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

1. Click "Create Policy"

2. Choose the prefered Policy to create

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

1. 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.

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

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 5 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
• Line item property (New): The system reads the line item property saved on the order line at checkout (for example Final Sale = true) and blocks return request only on the matching line items. See details below.

Line item property condition (New)

Use this condition to keep Final Sale or clearance items non-returnable — even after the campaign ends and you remove the sale tag from the product. Unlike product tag, type, collection, or SKU (which check the product as it is today), a line item property is saved on the order line at checkout and never changes afterwards. Unlike order tag, it never blocks the whole order.

How to set it up

1. Go to Settings > Policies and click Create Policy.
2. Choose Products, then in Policy condition select have line item property.
3. Enter the Property name exactly as it appears on the order line item (for example Finalsale or _finalsale). It is not case-sensitive.
4. Choose an operator:
5. • is (default): the property value is one of the listed values
   • is not: the property value is not one of the listed values
   • contains: the property value contains one of the listed texts
   • exists: the line item has this property, whatever its value
5. Enter the Values (required for is, is not and contains; not needed for exists). You can add up to 20 values per condition — for example a different value per campaign such as BF2026, SUMMER-SALE.
6. Check the summary sentence under the condition, then click Create rule.

What customers see

• In the Return portal, only the matching line items are shown as not returnable, with the usual "cannot be returned" message. Other items in the same order can still be returned or exchanged normally.
• The same rule applies when you create a request for a customer from the app.
• Line items without the property are never blocked by this condition, whichever operator is used (including is not).

Good to know

• One condition checks one property name. To check another property name, add another condition.
• Names and values are compared ignoring upper / lower case and extra spaces.
• Adding the exact same condition twice is not allowed.
• The property must be added to the line item at checkout — by your theme, a product options app, or POS. Synctrack Returns only reads it; it doesn't add it.
• Shopify doesn't allow adding properties to an order after it has been placed, so orders placed without the property can't be covered by this condition.
• Past orders are covered as long as their line items already carry the property — no data sync needed.
• Before setting up, open one past sale order in Shopify admin to confirm the exact property name and value your store uses.

Customer Policy condition

There are the following 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.
• Customer return count (New): The system counts how many return requests the customer has already submitted in your store (matched by customer ID, or their email as a fallback; past requests only) and applies the policy to restrict a new return request based on that count — for example, to block customers who have already submitted 5 or more requests.

Who can use this feature?

Available on Starter Plan

Updated on: 15/10/2026