Getting Started
Start setting up a Return Process
Welcome to Synctrack Returns & Exchanges, To run the return process smoothly, the merchant needs to complete the following 3 following basic tasks: Add the return page to your store navigation The self-serve return page is a necessary function for consumers to complete return and exchange applications and is central to shaping the brand and enhancing the consumer's post-purchase experience. Learn more about return pag (https://returns-helpcenter.gitbook.io/untitled/return-page/branding-reFew readersOverview: Return & Exchange process
Overview Returns management, will be a regular task for merchants, we will be committed to creating a more concise and intuitive process to help merchants deal with returns and exchanges faster, and automated management will be a core competency that we will build! What we'll learn In this article, we will explore how merchant can manage the return/exchange flow much more easily through some topics: Statuses of the Return/Exchange processFew readers
Return Settings
Refund by Online Bank Transfer
Overview Refund by Online Bank Transfer 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. How to enable Refund by Online Bank Transfer? Step 1: Go to Settings Resolution Enable “Refund by Online Bank Transfer” toggle Add description text (optional) (https://storage.crisp.chat/usersFew readersRetain Pop-up window
Overview With Synctrack Returns, merchant can retain customer choosing exchange instead of refund via The Retain Pop-up Window, a conversion optimization feature. When a customer selects the "Return" option on the return portal, a strategically-timed pop-up appears to promote the benefits of exchanging items rather than returning them for a refund. How to enable Retain Pop-up window? SFew readersRefund to Store credit
Overview Refund to Store Credit allow merchants to offer refunds as store credit, helping retain revenue while providing customers with flexibility for future purchases. How to enable Refund to Store Credit Resolution? Step 1: Go to Settings Resolution Enable “Refund to Store Credit” toggle Add description text (optional) Step 2: Set up settings for Store Credit (OpFew readersRefund to Gift card
Overview Refund to Gift card allows merchants to offer refunds as a gift card (created on Shopify admin), helping retain revenue while providing customers with a gift card for future purchases. How to enable Refund to Gift Card Resolution? Step 1: Go to Settings Resolution Enable “Refund to Gift Card” toggle Add description text (optional) Step 2: Set up settings forFew readersRefund to Discount Code
Overview Refund to Discount code allows merchants to offer refunds as a code, helping retain revenue while providing customers with a discount code for future purchases. How to enable Refund to Store Credit Resolution? Step 1: Go to Settings Resolution Enable “Refund to Discount code” toggle Add description text (optional) Step 2: Set up settings for Discount codeFew readersConfigure Return Reason
Overview With Synctrack Returns, merchant can Easily create reasons to return orders for your customers Require information (comments, videos/images) for evidence to know why orders are returned. How to set up Return reasons? Step 1: Go to Settings Reasons Step 2: Add Reason Edit it Add reason name (it will be shown exactly on return portal) Enable coFew readersConfigure Return Policy
Overview With Synctrack Returns, merchant can restrict the ineligible or unwilling return request based on order, product or customer policy. A straightforward return window or policy is the first step in providing a no-hassle returns process. What you'll learn There are 3 main policies the merchant can explore following: Order policy Product policy Customer policy&x20; How to create a reFew readersConfigure Refund Resolution
Overview With Synctrack Returns, shoppers can decide how they wish the return request to be handled. There are 5 main refund resolution for merchant to allow your customer to select: Refund to Original Payment Method Refund to Store Credit Refund to Gift Card Refund to Discount Code Refund by Online Bank Transfer How to set upFew readersConfigure Exchange Resolution
Overview With Synctrack Returns, shoppers can decide how they wish to exchange instead of refunding which will not only help merchant retain revenue, but also creating oppotunities to gain new revenue ammount from exchange. There are 3 main exchange options, including: Exchange for the same product: auto-recognizes the item & offers the customer the same product (variant) Exchange for different sizes/colors: shoppers can quickly choose the other size/color of return item displayFew readersBonus Credit for Exchange option
Overview With Synctrack Returns, merchant can encourage customer to exchange rather than refund by rewardinng them a small incentive when choosing exchange option. How to set up Bonus Credit for Exchange option? Step 1: Go to Settings Exchange Upsell Enable the Bonus Credit section Add amount of bonus credit Customize description to give customer an encouraging messageFew readersConfigure Fee for Return request
