Articles on: Synctrack - Returns & Exchanges

💡 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 to see how it works in your return portal in detail.

Try the portal right in our demo here

The steps your shoppers go through

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

Who can use this feature?

All plans.

Updated on: 30/07/2026

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