Synctrack Returns & Exchanges FAQs
1. How do I set up a pre-postage label for returns?
You can set up a pre-postage label by going to Settings > choose a suitable courier, then connect your account. While the app supports generating return labels, you should note that Royal Mail is currently not supported. For other carriers, you can integrate with services like Shippo or EasyPost to connect your account and obtain API keys/tokens. If you are not using one of their existing logistics partners, you will need to manually generate and upload the labels. Once the label is uploaded and the return request is approved, the customer will receive the label via email.
2. How can I automate the returns process?
To automate returns, go to the Automation tab within the app and set up a flow to approve requests. While the app can auto-approve requests, you might still need to manually generate and upload return labels if you're not using their integrated logistics partners
3. Can I set return limits based on the delivery date of an item?
Yes, you can adjust return policies based on delivery dates. This setting can be found and modified under the Policy tab in the app
4. How do I set up workflows in the app?
Workflows are configured in Settings -> Automation. These allow you to create custom rules for various return scenarios and automate decisions based on specific conditions. You can define conditions using product details, including product tags, collections, customer email, return method,...
5. How do customers receive email notifications, and can I configure the sender information?
Customers receive email notifications regarding their returns. You can configure the sender email address in Settings > Notification > Sender Info. For more details, refer to the documentation on email notifications. To improve email deliverability, it's recommended to review and refine your email content and layout using AI-based tools such as Grammarly or ChatGPT.
6. Does the app integrate with ShipStation?
Yes, the team confirmed they are able to establish a connection to ShipStation, with an estimated completion time of about two weeks.
7. Does the app support QR code returns for AusPost?
Yes, we do
8. How can I remove the "Powered by Synctrack" branding from my return page?
This feature is available with the Professional plan or higher. The support team can do this for you
9. How do I customize the subdomain for my return page?
Customizing your return page subdomain is a feature available from the Professional plan. You need to provide the desired subdomain in the format: returns.returnsdrive.com. For setting up an A record for your custom domain, you can refer to their documentation. The app can also embed the return page if you have a Professional plan
10. Why are my email notifications going to spam, and what can I do?
If your emails are going to spam, you can try switching your email configuration to SMTP instead of Amazon. Additionally, you can forward the spam email to their developer team at [email protected] for further investigation. Reviewing and refining your email content and layout using AI-based tools (like Grammarly or ChatGPT) is also recommended to improve deliverability
11. Why are my return requests stuck in a pending status in the app?
Return requests might be pending because no updates have been applied to them. To resolve this, you need to review and accept the request within the app for it to be processed and synced to Shopify. If the return request was initiated directly from the customer's account page in Shopify (using Shopify's native return option) rather than through the app, it will only appear in Shopify's records. To have these requests visible in the app's dashboard, you would need to upgrade to the Premium Plan to enable data synchronization between Shopify and the app.
12. Can discounts be excluded from total calculations in returns?
Yes, you acn go to Settings > Poliicy tab > Allow the discounts applied to the original order > Enable this function
13. Does the app support pickups from the customer's location as a return method?
No, the app does not currently support the option for picking up returns directly from the customer's location. We recommend the function to ship using a pre-paid label and connect with logistics providers to create the label. Additionally, the logistics carriers will assist with picking up return orders from the customer's shipping address.
14. I'm experiencing errors or UI issues when creating exchange orders. What should I do?
If you encountered issues where the app displayed an entire product catalog instead of specific exchange options, this was an error, as showing the full catalog for exchanges is not permitted even in their internal administration system.
However, they have since fixed the application UI issue related to creating exchanges. The app is designed to support exchanges for different sizes of the same product, and exchanges for other products with different prices.
15. Can I add a custom return method that is not listed in the app?
If you plan to handle a return method manually (e.g., "To be confirmed"), you can customize an existing method's name and description. Go to Return page > Language and translation section > Edit content to rename an existing return method and its description. This allows you to display your specific instructions to customers in the email.
16. How can I set up promotions like free returns/exchanges for first-time customers based on specific tags?
The app can detect customer tags (e.g., "firstOrder") during the return/exchange process, which you can configure in Settings > Policy. To implement custom features like setting the return/exchange fee to 0 JPY, displaying custom instructions (e.g., "Please send the item by cash-on-delivery"), and automatically removing/updating customer or order tags upon completion of a return/exchange, you will need to upgrade to the Enterprise plan, as the Premium plan does not support such customizations. The development team can customize and set up this workflow, which may take approximately 7 days for implementation and testing.