Overview The Synctrack Fees are used for merchant to handle a fee to cover the operational return costs and it will be deducted from their refund amount in an automated manner. There are 4 main fees, including: Return shipping cost: the system charges the configured return shipping cost once per return request and the amount is deducted automatically from the refund or added to the return summary. Restocking Fee: when a return is processed, the system calculates the restocking feFew readers
Return Automation
A complete guide: Shopify Sync
Overview In Syntrack Returns, Shopify Sync seamlessly connects Synctrack Returns to your Shopify admin, 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. How to activate Shopify Sync Go to Settings Configuration Enable the "Shopify sync" section (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imageSome readersA complete guide: Automation Return Rules
Overview Synctrack Returns allows merchants create automation rules for auto-approve return requests, auto-mark request as resolved and auto-generate the fastest/cheapest prepaid label to speed up the processing of the return requests and reduce mannual works. What you'll learn In this article, we will explore how can merchant can use Automation to reduce 80% return time mannual work: How to enable Auto-approve return request ? (2-how-to-enable-the-auto-approve-request-featureSome readersA complete guide: Condition-based Workflows
Overview With Synctrack Return, merchant can set multiple workflows in the return process for different return requests from customer via condition-based Workflow, a powerful automation tool that helps you manage returns more efficiently by: Show right resolution, methods, or return address for specific product, market, or customer segment. Automating return decisions based on specific conditions Set different time limits (return window) for particular conditions (NEW) What you'Some readers
Return Notification
Resend notification for return request
Overview In Synctrack Returns, merchant can manually resend email notifications to shoppers directly from the order management detail page. This feature is particularly useful for handling failed email deliveries, resending confirmations upon customer request, or sending notifications that were previously skipped. How to resend the notification for the return request? Step 1: Go to Management See specific details for a requests Click "Resend Notification" buttonFew readersHow return notifcations are sent to your customers?
The notifications for the return/exchange process are standardly set up to be sent to your customers for tracking the status of the return requests. Return request email flow Exchange request email flow (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imagFew readersConfigure 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 wayFew readers
Return Management
Remove the label generation fee
Overview When processing a return request, the system automatically calculates a label generation fee, which represents the cost of creating a prepaid return shipping label for your customer. If you prefer to cover the shipping cost yourself instead of charging the customer, you can easily remove this fee by two following ways: Remove label generation fee in Fee management Remove label generation fee when issuing a Refund Remove label generation fee in Fee management Go to SettinFew readersReopen resolved return requests
Overview In Synctrack Returns, merchant can reopen a return request that has already been marked as Resolved, so they can complete any remaining missed actions: Issuing a refund Marking items as received Restocking returned items How to open a resolved return request? The Open request button is only visible when the return request status is Resolved. 2. Click Open rFew readersManually 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? Navigate to the Management tab Click “Create Return” or "Create Exchange" bFew readersIssue a refund after approving return request
Overview In Synctrack Returns, merchants can flexibly manage refund resolutions & issue a refund after a return request has been approved. What we'll learn In this article, we will explore the following topics: How to issue a full refund for a return request? Option 1: Refund to Original Payment Method Option 2: Refund to Gift Card Option 3Few readersCreate an exchange order after approving exchange request
Overview In Synctrack Returns, merchants can create an exchange orders flexibly after approving an exchange requests. There are 4 main ways that merchant can create exchange orders: Add the exchange product to the original order Create Order for Price Difference (Automatic) Create New Order with Full Item Price Do NoFew readers
Branding Return Page
Differentiate Synctrack Return page URL
Overview In Synctrack Returns, the merchant can allow your shoppers to submit return requests right in the store or redirect them to an external website (page) flexibly. There are two main Return Page URL merchant can use for their store: Page URL: https://yourstore.returnsdrive.com Embed URL (Shopify app proxy): https://yourstore/apps/returns-portal (httFew readersAuto-sync with brand color
