Process RMA
Refund to Online Bank Transfer
Introduction The “Refund to Online Bank Transfer” feature allows merchants to offer shoppers the option to receive refunds directly to their bank accounts or other online payment methods. This guide will walk you through the setup process for sellers and the refund request process for shoppers. Merchant setup Activating the Feature Log into Synctrack Return app Navigate to the Settings > Return/ Exchange flow > Resolution section. Locate the “Refund to Online BaFew readersRefund to store credit
Store Credit in Synctrack Returns & Exchanges enables merchants to offer refunds as store credit, helping retain revenue while providing customers flexibility for future purchases. Setup and Configuration Enable Store Credit in Synctrack Go to ++Settings Resolution++ Enable “Refund to Store Credit” toggle Add description text (optional) Configure bonus credit amount Set to 0 if no bonus desired Enter value for additional incentive Click “Save” EnableFew readersRefund to gift card
Overview Synctrack Returns & Exchanges offers merchants the option to provide their customers refunds in the form of Gift card as a way to retain revenue while allowing customers to spend their refund amount on other items from the store catalog. Activating the option to issue refunds to store credits for customers on the returns portal is pretty straightforward. It can be done under Settings Refund resolutions in Synctrack Returns & Exchanges admin. This is the video that instructs on howFew readersRefund to Discount Code
Overview Synctrack Returns & Exchanges offers shoppers a refund method by using a discount code. Therefore, shoppers can use this code to continue shopping in the merchant’s store. This is the video that instructs what will happen when customers choose Refund to Discount Code as their resolution: w does Refund to Discount Code work? Merchants set up this method with the Synstrack Return & Exchange app. Click Settings Refund & Exchange Refund Resolution and seFew readersProcess exchanges
Exchange statuses Exchange management process flow Buyer creates an exchange request: Go to the branded return page Enter “Order Number” and “Email or Phone Number” Find your order Exchange and follow the instructions. Click the “Exchange” button (https://storage.crisp.chat/users/Few readersManually create Return/Exchange request in dashboard
This feature allows merchants to manually create and manage return and exchange requests directly from their dashboard, streamlining the process for both merchants and customers. Accessing the Feature Log in to your merchant dashboard. Navigate to the Management tab Look for and click on “Create Return/Exchange Request.” Creating a Return Request Step 1: Search for the Order 1Few readersHandle refund resolution after approving return request
This guide outlines the process for managing refund resolutions in Synctrack after a return request has been approved. Approving the Return Request Navigate to the pending returns section. Review the return request details. Approve the return request if appropriate. Click button Refund Refund Resolution Modal After approving the return request, a modal will appear, presenting options for refund resolution. Important: By default, the resolution shown will be the one the shopper chosFew readersCreate an exchange order after approving exchange request
Receiving and Approving the Exchange Request Locate the exchange request in the pending exchanges section. Review the details of the request. If appropriate, approve the exchange request. Creating Exchange Orders After approving the exchange request, click on the option to create exchange orders. Synctrack will present you with four options for personalizing your business return/exchange flow: (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imageww2Few readers
Branding return center
Support A record (white-label)
If you want to have a custom domain for the return page link instead of the one that start with returnsdrive.com, you can follow this instruction Example: You want to use returns.pokemonwinkel.nl instead of pokemonwinkel.returnsdrive.com Step 1: Create A record In order to create your own subdomain, make sure you’ve created A record with your preferred subdomain and pointed it to our domain returnsdrive.com with the steps below: Log in to your Domain system Locate the DNSFew readersEmbed return portal to the store page
Step 1: Access Your Shopify Admin Dashboard Log in to your Shopify account. Navigate to the Admin Dashboard. Step 2: Create a New Page In the Shopify Admin Dashboard, go to Online Store in the left-hand menu. Click on Pages. Click on Add Page. Step 3: Configure the New Page In the Title field, enter a suitable title for your return pagFew readersCustomize your return page
Steps Step 1: Navigate to Return Page Click the “Customize” button. The user interface of Return page customization On the left is the customized configuration with three options: Link, Theme & Styles, Translation, and the preview configuration on the right. Step 2: Add the themFew readersAdd a return portal link to your store
Step 1: In the Synctrack Returns app, go to Return Page tab in the left-hand menu. Copy your return portal link Step 2: Add a Return Portal Link to Your Store with Synctrack Returns Domain In the Shopify Admin Dashboard, navigate to Online Store and select Navigation. Choose the menu where you want to add the return portal link (e.g., Main Menu or Footer Menu).Few readersGet to know Email Notifications feature
Sender Configuration (Settings Notification Sender Info) Sender Email Setup When you enter your email into field “Sender email” click Connect. Synctrack will send a verification email to your mail box, please open and click blue button in this email (as picture below) Sender verification is a crucial security step that ensures your notification emails are sent from an authorFew readersCustomize return reasons
