Configure Return Reason

Overview

With Synctrack Returns, merchant can

Easily create reasons to return orders for your customers
Require information (comments, videos/images) for evidence to know why orders are returned.

EU Withdrawal requests are exempt

A customer going through the EU Withdrawal flow does not select a return reason, so no proof requirement applies to them — even if you require an image and a video on your reasons. This follows the EU directive, which lets the buyer withdraw without giving a reason.

How to set up Return reasons?

Step 1: Go to Settings > Reasons

Step 2: Add Reason > Edit it

Add reason name (it will be shown exactly on return portal)
Enable comment for checking requirement (optional)
Enable image/video uploading for checking requirement (optional)

Turn on only what you actually need to see. What you switch on decides what your customer must attach:

You switch on	Your customer must attach
Image only	at least one image
Video only	at least one video
Both	at least one image and at least one video
Turning both on is the strictest setting. A customer who uploads two photos and no video still cannot submit — they are asked for the missing type by name.

Step 3: Save > Preview on Return Portal

While returning orders, your customers will see the full list of your return reasons like this.

With each reason, they will see the field to add comments and images describing why the orders must be returned.

In Synctrack admin, Merchant will receive detailed reason with comment and image/video uploading (if it has) for further checking before approving request.

Important tips: For faster checking & approval, you can set up specific return reason for automation approval, it will reduce average mannual checking work. Learn how to set up automation

Who can use this feature?

Return reasons, comments and image uploads are available on all plans.
Video uploading requires Premium or above.

Updated on: 19/08/2026

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