17. How do I enable refunds with gift cards or store credit, and where can customers see their store credit balance?
To enable refunds via gift cards or store credit, navigate to Refund Resolutions under Settings in the Synctrack Returns & Exchanges app. Toggle "Refund to Gift Card" to the right and add a description. Once a gift card refund is approved, Shopify automatically generates a gift card code in its "Gift cards" section within the Shopify admin. The resolution for store credit is part of the Premium plan. The app facilitates the creation of a credit balance upon refund. Customers can view their store credit balance by logging into their Shopify account and checking their profile or they can go to Return page before creating return request
18. How can I block bots from accessing my online store?
The app's primary focus is on workflow automation and return management, and it does not explicitly detail a direct feature to block bots within its knowledge base. To manage access or prevent bot activity, you may need to explore advanced security settings on your e-commerce platform or consider third-party integrations specialized in bot protection and traffic filtering
19. How do I add the return portal link to my store's pages?
To add the return portal link to your pages, you can follow the outlined steps provided in their documentation on "add a return portal link to your store". This typically involves creating a new page (e.g., named "Return") within your Shopify store and then using that link to create a menu item, such as in the footer.
20. What logistics carriers are supported by the app?
You can check by going to our app Settings > Logistics then you can see the list of couriers we support. But if the carriers you use are not listed, you can provide carrier information so that the product team will research and add if possible
21. What is the return fee, and can I set different fees per country?
A return fee is a charge deducted from the customer's refund for processing the return, and it can be customized based on the return reason (e.g., damaged item vs. change of mind). Separately, return shipping costs are the actual shipping expenses. The app does not currently offer multiple return fees per country, although the team is looking into the possibility of supporting different fees for up to four countries. This is our backlog feature but we can't promise the released date yet
22. Why would I need to upgrade to the Enterprise plan?
The Enterprise plan is necessary for advanced customization features, such as implementing custom workflows to detect specific customer tags for free returns/exchanges, displaying custom instructions, and managing tags automatically. This plan also offers unlimited access with a package price across multiple stores. For more general branding removal like "Powered by Synctrack," the Professional plan is sufficient
23. Are international returns covered by the app?
The provided sources do not contain specific information regarding the coverage of international returns, such as a customer returning items from Ireland to the UK
24. How can I set a return/exchange limit, for example, 15 days after delivery?
You can set return and exchange limits, such as limiting them to 15 days after delivery, by adjusting the settings in the Policy tab of the app
25. How do I edit or view the return policy that customers see?
You can edit the link to your return policy. You would typically need to create a separate policy page within your Shopify store and then manually input the content there. Additional, you can edit in the Return page > Customize
26. How does multi-store management work, and what are the pricing options?
Returns and exchanges management is centralized and handled through your main store. A proposed package allows for 5 stores at $249, including one Enterprise store for free. Alternatively, for one main store (Enterprise plan with free access) and one additional store, the total would be $150 + $149). The multi-store feature allows you to connect and manage multiple Shopify stores from a single central dashboard; the default setup includes 1 main store plus 1 sub-store, with additional stores costing $149 each.
27. Can data from order notes for "Refund by Online Bank Transfer" be moved to a metafield?
Yes, the request to move data from Notes to the "Refund by Online Bank Transfer" metafield has been completed. This functionality is applied to the specific store that the customer is accessing, and the metafield push for main stores has been done.
28. Can I edit the lines for bank transfer refunds, such as changing "account number" to "IBAN / account number"?
Yes, the team can edit the line where the account number is displayed, specifically to "IBAN / account number" for bank transfer refunds. This change has been successfully implemented
29. Can I set up manual returns for non-returnable items as exceptions, and refund shipping or extra services?
The team is investigating the possibility of creating an exception for returning all products, including those normally designated as non-returnable. They are also looking into enabling the refund of shipping fees in cases of contract withdrawal. The request to allow refunding shipping costs for bank transfer refunds and to add additional line items with automated pricing (e.g., checkboxes) for extra services has been passed to the developer team for review.
30. Why don't some return requests from customers appear in the app's dashboard but show in Shopify?
This occurs when the return request was initiated directly from the customer's Shopify account page (Shopify's native return option), not through the app. Requests made via the app display specific information in the order timeline. To see requests submitted via Shopify's native return option in the app's dashboard, you need to upgrade to the Premium Plan to enable data syncing between Shopify and the app. Then go to Setting > Configuration > Enable Shopify sync feature
31. Can customers cancel a return request, and will they be able to resubmit it?
Yes, customers can cancel a return request as long as it has not yet been approved. Both the customer (via the return portal) and the administrator (by deleting the request from the admin view) can cancel. If a request is canceled from the admin side, customers will be able to resubmit the items for return.
32. Can items that were previously declined for return be requested again?
Yes, declined items can be created for return again, unless you have configured a specific workflow to block them from making further requests.
33. What if a product variant is no longer available on Shopify during a return process?
If a product or its variant ID (e.g., "37 / Pre-Order") is no longer available on Shopify, the app will be unable to initiate a return for that item. The app needs to detect the same product/variant ID in Shopify to create a return request
34. How can I customize specific messages and instructions for different return reasons?
Currently, the app does not support displaying individual messages corresponding to each reason. If you need this feature, please provide specific requests for custom message instructions. Our team can assist with customization, which may incur a fee based on the complexity of your request.
