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 readersHow to resend notification in management details
Overview The Resend Notification feature empowers merchants to 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. Merchants have full control over which emails to resend, with the ability to preview email content before sending to ensure accuracy and appropriateness.Few 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 readersHow to manage return request easily with pagination?
Introduction 1.1 Management filter 1.2 Button preview (https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a3Few readersHow to remove the label generation fee?
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: Option 1 Go to Settings -Fees -Return shipping cost -Disable the "Label generation fee" When the "Label generation fee" switch from Active to Inctive -iFew readersHow to prevent return request from specific date range?
Overview about the feature: Set Order Date Range Policy. Many merchants need to restrict return requests during specific periods, especially during sensitive times like holiday seasons, sales campaigns, or special events. This new feature allows you to easily control which orders are eligible for returns based on their purchase date. What You Can Do with This Feature WithFew readersHow to open Resolved return requests?
Overview The Open request feature allows merchants to reopen a return request that has already been marked as Resolved, so they can complete any remaining actions. When should you use this feature? You can use Open request in the following cases: The return request was accidentally marked as Resolved before completing all required actions One or more of the following steps were missed: Issuing a refund Marking items as received Restocking returned itFew 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 readersProcess exchanges
Exchange statusesFew 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 OrderFew 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 chFew 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/imagewFew readers
Branding Return Page
Comment Block in Timeline
Comment Block in Detailed Request Timeline Users and authorized staff can now add comments directly to the timeline of a return/exchange request. Supported comment types: ✍️ Text 🖼️ Image (Coming soon) 📎 Attached file (Coming soon) This helps track requests with more context by manually confirming and documenting important details in the timeline. ✅ Benefits BeFew readersHow to Customize Return page URL by Shopify app proxy?
We’ve made an important update to improve the buyer experience and streamline integration with your Shopify store. The Returns Portal has been moved into your Shopify App Proxy. Old URL: https://yourstore.returnsdrive.com New URL: https://yourstore/apps/returns-portal This means the Returns Portal now runs directly within your store’s domain instead of an external website.Few readersEdit Favicon Bar for Return Page
The Upload Favicon feature allows merchants to upload and display a custom favicon on the Return Portal page. This helps improve branding consistency and gives customers a recognizable visual cue when accessing the return portal. How It Works Upload Favicon Supported file type: image (PNG, JPG recommended). Recommended size: 48x48 px. Maximum file size: 2MB. Save & Apply After uploading, click Save to store the favicon. Preview Use theFew 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 – autFew 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 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 returnFew readersCustomize your return page
Steps Step 1: Navigate to Return Page Click the “Customize” button. Step 2: Add the theme and stylFew 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 Content and select Menus Choose the menu where you want to add the return portal link (e.g., Main Menu or Footer Menu). ClickFew readersGet to know Email Notifications feature
Sender Configuration (Settings Notification Sender Info) Sender Email Setup Choose your preferable sender email to set up between 2 options: Synctrack Returns email system (Highly recommended by our users) Shopify Return Email System Option 1: Use with Shopify notification IfFew 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.Few 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 RefFew 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 “Synctrack Return”: 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 theFew 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 orderFew readers
Shipping & Tracking
How to connect with Ship Station?
Step 1: Create your shipstation account Go to https://www.shipstation.com and Sign Up (or Login if you already have an account) After you’re signed in, open your API settings in ShipStation and copy your Sandbox API Key You can use the sandbox key immediately to create test orders with the default carriers that ShipStation provides. (https://storage.crisp.chat/uFew 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 readersHow to get tokens (API) from 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 readersLearn more about Return Shipment Tracking
Overview With Synctrack Returns’ Returns tracking feature you can now 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 aFew readersSet 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/-/8/3/8/3/838Few 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. (httpsFew 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:Few 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/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 readersLogistics Support in Synctrack Returns
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 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 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 Egilibity Rules
Return Fee conditon: Item Quantity
This condition is designed to help merchants reduce the number of products returned in a single order. How it works? If a request meets the item quantity condition, the return fee will be applied automatically. This helps merchants reduce the number of products returned in a single order. For Example: If a return request has greater than 2 products, the system will automatically apply the return fee. The fee will be deducted from the customer’s refund. (https://storage.crisp.chat/usersFew readersReserve Stock on Request
Feature Overview 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. When the feature is ON ✅ → Stock is immediately deducted once the customer submits the request. When the feature is OFF ❌ → Stock is only deducted after the request is approved. Workflow When theFew readersAllow Same-Variant Exchange at Current Price
What it does This feature ensures that when a customer exchanges a product for the same variant (e.g., same product, just exchanging return → exchange), the current store price will be applied instead of the original purchase price. Why it’s useful Keeps exchange values consistent with your latest pricing. Avoids customer frustration if product prices have changed since the original order. Reduces manual adjustments for your team. Example A customer bought a product forFew readersRequire Return All Items from BOGO/Bundle Deals
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 deals) and then returning only the items tFew readersRetain Pop-up window: How to encourage customer choose exchange instead of return?
Overview The Retain Pop-up Window is a conversion optimization feature designed to reduce return rates by encouraging customers to choose exchanges instead of returns. 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. Key Benefits Reduce Return Rate: Actively encourages customers to reconsider their return decision *Increase Exchange ConversionFew readersShopify 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/-/8/3/8/3/8Some 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.Few 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 & genrate label for return requests
Overview Synctrack Returns allows you to auto-approve return requests and auto-generate the fastest/cheapest prepaid label to speed up the processing of the return requests. Streamline your approval process, customize rules, increase efficiency, and enjoy improved turnaround time. Streamlined Approval Process: Experience a automated approval & label generation process that eliminates the need for manual intervention. Customizable Rules: Tailor the approval conditions and rulesSome readersReturn/ Exchange Fee
Overview Set a return/exchange fee for customers, which will be deducted from their refund amount in an automated manner. 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 feeFew 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 Set different time limits (return window) for specific conditions (NEW) Ensuring a consistent customer experience Saving time on manual return processing When Should You Use Workflows? Perfect for: High-volume returns handling Automate common reSome 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
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 readersFAQ for custom solutions additional costs
What types of customizations are included for free? We offer advanced customization support free of charge as part of your Enterprise plan, including: UI adjustments using CSS (change button color, font, layout, hide specific elements, etc) - under 1 hour. One-time 3rd-party tools, CRM, apps integration for free connect via API or Webhook. One layout customization (reorder steps, hide/show specific form fields, etc) per month for free. One custom report, analytics for free. OnFew readers