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 > Logistics, choosing a suitable courier, and connecting your account. For carriers that aren't a direct integration, you can connect through Shippo or EasyPost to obtain the API keys/tokens. If you don't use one of the connected logistics partners, you can manually generate and upload the label. Once the label is uploaded and the return request is approved, the customer receives it by email. See the prepaid return labels guide.

2. How can I automate the returns process?

To automate returns, go to the Automation tab and set up a flow to approve requests. The app can auto-approve, auto-create labels, auto-refund requests, and more. You may still need to manually generate and upload return labels if you're not using a connected logistics partner.

3. How can I allow Refunds for only 14 days but allow Exchanges for up to 30 days?

Yes, you can set different windows for returns and exchanges. Use a Condition-based workflow:

• Condition: Order created / Order delivery / Order fulfillment
• Action: Show request types / Show resolutions

For example: set a default policy allowing all returns within 30 days from fulfillment, then add a workflow — Condition: Order fulfillment greater than 14 days → Action: Show only Exchange options — which prevents any refund resolution after 14 days.

4. How can I set up different return windows for different countries or customer segments?

Yes — use Policy Override actions combined with Customer or Market conditions in a Condition-based workflow. By default a global return policy applies, but you can create a higher-priority workflow that overrides it based on who the customer is or where they are:

• Condition: Return Market (for countries) or Customer Segment/Tag (for groups like VIPs).
• Action: Set order delivery (or order created/fulfillment) to define the number of days allowed for that group.

The system identifies the customer's attributes first, then applies the specific window before checking the order's age.

5. How do customers receive email notifications, and can I configure the sender information?

Customers receive email notifications about their returns. You can configure the sender email address in Settings > Notification > Sender Info. For full details, see the Return Notification guide.

6. Does the app integrate with ShipStation?

Yes — ShipStation is supported. Connect it in Settings > Logistics. See How to connect with ShipStation.

7. Does the app support QR code returns for AusPost?

Yes — AusPost QR-code returns are supported through the carrier connection in Settings > Logistics.

8. How can I remove the "Powered by Synctrack" branding from my return page?

This is available on the Professional plan or higher. Reply to our support team and we'll enable it for you.

9. How do I customize the subdomain for my return page?

Customizing your return-page subdomain (e.g. returns.yourbrand.com) is available from the Professional plan. Provide the subdomain you want and our team sets it up. See Custom return portal domain to CNAME.

10. Why are my email notifications going to spam, and what can I do?

Deliverability improves when your sending domain is authenticated. Verify your sender domain and add the DKIM / SPF DNS records for it (contact support to get the exact records for your domain). Using a verified custom sending domain greatly reduces spam filtering. See the Return Notification guide.

11. Why are my return requests stuck in a pending status in the app?

A request stays pending until it's actioned — review and accept it in the app so it's processed and synced to Shopify. If the return was initiated directly from the customer's Shopify account (Shopify's native return option) rather than through the app, it only appears in Shopify's records; to make these visible in the app dashboard, upgrade to the Premium plan to enable Shopify sync.

12. Can discounts be excluded from total calculations in returns?

Yes. Go to Settings > Policy and enable "Allow the discounts applied to the original order". See Configure Return Policy.

13. Does the app support pickups from the customer's location as a return method?

Not directly. We recommend shipping with a pre-paid label and connecting a logistics provider to create the label — the carrier will then handle pickup from the customer's shipping address.

14. What types of exchanges does the app support?

The app supports exchanging an item for a different size/variant of the same product, and for a different product (including one at a different price). You configure the available exchange options in Settings.

15. Can I add a custom return method that is not listed in the app?

If you handle a return method manually (e.g. "To be confirmed"), you can rename an existing method and its description: go to Return page > Language and translation > Edit content. This lets you show your own instructions to customers. See Customize your return page.

16. How can I set up promotions like free returns/exchanges for first-time customers based on tags?

The app can detect customer tags (e.g. "firstOrder") during the return/exchange flow — configure this in Settings > Policy. Deeper customizations (setting the fee to 0, showing custom instructions, auto-updating customer/order tags on completion) are handled as Enterprise/custom work; contact support to scope it.

17. How do I enable refunds with gift cards or store credit, and where can customers see their store credit balance?

Go to Settings > Refund Resolutions and enable Refund to Gift Card or Refund to Store Credit (store credit is on the Premium plan). After a gift-card refund is approved, Shopify generates the gift-card code under Gift cards in the Shopify admin. Customers can view their store-credit balance from their Shopify account, or on the return page before creating a request. See Refund to Gift card and Refund to Store credit.

18. How do I add the return portal link to my store's pages?

Create a page (e.g. "Returns") in your Shopify store and add it to a menu, such as the footer. See How to add a returns page in your Shopify store.