35. Can the return process status be displayed on the customer's return portal?
Yes, the app can display the return process status directly on the front page of the return portal, allowing shoppers to track their return process more closely
36. Can I manage multiple return addresses dynamically based on the customer's country?
While the app cannot separate locations directly within the shipping instruction flow code, it does support configuring condition-based workflows to direct returns to different warehouses (e.g., US orders to a US warehouse). The app also provides dynamic values that can be used in email templates to display relevant address information (e.g., company name, address line, city, state code, postal code, country) based on the customer's location
37. Are there solutions for API issues, such as processing refunds for selected line items or viewing exchanged items?
The process-refund API has been simplified to require fewer fields for refund processing. To access information about exchanged items via the API, you can use the "Get Request Detail API" endpoint in their Open API documentation. However, this API currently only shows the items that were initially purchased and requested for exchange, not the new items they will receive in exchange. Issues with submitting refund requests for only selected line items are being addressed by the developer team, and this functionality is available for users on the Enterprise plan
38. What is the pricing for custom features or flows?
This is our pricing details:
Step 1: You can Submit through our Chat Support, including a clear description, examples (if any), and intended outcome. We’ll respond within 24 business hours.
Step 2: Our technical team will review every request within 24 business hours, evaluate feasibility, and classify it as:
- Included under your plan
- Chargeable, with a detailed quote
You can then decide whether to proceed with the work.
Step 3: Accept and all approved customizations are charged as one-time payments through our secure invoice, depending on your account setup.
Step 4: Complete charging and let our development team custom as your requirements.
39. Can I hide all return reasons except "Warranty Claim" for orders outside a specific delivery window?
Currently, our app does not support the feature to hide all return reasons except ""Warranty Claim"" for orders outside a specific delivery window. Based on our understanding, the desired functionality would display the ""Warranty Claim"" reason exclusively for orders that fall outside the policy you’ve set (for example, orders placed more than 30 days ago). According to the app’s logic and rules, any return requests outside the defined timeframe automatically violate the policy and are prevented from proceeding.
At this time, we’re unable to implement this condition. However, we are always looking to improve our features, and your feedback is invaluable. If this is a critical feature for your operations, please let us know. Our team is ready to discuss your specific needs in more detail and explore potential solutions together.
40. Is it possible to add an optional charge at checkout for customers to secure a prepaid return label for future use?
Currently, our app does not support this feature. We will research the value it could bring to your business and will consider it for future updates.
41. Is it safe to use the app to process returns while the team is accessing my admin site?
Yes, you can proceed with using the app. The support team assures that they will not perform or access anything that would negatively affect your store while working on integrations or other issues
42. How can I customize the subdomain for my return page?
To customize your return page subdomain, you need to provide the desired subdomain in a specific format, for example: returns.returnsdrive.com. This feature is available from the Professional plan and typically takes our support team about 5 minutes to implement for you. Our support agents are ready to assist with this request.
43. Can I remove the "Powered by Synctrack" branding from my return page?
Yes, you can request to remove the "Powered by Synctrack" brandmark from your return page. To proceed, simply reply to a message from our support team, and we will be happy to assist you with this request.
44. How can I apply restocking or exchange fees only to specific products or collections, or waive them for certain collections?
Our app does not currently support selecting individual products or collections for restocking/exchange fees by default. However, our team can customize this for you while the feature is still under development. To proceed with customization, please specify which collections or products you would like this rule to apply to. For example, you can request to waive all fees (restocking and exchange) for a specific collection like "The John Thomas Dye School collection," while keeping fees active for other products. Note that sometimes what appears to be a restocking fee might actually be an exchange fee; please clarify which fee you intend to manage. Once customized, our team will notify you to recheck the functionality on your end. You may also be invited to test this functionality in a demo store.
45. I need to create and send a return label to my customer from Synctrack, but I don't see the "logistics partner" or "Return Method" option.
A guide on how to create a return label is available at: https://help.omegatheme.com/en/article/create-and-print-return-labels-ddnoos/. The reason you might not see the option to select a "logistics partner" or "Return Method" is usually because the customer initially chose "Ship with any carrier" as their return method during the RMA process. In this scenario, the customer is responsible for choosing their own delivery method. To enable generating return labels for your customers from Synctrack for future requests, you must enable the "Ship with pre-paid label" option in your settings. Customers will then need to select this method from the beginning of their return request. Important: For an RMA that is already in process where "Ship with any carrier" was chosen, you cannot change the return method in Synctrack to generate a label. You will need to manually create and send the return label information to your customer outside of Synctrack. It is recommended to configure your settings to "force" your customers to choose the preferred method from the beginning. We recommend performing a test order to better understand the entire process and ensure settings are configured correctly.
46. How can I request a demo of the Synctrack app?
You can book via this link https://xipatcorp.sg.larksuite.com/scheduler/f87e336d596e74a9
47. I'm a Shopline SE and opened the chat for testing purposes; can you ignore my query?
Yes, if you are a Shopline SE or user testing functionality and accidentally open a chat portal, you can inform us that it's a test and to please ignore the query.
Updated on: 12/08/2025
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