Why use Return reason? Easily create reasons to return orders for your customers Require information (comments, videos/images) to know why orders are returned. Step by step to create return reasons list On Return Drive left navigation bar, click Settings Return reasons. We have some default reasons for you, to edit or delete the unnecessary reasons, please click here (https://Few readersAllow customer to choose Return or Exchange or Both
Overview This section allows customers to choose options: Return, Exchange, or Both. This helps customers to modify based on their wishes. For example, if you choose Both, when shoppers use “Return Page”, they can use both return and exchange requests. Don’t hesitate to contact our support teamFew readersConfigure return policy
1. Why use Return Policy? A straightforward return policy is the first step in providing a no-hassle returns process. Returns Drive offers a post and customizable return policy page to assist you in putting into practice an efficient return policy. With the “Return Policy”, merchants can set up the rule on the app to restrict unwilling return requests. This is the video that instructs on how to set up a return policy and how the policy works in the portal: 2. CFew readersConfigure Refund resolution
Why use Refund Resolution? With Synctrack Returns, shoppers can decide how they wish the return request to be handled. The 3 methods supported are: Refund to Original Payment Method Refund to Store Credit Refund to Gift Card Refund to Discount Code When setting up, you have to select at least one resolution While submitting a returns request, shoppers will be asked to choose a resolution method. Customize Refund resolution methods Step 1: Go to Settings Select Refund &Few readersConfigure exchange resolution
Why use the Exchange feature? The Exchange feature allows customers to exchange a product for a better customer experience. There are 3 exchange options in “Returns Drive”: Exchange for the same product: Returns Drive auto-recognizes the item & offers the customer the same product Exchange for different sizes/colors: Shoppers can quickly choose the other size/color item displayed on the return portal Exchange for the different products: shoppers can search & browse for the item they waFew readersAdd Return widget to Order status page
Add a “Return Request” widget to the new Customer account → Order status page to help your customers submit return requests quickly. Prerequisites for feature to work A prerequisite to adding the Returns widget to the Order Status page in Shopify’s Account page is that the merchant must select New customer account login Step 1: Navigate to Return page -Add return request widget to order stFew readers
Shipping
Set up shipping carriers and account integration
This guide will walk you through the process of setting up shipping carriers and integrating your shipping accounts within our return management system. There are two methods to achieve this: direct connection and approval-based connection. Step 1: Enable Ship Prepaid Label Navigate to “Settings” in your dashboard. Select “Return/Exchange Flow”. Find the “Return Method” section Enable the “Ship Prepaid Label” option. (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383Few readersCreate and print return labels
This guide will walk you through the process of creating and printing return labels for customer returns. Following these steps will ensure smooth processing of return requests. Access Return Requests Log in to your merchant dashboard. Navigate to the “Management” tab. Locate the return request for which you need to create a label. Create a Return Label Open the specific return request. Click to button Approve Select the appropriate shipping carrier if prompted. (https:/Few readersManage return shipping costs and customer charges
This guide explains how to manage return shipping costs and customer charges in your return management system. Understanding these components will help you set up fair and transparent return policies. There are 5 types of shipping costs Shipping fee: Original order shipping fee Label generation fee: Fee for creating and processing the return label Return fee: Fee charged to customers for processing their return, customizable based on return reason Refund Discount: DeductiFew readersHow to Connect with FedEx?
Step by step to connect with FedEx. Create a FedEx API Project Login to the FedEx Developer account Go to “My Projects” “Create an organization” After you create an organization, you have “Manage Organization” tab like that: TFew readersHow To Get Tokens (API Keys) from EasyPost and Shippo?
EasyPost Authentication and identification to the EasyPost API is done by providing an API Key on every request as your Basic Auth username (no password is required). EasyPost requires that all communication with the API is secured using TLS v1.2. Requests made over HTTP or without a proper API Key will fail. This is the video that instructs how to get tokens and connect with EasyPost: You can manage your API Keys from your account (https://www.easypost.com/acFew readersHow To Connect with Shiprocket?
Step 1: Create API user First, you need to register with ShipRocket and create an account. Click on this link to complete the sign-up process. After the sign-up process is complete, follow the enlisted steps to create an API user: Open your Shiprocket account and navigate to the left-hand panel. Click On Settings =API =Configure =Create an API user. On the pop-up menu, fill in the email (this should be different from the one used to reFew readersLogistics Support in Synctrack
Synctrack offers comprehensive logistics support to streamline your shipping and return processes. This support is divided into two main categories: Direct Courier and Third-Party Logistics (3PL). Each category provides different options to suit various business needs and geographical requirements. Couriers Supported: Australia Post National coverage across Australia Various service levFew readersHow to connect with Delhivery?
