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# 💡 Important update: Official migration update for return portal flow

## Overview

The **new return portal** is the standard return experience for every Synctrack Returns store. It replaced the previous portal on **30 July 2026**, after two rounds of beta testing with merchants. 

Instead of forcing shoppers to choose "Return **or** Exchange", the portal lets them combine refunds and exchanges in one request, decide per unit, and track their request afterwards — all without contacting you.

| Your return policy, fees, workflows, automation rules, eligibility rules, branding and notifications all carry over exactly as they were. You do not need to set anything up again.

## What your shoppers get

* **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** — a different size or colour, or a different product browsed from your catalogue.
* **Smart exchange recommendations** — on Premium and Enterprise plans, AI-powered product suggestions surface the right exchange options at the moment of decision.
* **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](https://help.omegatheme.com/en/article/how-ai-smart-exchange-recommends-the-right-variant-o6uoyq/) to see how it works in your return portal in detail.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_168ah7s.png)

| Try the portal right in our [demo here](https://synctrack-returns-demo.returnsdrive.com/)

## The steps your shoppers go through

1. **Order lookup** — the shopper finds their order by order number and email.
2. **Choose what to return** — they pick items and individual units, so a two-unit line can be split: one refunded, one exchanged.
3. **Give a reason** — more than one reason can be attached to the same item, with photo uploads where your policy asks for them.
4. **Resolve** — for each unit they choose a refund or an exchange.
5. **Review** — one combined request showing every unit, its resolution, the return method, and any fees or exchange credit.
6. **Track** — after submitting, the shopper can come back and follow the status of their request.

## Customising and translating it

* **Customize return portal** previews this flow, including the account header, the floating credit cart and the catalogue view. Style it there, then use **Preview** to open your live portal in a new tab and compare.
* A few customize options that only applied to the previous portal have been removed, because the steps they controlled no longer exist.
* **Translation** contains every label of the portal, so you can translate or reword any of them. Labels without a translation for a given language fall back to English — never a raw key, and never a broken layout.

| Know more how to [Customize and Translate your new portal](https://help.omegatheme.com/en/article/a-complete-guide-customize-your-return-page-1m7up9q/)

## Who can use this feature?

All plans.