19. What logistics carriers are supported by the app?

Go to Settings > Logistics to see the full list of supported couriers. If your carrier isn't listed, send us the carrier details and the product team will look into adding it. See Configure Logistic Couriers.

20. 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, and it can be customized by return reason (e.g. damaged item vs. change of mind) — this is separate from the actual return shipping cost. Per-country fees aren't available yet (it's on our backlog). See Configure Fee for Return request.

21. Why would I need to upgrade to the Enterprise plan?

The Enterprise plan is for advanced customization — custom workflows that detect specific customer tags for free returns/exchanges, display custom instructions, and manage tags automatically. It also offers unlimited access with a package price across multiple stores. For general branding removal like "Powered by Synctrack," the Professional plan is sufficient.

22. Are international returns covered by the app?

Yes — international returns are supported. Use Return Market conditions to set rules per country, and connect a carrier (directly or via Shippo/EasyPost) to generate labels for cross-border returns.

23. How can I set a return/exchange limit, for example, 15 days after delivery?

Yes — set return and exchange limits in the Policy tab. See Configure Return Policy.

24. How do I edit or view the return policy that customers see?

You can set the link to your return policy and edit the text shown on the return page under Return page > Customize. For a standalone policy page, create one in your Shopify store. See Configure Return Policy.

25. How does multi-store management work, and what are the pricing options?

Returns and exchanges are managed centrally from your main store, and you can connect and manage multiple Shopify stores from one dashboard (the default setup is 1 main store plus 1 sub-store, with additional stores at an extra cost). For current package pricing, contact support. See Multi-store connection.

26. Why don't some return requests appear in the app's dashboard but show in Shopify?

This happens when the request was made through Shopify's native return option instead of the app. To see those in the app, upgrade to the Premium plan and enable Shopify sync in Settings > Configuration. See Shopify Return Sync.

27. Can customers cancel a return request, and will they be able to resubmit it?

Yes — customers can cancel a request as long as it hasn't been approved. Both the customer (via the return portal) and the admin (by deleting the request) can cancel. If a request is canceled from the admin side, the customer can resubmit the items for return.

28. Can items that were previously declined for return be requested again?

Yes — declined items can be requested again, unless you've configured a workflow to block further requests.

29. What if a product variant is no longer available on Shopify during a return process?

If a product or its variant is no longer available on Shopify, the app can't initiate a return for that item — it needs to match the same product/variant in Shopify to create the request.

30. How can I customize specific messages and instructions for different return reasons?

The app doesn't support a distinct message per individual reason by default. If you need this, send us your specific requirements — our team can customize it, which may incur a fee depending on complexity.

31. Can the return process status be displayed on the customer's return portal?

Yes — the app can show the return status on the return portal so shoppers can track their return progress. See Return Shipment Tracking.

32. Can I manage multiple return addresses dynamically based on the customer's country?

Yes — use condition-based workflows to route returns to different warehouses (e.g. US orders to a US warehouse). The app also provides dynamic address values for email templates (company name, address line, city, state, postal code, country) based on the customer's location.

33. What is the pricing for custom features or flows?

Custom work is quoted per request:

• Step 1: Submit the request via chat support with a clear description, examples, and the intended outcome. We respond within 24 business hours.
• Step 2: Our team reviews feasibility and tells you whether it's included in your plan or chargeable (with a detailed quote).
• Step 3: Approved customizations are charged as a one-time payment through a secure invoice.
• Step 4: Once paid, our development team builds it to your requirements.

34. Can I hide all return reasons except "Warranty Claim" for orders outside a specific delivery window?

Currently this specific behavior isn't supported. By the app's logic, any return outside the defined window already violates the policy and is prevented from proceeding, so a "show only Warranty Claim outside the window" rule can't be configured today. If this is important for your operations, let us know and we'll explore options with you.

35. Is it possible to add an optional charge at checkout for customers to secure a prepaid return label for future use?

Currently the app doesn't support this. We'll research the value it could bring and consider it for future updates.

36. Is it safe to use the app to process returns while the team is accessing my admin site?

Yes — you can continue using the app. Our support team won't perform or access anything that would negatively affect your store while working on integrations or other issues.

37. How can I apply restocking or exchange fees only to specific products or collections, or waive them for certain collections?

By default the app doesn't support per-product or per-collection restocking/exchange fees, but our team can customize this for you. Tell us which collections or products the rule should apply to (e.g. waive all fees for a specific collection while keeping them for others). Note: what looks like a restocking fee may actually be an exchange fee — please clarify which you mean. After customization, we'll ask you to recheck it (you may be invited to test in a demo store).

38. I need to create and send a return label from Synctrack, but I don't see the "logistics partner" or "Return Method" option.

