How to join the Beta New Return Portal program

Overview

The Beta New Return Portal is an opt-in version of your customer return portal with a faster, more flexible flow. Instead of forcing shoppers to choose "Return or Exchange", the new portal lets them combine refunds and exchanges in one request, decide per unit, and track their request afterwards — all without contacting you.

When you join the beta, 50% of your shoppers see the new portal and 50% keep the current one, so you can compare results side by side before switching everyone over. Your existing portal stays exactly as it is for the other half — nothing is removed.

What your shoppers get in the new portal

• Mixed cart — refund some items and exchange others in a single request.
• Item-level granularity — split one line into multiple reasons and resolutions (e.g. 2 of 3 shirts refunded, 1 exchanged for another size).
• Flexible exchanges — swap for a different size or color of the same product, or browse the catalog for a different product.
• Self-serve tracking — shoppers look up an order to see request status (Pending / Approved / Rejected / Resolved) without emailing support.

💡 Looking for AI-suggested exchange options? See How AI Smart Exchange recommends the right variant — it's a paid-plan add-on inside this beta portal.

How to join the beta

1. In the Synctrack Returns admin, open Beta New Return Portal.
2. Review the overview, then click View demo to preview the new flow (toggle Desktop / Mobile).
3. Click Join beta testing program and answer the short 5-question survey.
4. In the save bar at the top, click Save to enable the beta. A Beta active badge appears and the comparison dashboard opens.

Once enabled, 50% of shoppers are routed to the new portal automatically (the split is consistent per shopper across sessions).

Watching your results

While the beta is active, an A vs B dashboard compares the legacy flow (A) against the new flow (B):

• A funnel chart for 6 steps, with the Resolve step highlighting the change in exchange uptake.
• A key-metrics table: total requests, submitted, exchange rate, store credit / gift card / discount code usage, and retained revenue.

Metrics need about 7 days of data before they are meaningful — a banner tells you while collection is in progress.

Turning the beta off

You can leave the beta at any time. Open Beta New Return Portal, click Disable beta, then Save. All shoppers immediately return to the standard flow — no data is lost and you can re-enable later.

Who can use this feature?

The beta is available to all plans. Every plan can enroll for the core portal features (mixed cart, multi-reason, item-level resolutions, flexible exchanges and self-serve tracking).

Updated on: 17/06/2026