Configure Return Policy

Overview

With Synctrack Returns, merchant can restrict the ineligible or unwilling return request based on order, product or customer policy. A straightforward return window or policy is the first step in providing a no-hassle returns process.

What you'll learn

There are 3 main policies the merchant can explore following:

Order policy
Product policy
Customer policy

How to create a return policy?

Step 1: Go to Settings > Policies

Click "Create Policy"

Choose the prefered Policy to create

Step 2: Set Policy name > Policy condition > Create policy

All the requests or items in one order has met any policy merchant set up, they will be always prevented to be returned.

How it works?

Order Policy condition

There are 6 main onditions for Order Policy merchant can set up for their return window:

**Order fulfillment: **The system checks the fulfillment date. If the order was fulfilled equal to or more than X days ago, the return request is blocked.

Order delivery: The system checks the delivery date. If the order was delivered equal to or more than X days ago, the return request is blocked.

Order creation: The system checks the creation date. If the order was created equal to or more than X days ago, the return request is blocked.

Order value: The system checks the total order value. If the order value is greater than or equal to the configured amount, the policy is applied to allow, restrict, or prevent return requests.

Order tag: The system checks Shopify order tags and applies the policy to prevent requests when tags match.

Order date range: The system validates whether the order date falls within the defined range and applies the rule to prevent the return request

Product Policy condition

There are 4 main conditions for Product Policy merchant can set up for their return blocklists:

Product tag: The system checks the product tags and applies the policy to prevent request if matched.
Product type: The system evaluates the product type and applies the policy to prevent return request when conditions are met.
Product collection: The system checks if the product belongs to the selected collection and applies the policy to prevent return request
Product SKU: The system matches the returned item’s SKU with the configured list and applies the rule to prevent return request

Customer Policy condition

There are 2 main conditions for Customer Policy merchant can set up for their return blocklists:

Customer tag: The system checks customer tags synced from Shopify and applies the policy to prevent return request when matched.
Customer email : The system compares the customer’s email with the configured list and applies the policy to prevent return request when matched.

Who can use this feature?

Available on Starter Plan

Updated on: 27/01/2026

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