Articles on: Synctrack - Returns & Exchanges

How your customer track return and enter shipment details after submitting a request?

Overview


After a customer submits a return request, they can follow its progress and tell you when they've shipped the return package — without contacting your team. There are two ways for a customer to open their return request, and one place to add their shipment details.


This works on all plans. The shipment-details form appears only when Return Shipment Tracking is enabled in your store.


Open the return request from the notification email


  1. The customer receives a return notification email (for example, request received or request approved).
  2. They click View request in the email.




  1. They land directly on the return request detail page — showing the request status, returned items, reason, and timeline. And also, your customer can enter shipment details for your store to track later here.




If the link can't be opened (expired, request not found, or it doesn't match the customer), the customer is taken to the order lookup page with their order number and email pre-filled, so they can verify and continue.


Open the return request from the order lookup page


  1. The customer opens your return portal, enters their order number and email, and verifies with the code.
  2. For any order that already has a return request, a Track return button appears next to Request return.
  3. They click Track return to open the return request detail page.




Orders without a return request show only Request return, exactly as before.


Add return shipment details


On the return request detail page, when the request still allows updates:


  1. The customer fills in the tracking summary: carrier, tracking number, tracking URL, shipped date, and an optional note.
  2. They click Save tracking information.




  1. The details are saved to the request and added to its timeline as Buyer added return tracking information and also a "Tracking number added by customer" email will be also sent to you to be notified about the information, so you can see the return is on its way.



Who can use this feature?


  • Available on all plans.
  • The Track return button and the View request email deep link work automatically.
  • The customer shipment-details form requires Return Shipment Tracking to be enabled (Settings > Return Tracking, set to Active).

Updated on: 15/06/2026

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