

Customer tag: The system checks customer tags synced from Shopify and applies the policy to prevent return request when matched.
Customer email : The system compares the customer’s email with the configured list and applies the policy to prevent return request when matched.
Customer return market: The system checks customer return market synced from Shopify and applies the policy to prevent return request when matched.
Customer return zone: The system compares the customer return shipment from countries from Shopify and applies the policy to prevent return request when matched.

Who can use this feature?

Available on Starter Plan

Updated on: 27/05/2026

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