Step 1: Obtain Your API Key Navigate to Main Menu Settings API Setup page. Users can view and copy the existing API Token Users can also click on “Request Live API Token” that refreshes the old token with a new token Once you generate a new Token, your old token will stop workingFew readersHow to connect with Australia Post?
This guide will walk you through the process of connecting your account to AustraliaPost for seamless return label generation. Step 1: Obtain Your API Key To connect with AustraliaPost, you’ll need to obtain an API key. Follow these steps: Firstly, you need to register at the AustraliaPost Developer Centre (https://developers.auspost.com.au/) IMPORTANT: When registering, you must: a. Choose Australia Post eParcel accounts (Synctrack – AusPFew readersHow to connect with iThink logistics?
Step 1: Obtain Your API Key To check your API key for integration, kindly follow the below-mentioned steps: Login to your iThink logistics dashboard and click on the settings icon. The drop-down in the image given below will be displayed. You can find multiple options there. Now click on the API key option. The following screen in the image given below will be displayed. You can find multipFew readersConfigure return method
Why use Return Method? With Synctrack Returns & Exchanges, shoppers can decide how they wish to handle the returned items. The 4 return methods are: Ship with pre-paid label Ship with any carrier No shipment required Return to store location When setting up, you have to select at least one return method. While submitting a returns request, shoppers will be asked to choose a return method. Customize Return methods Step 1: Go to Settings >Return/Exchange flowSelect Return MetFew readers
Advanced configuration
Shopify Sync
Shopify Sync seamlessly connects Synctrack Returns to your Shopify store, allowing return orders and information to sync between platforms. This powerful tool simplifies your return management and boosts efficiency by enabling you to manage all return orders in one place. Activate Shopify Sync Follow these steps to activate Shopify Sync Open the Synctrack Returns & Exchanges App Settings Return/ Exchange flow Configuration (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8Few readersMulti-language
This feature allows you to offer return and exchange services in multiple languages. By reducing misunderstandings, this feature significantly brings localized experience for your customers How to use? Step 1: Accessing the Language and Translation Settings Open the application and go to the “Return page.” Scroll down until you find the “Language and translation” section. SFew readersStore Credit
Overview Store Credit in Synctrack Returns & Exchanges enables merchants to offer refunds as store credit, helping retain revenue while providing customers flexibility for future purchases. Setup and Configuration Enable Store Credit in Synctrack Go to ++Settings Resolution++ Enable “Refund to Store Credit” toggle Add description text (optional) Configure bonus credit amount Set to 0 if no bonus desired Enter value for additional incentive Click “SaFew readersBonus Credit
Overview Bonus credit is based on the merchant’s amount and conditions. The bonus credit can be set as either a fixed amount or a percentage, and it will be added to each exchange request. (*If set as a percentage, the bonus credit will be calculated based on the subtotal price.) This is the video that instructs how to set up the promotion feature for exchange requests and how the promotion works in the portal: How does bonus credit work? Set up in the apFew readersAuto-approve return requests
Synctrack Returns allows you to auto-approve return requests to speed up the processing of the return requests. Streamline your approval process, customize rules, increase efficiency, and enjoy improved turnaround time. What can you expect from Auto Approve Requests? Streamlined Approval Process: Experience a seamless and efficient approval process that eliminates the need for manual intervention. Customizable Rules: Tailor the approval criteria and rules to align with your speciFew readersReturn/ Exchange Fee
Set a return/exchange fee for customers, which will be deducted from their refund amount in an automated manner. Overview Automatically deduct fees based on the return reason/ refund resolution the merchant defines. The refund fee can be set as either a fixed amount or a percentage, and it will be deducted for each refund request. (*If set as a percentage, the refund fee will be calculated based on the subtotal price.) This is the video that instructs how to set up the return fee featureFew readersCondition-based Workflows: A Complete Guide
What is Condition-based Workflow? A powerful automation tool that helps you manage returns more efficiently by: Creating custom rules for different return scenarios Automating return decisions based on specific conditions Ensuring consistent customer experience Saving time on manual return processing When Should You Use Workflows? Perfect for: High-volume returns handling Automate common return scenarios Process returns faster Maintain consistent servicFew readersCreate return request in customer account
Your customers can now initiate returns directly from their account, making the process seamless and self-served. Merchant Setup Guide Go to Shopify Admin Navigate to Theme Customize Select “Checkout & Customer Account” Choose “Order status” (https://storage.crisp.chat/users/helpdesk/websFew readersMulti-store connection
Introduction The multi-store connection feature enables Enterprise users to manage multiple Shopify stores through a single interface. Users can easily switch between stores and efficiently manage return/exchange requests. Prerequisites Active Enterprise plan subscription Synctrack Returns & Exchange app installed on all stores Valid Shopify store URLs What’s Included Default PFew readers