Overview The Auto-sync Brand Theme feature allows merchants to synchronize their store’s branding with the Return Portal automatically. This ensures a consistent look and feel between your store theme and the return experience for customers. When enabled, the following elements will be synced: Theme color – main accent/background color from your store theme Text color – primary text color for titles and content Logo – your store’s brand logo Return Policy URL – auFew readersLogin with Shopify Customer Account
Overview With Synctrack Returns, merchants can allow customers to use Shopify Customer Account to submit return requests easily. Customer accounts is the newest version of Shopify customer accounts, and lets your customers sign in using a one-time 6-digit verification code sent by email. A password isn't required to sign in. What's the difference among three types of order lookup method? theFew readersSupport 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 tFew readersCustomize your return page
Overview With Synctrack Returns, merchants can customize the return portal to fit the brand styles, which will help enhance the post-purchasing journey for shoppers in one place. A complete guide to customize return page Step 1: Navigate to Return Page Click the “Customize” button.Few readersAdd a return portal link to your store
Overview Synctrack Returns allows merchants to add the return portal link to your store to optimize customer's return request submission process. How to add a return portal link to your store? Step 1: Go to Return page Copy the primary link you set up Step 2: Add a Return Portal Link to Your Store with Synctrack Returns Domain In the Shopify Admin Dashboard, navigate toFew readersAdd Return widget to Order status page
Overview In Synctrack Returns, merchant can add a “Return Request” widget to the Customer account (NEW) → Order status page to help your customers submit return requests quickly. Requirements for feature working 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 How toFew readersAdd multiple languages & Translation for return page
Overview In Synctrack Returns, merchanr can add multiple languages for return page to allow different customers from different countries to use the portal easily in their languages. By reducing misunderstandings, this feature significantly brings a localized experience for your customers. How to add multiple languages? Step 1: Go to Settings Language and translation section Click "Add language" button Select the preferred languages and add the languages (https://Some readers
Shipping & Tracking
How to connect with ShipStation?
Step 1: Obtain shipstation API credentials Go to https://www.shipstation.com and Sign Up (or Login if you already have an account) You can select between 2 API services: I. Shipstation (API V2 Key) Once logged in, select My profile Open API settings, select V2 API vFew readersHow to connect with Sendcloud ?
1. Obtain API Credentials Navigate to Settings Integrations within your Sendcloud account. Configure your API integration. Copy both the Public Key and Secret Key for use in later steps. 2. Integrate Sendcloud with Synctrack Returns Visit the Shopify App Store anFew readersHow to connect with Shipway?
Step 1: Obtain your API Key The Shipway API uses Basic HTTP authentication. Use your Shipway Email as the username and License Key as the password. You can find your License Key as the password from, Shipway >Profile>Manage profile. The Authorization header is constructed as follows: Username (Email) and Password (License Key) are combined into a string "username:password". The resulting string is then encoded in base64. PHP example: $token = base64encode("email:LicenseFew readersConfigure Return Shipment Tracking
Overview With Synctrack Returns’ Returns tracking feature you can have complete visibility over your return shipments’ tracking statuses, so you can proactively answer customers’ WISMR (Where is my return?) queries and notify them of exception events on the carrier side. Bringing the tracking visibility for both your inbound and outbound shipments together in one place. You can auto-synchronize your return shipments to Synctrack Tracking’s shipment dashboard to better manage them and coFew readersConfigure Packing Slip
Overview With Synctrack Returns, merchant can enhance warehouse returns management processing efficiency and marked returns, free of international shipping taxes, helping customs clearance, warehouse handling, and return processing become faster and more reliable by adding packing slip. How to enable Packing Slip? Step 1: Go to Settings Shipping & Delivery Warehouse & Packing Slip (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imagei7a3xk.pngFew readersConfigure Return Address/ Warehouse
