Manually create Return/Exchange request in management

Overview

In Synctrack Returns, besides allowing shopper to submit return request, merchant can create the return/exchange request by their own for shoppers in Synctrack admin. This feature allows merchants to manually create and manage return and exchange requests directly from their management, streamlining the process for both merchants and customers.

How to manually create Return request in management?

1. Navigate to the Management tab
2. Click “Create Return” or "Create Exchange" button

Step 1: Search for Shopify orders to create return/exchange

1. In the search bar at the top of the page, enter either:

• Order number, or
• Customer’s email address
• Phone number

2. As you type, you may see suggestions appear. You can select one of these or complete your entry.

Step 2: Select Items for Return

1. You’ll see a list of products from the order. Each row shows:

• Product name
• Price
• Quantity
• Reason (if applicable)

2. For each item to be returned:

• Enter the quantity in the “Quantity” field.
• The row will be highlighted when a quantity greater than 0 is entered.

Step 3: Choose Return Method and Resolution

1. Under “Refund Method,” select one of the following:

• Refund to Original Payment Method
• Refund to Store Credit
• Refund to Gift Card
• Refund to Discount code
• Refund by online Bank transfer

2. Under “Resolution,” choose how the return will be processed:

• Ship with prepaid label
• Ship with any carrier
• No shipment required
• Return to store location

Step 4: Add Notes (Optional)

If needed, add any additional information or instructions in the “Note” field.

Step 5: Submit the Return Request

1. Review all entered information for accuracy.
2. Click “Create Return” at the bottom of the summary section.
3. The request will be created and timeline will show message "This request was added from Synctrack app."

How to manually create Exchange request in management?

Steps 1-2: Search and Select Items

Follow the same process as for returns to search for the order and select items.

Step 3: Add Exchange Items

1. Click “Add Product ” for each item to be exchanged.

2. You’ll see three options:

• Exchange for the same product
• Exchange for another variant
• Exchange for a different product

3. Select the appropriate option and follow the prompts to choose the exchange item.

Step 4: Add Notes (Optional)

If needed, add any additional information or instructions in the “Note” field.

Step 5: Submit the Return Request

1. Review all entered information for accuracy.
2. Click “Create Exchange” at the bottom of the summary section.
3. The request will be created and timeline will show message "This request was added from Synctrack app."

Who can use the feature?

Availble on Starter Plan

Updated on: 26/01/2026