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# Custom return portal domain to CNAME

| This guide will walk you through connecting your own custom domain to your Synctrack Returns page using a CNAME record. Available on Premium plan

## Overview
###### Who should read this?
This guide is for stores that want to use their **own custom domain** (e.g., `returns.yourdomain.com`) for the Returns page, instead of the default URL ending in `returnsdrive.com`.
**Example:** You want your customers to land on [`returns.pokemonwinkel.nl`](https://returns.pokemonwinkel.nl/) instead of [`pokemonwinkel.returnsdrive.com`](https://pokemonwinkel.returnsdrive.com/).

###### Why CNAME instead of A record?
A CNAME points to our service domain (`page.returnsdrive.com`) rather than a fixed IP address. This means:
* **Zero downtime during server upgrades** — your page stays live automatically.
* **No manual IP updates required** — everything is handled on our side.
* **Faster activation** — your page goes live as soon as the DNS propagates, no need to contact Support.
###### Estimated Time:
* **Your setup time:** ~5 minutes.
* **System wait time:** 5–30 minutes for DNS to propagate globally. **(Your page will go live automatically once the network updates — no need to contact Support to activate it!).**

## Before You Begin
To ensure a smooth setup, please make sure:
* **You are using a Subdomain:** E.g., [`returns.yourdomain.com`](https://returns.yourdomain.com/). We cannot support root domains (like `yourdomain.com`) because Internet DNS standards do not allow CNAMEs at the root level.
* **You have DNS access:** You need to be able to log in to your domain provider (e.g., Cloudflare, GoDaddy, Namecheap, Shopify, AWS, etc.).
* **The subdomain is not already in use:** Make sure no existing A record, CNAME, or other DNS record exists for the subdomain you want to use. If one exists, delete it first.

## Step-by-Step Guide
### Step 1: Create a new CNAME Record
1. Log in to your DNS provider's dashboard.
2. Locate the DNS management tab for your domain.
3. Create a new record with the following details:
* **Type:** CNAME
* **Host / Name:** Enter your subdomain prefix (see the cheat sheet below).
* **Target / Value:** [`page.returnsdrive.com`](https://page.returnsdrive.com/)
* **TTL:** Change the TTL (Time to Live) to 300 seconds (or the lowest value your provider allows).

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_2ha1fv.png)

###### How to correctly fill out the "Host / Name" field:
| **Your Custom Returns Page** | **What to type in "Host/Name"** |
| ---- |
| [returns.yourdomain.com](http://returns.yourdomain.com/) | `returns` |
| [trinhbv.bookshop.com](http://trinhbv.bookshop.com/) | `trinhbv` |
| [returns.shop.yourdomain.com](http://returns.shop.yourdomain.com/) | `returns.shop` |

You usually only need to type the word that comes before your main domain.

> **Pro Tip:** After saving, if your provider displays the record as `returns.yourdomain.com.yourdomain.com` (repeated twice), edit it and just type `returns`. (Exception: A few systems like AWS Route 53 or Vietnix require you to type the full domain).
> **☁️ For Cloudflare Users:** Your **Proxy status** MUST be set to **DNS only (Grey cloud ☁️)**. If you leave it as the orange cloud, it will break your SSL (security certificate). You can switch it back to orange later, but only after you've confirmed the page loads correctly.

### Step 2: Verify your Setup
1. Go to [https://dnschecker.org/all-dns-records-of-domain.php](https://dnschecker.org/all-dns-records-of-domain.php)
2. Type in your full subdomain (e.g., `returns.yourdomain.com`).
3. Select **CNAME** from the dropdown and click **Search**.
4. If the results show `page.returnsdrive.com` with green checkmarks ✅ across most locations, you're all set!
Your Returns Page will go live **automatically** once the DNS propagates — typically within 5–30 minutes.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_19siz9q.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imgv30211mb79d6248-7f84-4981-8_1lzwtsm.jpg)
during server upgrades
### Step 3: Confirm the page is live
Open your custom domain (e.g., `https://returns.yourdomain.com`) in a browser. You should see your Synctrack Returns page loading correctly with a valid SSL certificate (🔒 in the address bar).
If the page does not load after 30 minutes, double-check Step 1 and Step 2. If everything looks correct but the page still isn't loading, please reach out to our support team — we're happy to help.


**Note:** Below are some popular DNS providers that you already have or can use.
* Cloudflare [cloudflare.com](https://cloudflare.com/)
* Google Cloud DNS cloud.google.com/dns
* Amazon Route 53 aws.amazon.com/route53
* GoDaddy [godaddy.com](https://godaddy.com/)
* Namecheap [namecheap.com](https://namecheap.com/)
* DNS Made Easy [dnsmadeeasy.com](https://dnsmadeeasy.com/)
* Dyn (Oracle Cloud) [dyn.com](https://dyn.com/)
* Azure DNS [azure.microsoft.com](https://azure.microsoft.com/)
* Plesk [plesk.com](https://plesk.com/)
* Bluehost [bluehost.com](https://bluehost.com/)