Overview The Synctrack return address allows you to manage multiple return warehouses so that returns are routed to the correct location based on logistics setup. How to set up the Return address? Step 1: Go to Settings Warehouses Step 2: Add the details of Warehouse information This is including: Store name: to display name on email and other places. Email addrFew readersCreate and print automated return labels
Overview In Synctrack Returns, merchant can create and print return labels for customer returns to streamline the return process, provide a hassle-free experience for customers, and reduce errors in return logistics. RequirementSome 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:Few readersHow to connect with 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/acPopularHow 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 reSome readersConfigure Logistic Couriers in Synctrack
Overview With Synctrack Returns, merchant can ask for comprehensive logistics support to streamline your shipping and return processes. This support is divided into two main categories: Direct Courier Third-Party Logistics (3PL) Each category provides different options to suit various business needs and geographical requirements. (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image1fd9w7Few 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 workingPopularHow 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 Shipping Method
Overview With Synctrack Returns & Exchanges, shoppers can decide how they wish to handle the returned items. There are 4 main shipping methods for merchant to allow your customer to select: Ship with pre-paid label Ship with any carrier No shipment required Return to store location How to set up Shipping methods? Step 1Some readers
APIs & Webhooks
Integration with Shopify Flow for Synctrack Returns
Overview: How the Synctrack Returns & Exchanges x Shopify Flow integration works With Synctrack Return, merchants can set multiple workflows in the return process in their Shopify store by integrating with Shopify Flow easily. With this integration, you can: Automate return event and response using Shopify Flow. Set up workflows triggered by Synctrack Return events, such as *Return request Approved, Exchange order Created, etc *for advanced automation. Notify your team or customerFew readersHow to generate Synctrack API Key?
Overview The Open API Credential feature allows Enterprise merchants to generate their own Synctrack API key and access the Open API documentation to integrate Synctrack Returns with external systems. This helps developers easily connect Synctrack with 3rd-party services, automation tools, or internal business systems, such as WMS. Complete guide to generate Synctrack API Key Follow these steps to generate your Synctrack API key. Step 1: Open Integration Settings Go tFew readersIntegration with Gorgias x Synctrack Returns
Overview After getting their return request approved, shoppers generally have queries related to refund, delays, etc. For brands, it is imperative to provide customers with swift resolution to their queries. Synctrack Returns can be integrated with Gorgias, a multichannel customer service platform, to quickly respond to customeFew readersReturns/Exchanges Webhooks
Introduction The Returns/Exchange Webhooks feature enables merchants to integrate and synchronize return/exchange data with their systems in real-time. This guide will walk you through the setup process, key benefits, and considerations for using this feature. Merchant Setup Activating the Feature Log into the Synctrack Return app. Navigate to Settings Webhooks. Create webhook with endpoint and optional topics Configuring the Webhooks By default, webhooksFew readers
Advanced Egilibity Rules
Reserve stock on request for exchange
Overview In Synctrack Returns, merchant can set up exchange advance rules to optimize the exchange workflow. The “Reserve stock on request” feature allows the system to hold inventory as soon as a customer submits an exchange request, before the request is approved. This stock is immediately deducted once the customer submits the request to reduce the risks of our of stock exchange products. How to enable Reserve stock on request for exchange? Go to Settings ConfigurationFew readersRequire Return All Items from BOGO/Bundle Deals
Overview In Synctrack Returns, the Require Return All Items from BOGO/Bundle Deals feature ensures that customers must return all items from a promotional discount (BOGO or Bundle) together. Partial returns from these promotional orders are not permitted, helping merchants maintain the integrity of their discount promotions and prevent abuse. This feature addresses a common merchant concern: customers purchasing items under promotional discounts (like "Buy 2 Get 1 Free" or bundle dealsFew readersAllow Same-Variant Exchange at Current Price
Overview In Synctrack Returns, merchant can set up exchange advance rules to optimize the exchange workflow. The “Allow Same-Variant Exchange at Current Price” feature allows the system to apply the current price of the exchange product so that pricing remains consistent with merchant's store. How to enable Reserve stock on request for exchange? Go to Settings Configuration Tick checkbox "Allow Same-Variant Exchange at Current Price" Click "Save" (https://storage.criFew readersLimit one exchange item per return item
