Configure Return Notification

Overview

With Synctrack Returns, merchant can send automated notification based on return/exchange status to notifty customer about all needed information of return request. There are available multiple templates available for merchants to easily customize and enable with one click and separate to 3 main types of notification:

• Process return request templates
• Process exchange request templates
• Refund resolution templates

What you'll learn

In this article, you'll explore some ways to take it easy to set up notification:

• Configure Sender Information
• Know how to customize notification templates
• Know how to add languages to notification templates
• Notification Variable systems
• Know how to track the email history

Configure Sender Information

Step 1: Go to Settings > Notification > Sender Info

Choose your preferable sender email to set up between 2 options:

1. Option 1: Use with Shopify notification

The system will be automatically sync with Shopify email, you can review these one in your Shopify admin -> Customer Notifications -> Enable the return notifications:

2. Option 2: Use Synctrack app email system (Most used from our merchants)

Step 2: Connect Sender Info

There are 3 main ways (beside default sender email from Omegatheme) for merchant to connect sender info:

• Connect sender email via Google

• Connect sender email via Amazon SES

• Connect sender email via SMTP

Know how to customize Notification templates

Step 1: Go to Settings > Notification > Notification templates

Process Return Request

1. Return Request Received 

• Sent when customer submits return
• Key variables: {{RMA_ID}}, {{order_id}}, {{item_return_details}}

2. Return Request Approved 

• Sent upon merchant approval
• Key variables: {{shipping_instructions}}, {{label_download_link}}

3. Return Request Resolved 

• Sent when return completed
• Key variables: {{full_refund_amount}}

4. Return Request Rejected 

• Sent when return denied
• Key variables: {{reject_reason}}

5. Return items mark as received

• Sent when return items received in warehouse
• Key variables: {{RMA_ID}}, {{order_id}}, {{item_return_details}}

6. **"Ship with Pre-paid Label" Request Approved **

• For approved pre-paid label requests
• Key variables: {{label_download_link}}, {{label_tracking_link}}

Refund Resolution Notifications

1. Refund to Discount Code 

• Key variables: {{discount_code}}, {{discount_value}}

2. Refund to Online Bank Transfer 

• Key variables: {{banking_info}}, {{full_refund_amount}}

3. Refund to Original Payment Method 

• Key variables: {{full_refund_amount}}

4. Refund to Store Credit 

• Key variables: {{full_refund_amount}}

5. Refund to Gift Card 

• Key variables: {{gift_card_code}}, {{full_refund_amount}}

Exchange Request Notifications

1. Exchange Request Received 

• Initial exchange submission
• Key variables: {{item_return_details}}, {{item_receive_details}}

2. Exchange Request Approved 

• Exchange approval confirmation
• Key variables: {{shipping_instructions}}

3. Exchange Request Rejected 

• Exchange denial notification
• Key variables: {{reject_reason}}

4. Shipped Exchanged Item 

• When merchant ships replacement
• Key variables: {{label_tracking_link}}

5. Received Return Item 

• Confirmation of returned item receipt
• Key variables: {{item_return_details}}

6. Exchange Request Resolved 

• Final exchange completion
• Key variables: {{full_refund_amount}} (if applicable)

Step 2: Edit each templates via drag-and-drop builder

Step 3: Send Test Email to check

1. Edit with one email templates
2. Click "Action" button, then choose "Send test email"

Step 4: Revert to Default Function (Optional)

1. Edit with one email templates
2. Click "Action" button, then choose "Reset to Default"

Know how to add languages to notification templates

1. Edit with one email templates
2. Click "Action" button, then choose "Add language"

3. Choose the languages you want to add, then translate the templates.

Know how to track the email history

Option 1: Go to Settings > Notification > Email history

Option 2: View email directly in return requests management

Variable systems

Order Related

{{RMA_ID}}               // Return number (e.g., RMA123456)
{{order_id}}             // Shopify order ID
{{item_return_details}}  // Return items list
{{item_return_details_without_price}}
  // Return items without price list
{{full_refund_amount}}   // Total refund
{{item_receive_details}} // Exchange items list

Business Related

{{store_name}}          // Your store name
{{return_address}}      // Return shipping address
{{store_email}}         // Store contact email
{{logo}}                // The logo you uploaded on return page

Customer Related

{{customer_email}}      // Customer email
{{customer_name}}       // Customer full name
{{customer_address}}    // Shipping address

Refund Resolution

{{discount_code}}       // Generated discount
{{discount_value}}      // Discount amount
{{banking_info}}        // Bank details
{{gift_card_code}}      // Gift card code

Action Links

{{label_download_link}} // Label PDF URL
{{label_tracking_link}} // Tracking URL
{{view_request}}        // Return portal URL

Others

{{shipping_instructions}} // The relevant shipping instructions to ship the return items, according to the Returns Methods chosen by customers

{{reject_reason}}         // It will be displayed only if the return is rejected

{{return_label_fee}}      // The value of the return shipping label that was generated

Who can use this feature?

Available on Starter Plan

Updated on: 26/01/2026