Configure Return Shipping Method

Overview

With Synctrack Returns & Exchanges, shoppers can decide how they wish to handle the returned items. There are 4 main shipping methods for merchant to allow your customer to select:

Ship with pre-paid label
Ship with any carrier
No shipment required
Return to store location

When setting up, you have to enable at least one resolution. While submitting a return request, shoppers will be asked to choose a resolution method.

Choose who pays for the return shipping label

At the top of the Return shipping method tab, the Return shipping payment section controls who covers the cost of the pre-paid return label:

Merchant pays (Recommended): your store covers the label fee. Shoppers see no label fee on the return page, and their refund is not reduced.
Customer pays (Label fee): the label fee is deducted from the shopper's refund — nothing is charged upfront. Shoppers see a "Return label fee" line on the review page before submitting.

The badge on the "Ship with pre-paid label" method updates to match your choice — Paid by store or Paid by customer — so you can always see the current setting at a glance. Click the eye icon next to each option to preview exactly what your shoppers will see on the return page.

Important: shoppers see the estimated label fee before submitting only when you have an automation rule that auto-selects the cheapest/fastest carrier. Without it, the fee appears only after you create the label and approve the request. Use the "Set up automation" link in this section to create the rule.

The fee shown to shoppers is an estimated range (for example $5.20 ~ $8.40) based on the lowest and highest rates across your connected carriers. The actual fee — determined when the label is purchased at approval — always falls within this range. If only one rate is available, a single amount is shown instead. If rates cannot be fetched, the line is hidden and the shopper can still submit the return.

How to set up Shipping methods?

Step 1: Go to Settings > Shipping method

Step 2: Enable Prefered Resolutions > Add detail to your chosen resolutions

Display title: the method name shown on the Return Portal. Editing it here writes to your primary language translation and stays in sync with the Translation page.
Display description: The description will be show on Return Portal to explain the shipping method.
Instruction: The instruction will be shown on Return Portal, Email notification to instruct shoppers how to ship the return items back to the return address.

Important Tips: Providing clear and detailed instructions helps shoppers better understand the information when they receive it.

Step 2: Save your changes > Review

Please note that if you enable Return notification, the content of the “shipping instruction” you added will be displayed in the “Return request approve” email in place of the variable of “Shipping instruction”.

Your customer can review the shipping instruction again on Review return request page.

How can differentiate the return methods?

Ship with a return label provided by the merchant

Enable a Logistics to provide and create prepaid label for shoppers. Learn more how you can integrate Logistics.

Your customer will receive the** "Label dowloaded link"** or "QR code (only support for USPS)" through Email Notification and Return Portal

When genrating a prepaid label, you can set automated manner or mannualy uploading label in Synctrack admin. Learn more detail in here to know how to create and print label.

Ship with any carrier by customer own

Your customer will receive a notification for guiding shipping items back and they need to upload the label and tracking details on Retutn portal

When customer upload the label information successfully, an internal notification will be sent to the merchant to be notified about tracking label status.

No shipment required

The customers don't have to ship the returned items back to the store or return address.

Return to store location

The customer will return the item to a physical store location by their own. When choosing this one, they need to select one prefered warehouse they will send back.
Learn more how to set up warehouse.

Who can use this feature?

Available on Starter Plan

Updated on: 08/07/2026

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