Overview In Synctrack Returns, merchant can set up exchange advance rules to optimize the exchange workflow. The “Limit one exchange item per return item” feature allows the system to limit exchanges to one item per returned item so that exchange abuse is prevented. How to enable Limit one exchange item per return item? Go to Settings Configuration Tick checkbox "Limit one exchange item per return item" Click "Save" (https://storage.crisp.chat/users/helpdesk/Few readersApply original order discounts to exchange
Overview In Synctrack Returns, merchant can set up exchange advance rules to optimize the exchange workflow. The “Apply original order discounts to exchange” feature allows the system to apply the original order discount to the replacement item. Customers can exchange for items up to the original item’s pre-discount price. If the replacement item costs more, the customer pays the price difference. If less, a refund is issued based on the price difference. How to enable Apply originaFew readersHide inventory quantity
Overview In Synctrack Returns, merchant can set up exchange advance rules to optimize the exchange workflow. The “Hide inventory quantity” feature allows the system to hide available inventory numbers on the exchange selection screen while still validating availability in the background. How to enable Hide inventory quantity? Go to Settings Configuration Tick checkbox "Hide inventory quantity" Click "Save" (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/Few readersDo not accept discounted items
Overview In Synctrack Returns, merchant can set up an advanced return policy to optimize the return workflow. The “Do not accept discounted items” feature allows the system to whether returned items were purchased with discounts or promotions. If so, return and exchange options are disabled for those items. How to enable Reserve stock on request for exchange? Go to Settings Policies Tick checkbox "Do not accept discounted items" Click "Save" (https://storage.crisFew readersExchange for out of stock variant
Overview In Synctrack Returns, merchant can set up exchange advance rules to optimize the exchange workflow. The “Exchange for out of stock variants” feature allows the system to allow exchanges even when a variant is out of stock so that customers can reserve items. How to enable Reserve stock on request for exchange? Go to Settings Configuration Tick checkbox "Exchange for out of stock variant" Click "Save" (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8Few readersLimit one return request per order
Overview In Synctrack Returns, merchant can set up an advanced return policy to optimize the return workflow. The “Limit one return request per order” feature allows the system to check existing return or exchange requests for the order. If one already exists, additional requests are blocked. How to enable Limit one return request per order? Go to Settings Policies Tick checkbox "Limit one return request per order" Click "Save" (https://storage.crisp.chat/usersFew readersAllow return requests for unfulfilled orders
Overview In Synctrack Returns, merchant can set up an advanced return policy to optimize the return workflow. The “Allow return requests for unfulfilled orders” feature allows the system to let customers to submit return requests for orders that are not yet fulfilled, as long as they are within the configured return period. How to enable Reserve stock on request for exchange? Go to Settings Policies Tick checkbox "Allow return requests for unfulfilled orders" ClicFew readers
Member & Permissions
A complete guide: Multi-store connection
Overview 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. Requirement Active Enterprise plan subscription Synctrack Returns & Exchange app installed on all stores Valid Shopify store URLs What’s Included Default PacFew readersA complete guide: Member & Permissions
Overview The Members & Permissions new feature in Synctrack Returns enables store and merchant admins to delegate order-management responsibilities to designated staff members—without compromising security or visibility. By leveraging role-based access, you can ensure each team member has the exact level of authority they need to execute returns and exchanges, export order data, and update inventory statuses. Merchant setup Step 1: Add a New Member Go to Settings MembeFew readers
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 geFew readersA complete guide: Return Analytics
Overview The analytics dashboard allows businesses to track their returns and exchange performance. With detailed insights into key metrics, businesses can identify return reasons, reduce costs, improve their return policy, and retain more revenue from returns. This guide will provide an in-depth look at the key features of the analytics dashboard. What we'll learn In this article, we will explore the following dashboards to understand each purpose and key metrics of each one, followinFew readers