See the guide on creating return labels. You usually don't see this option when the customer chose "Ship with any carrier" as their return method during the RMA — in that case the customer arranges their own shipping. To generate labels yourself for future requests, enable "Ship with pre-paid label" in your settings and have customers select it at the start of their request. Important: for an RMA already in process where "Ship with any carrier" was chosen, you can't switch the method in Synctrack to generate a label — you'll need to send the label to the customer outside Synctrack. We recommend configuring your settings to require the preferred method from the start, and running a test order to confirm everything works.

39. How can I request a demo of the Synctrack app?

You can book a demo via this link: https://xipatcorp.sg.larksuite.com/scheduler/f87e336d596e74a9

40. My carrier isn't in the supported list — can I still use it?

Yes. Most carriers can be connected through an aggregator — Shippo, EasyPost, ShipStation, or Starshipit — even if they aren't listed as a direct integration. If your carrier isn't available through an aggregator either, contact support to request a direct integration. See Configure Logistic Couriers.

41. My custom return page shows "Your connection is not private" (an SSL error). What's wrong?

This usually means the SSL certificate for your custom domain hasn't finished provisioning yet, or the DNS record still points to the old A record. Make sure you've switched to the CNAME record exactly as shown in the setup guide, then allow some time for the certificate to issue. If it persists after the DNS has propagated, contact support to re-provision the certificate. See Custom return portal domain to CNAME.

42. I get an "invalid address" error when generating a return label. Why?

The label can't be created when a required address field is missing or incorrect — most often an empty or invalid ZIP/postal code on the customer or warehouse address. Check that the postal code and country are filled in correctly, then try again. See the prepaid return labels guide.

43. The refund amount shows $0 or the Refund button is disabled for an exchange order. What should I do?

Exchange orders can briefly show $0 while Synctrack fetches the order data from Shopify. Wait a few seconds and reload the refund screen — once the amount loads (greater than $0), you can adjust it and issue the refund.

44. How can I automatically reject returns for final-sale items?

Use a condition rule / policy that targets your final-sale items (by product tag, collection, or SKU) and set it to not accept returns, so those items are auto-denied at the portal. See Configure Return Policy.

45. Can I filter returns and reports by the RMA created date?

Yes. Use the date filter at the top of Analytics and choose the RMA created date option (you can also filter by Order created date or RMA resolved date) to scope the data to the period you need. See the Return Analytics guide.

46. A customer submitted an exchange request with the wrong size — can I edit the request for them?

Items and sizes in a submitted request cannot be edited. You have two options: edit the Exchange request received notification template temporarily and resend it to ask the customer which size they want, or click Reject and enter a reason — the rejection email includes your reason in a single notification, and the customer can submit a new request with the correct size. See How to resend notification for return request

47. Can I use only the return-label generation feature without showing a return portal to my customers?

Yes. Don't add the portal link to your menus, Order Status widget, or an embedded page, then enable Ship Prepaid Label (under Shipping and Delivery) and connect a carrier. Create requests manually in the Management tab and click Approve — the system automatically emails the label download link to the customer. See How to manually create return/exchange request in Management

48. Why does the return fee show a dollar sign ($) instead of my local currency?

The admin displays fees in your Shopify store's base currency (for example USD). When a customer submits a return, the app automatically converts the fee to the order's currency using the live exchange rate, so customers always see the correct amount in their own currency. See Configure fee for return request

49. I get a "no online payment method" error when refunding a return. How do I fix it?

This happens when the original order was not paid with an online payment method, so the refund cannot go back to the original payment method. Choose a different refund resolution for that request instead — for example store credit, discount code, or a manual refund. See Configure refund resolution

50. Can customers submit a return before the order is marked as delivered?

Yes. In your return policy, set the eligibility condition to Order Fulfilled or Order Created instead of Order Delivered. Note that some refund actions may still require the order to be marked as delivered in Shopify. See Configure return policy

51. I selected Shopify's standard notifications, but no email is sent when a customer creates a request. Why?

Shopify's native notifications are only triggered when a request is approved or rejected — Shopify does not provide an API to send emails at the submission step. To notify customers when a request is submitted, use the Synctrack app email system in Notifications. See How return notifications are sent to your customers

52. Does approving a return automatically restock the returned items?

Restocking happens when you mark the item as received on the return request. Once you mark it received with the restock option, the app updates the product's inventory in Shopify — you can verify the restock event in the Shopify order's Timeline.

53. My return portal URL doesn't load or shows an error. How do I fix it?

There are two portal types: a standalone page (yourstore.returnsdrive.com) and a proxy page on your store domain. If your link errors, go to Shopify Admin > Settings > Apps, open the Returns app and check the App proxy URL to confirm the current proxy link, or use the standalone domain as your primary link. See A complete guide: Synctrack return page URL

Updated on: 12/06/2026