What's new
How AI Smart Exchange recommends the right variant ? (BETA)
Overview AI Smart Exchange suggests the variant a shopper most likely wants when they exchange — the right size, color, or a clean replacement — based on their return reason and what has worked for similar shoppers. The goal is to make exchanging effortless so shoppers keep the sale instead of taking a refund. Smart Exchange runs inside the Beta New Return Portal and is available onFew readersHow to join the Beta New Return Portal program
Overview The Beta New Return Portal is an opt-in version of your customer return portal with a faster, more flexible flow. Instead of forcing shoppers to choose "Return or Exchange", the new portal lets them combine refunds and exchanges in one request, decide per unit, and track their request afterwards — all without contacting you. | When you join the beta, 50% of your shoppers see the new portal and 50% keep the current one, so you can compare results side by side before switchinFew readers
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
Branding Return Page
A complete guide: 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 | Embed URL allows merchants to run the Returns Portal within their store’s domain instead of an external website.  currently connected to our system via an A record (a fixed IP address). Why do you need to migrate? An A record "locks" your domain to a specific server. Whenever we uFew readersCustom return portal domain to CNAME
| This guide will walk you through connecting your own custom domain to your Synctrack Returns page using a CNAME record. Available on Premium plan Overview Who should read this? This guide is for stores that want to use their own custom domain (e.g., returns.yourdomain.com) for the Returns page, instead of the default URL ending in returnsdrive.com. Example: You want your customers to land on returns.pokemonwinkel.nl instead of [`pokFew 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 readersA complete guide: Customize 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. In this article, we will know how to each step to customize a return page successfully: Step 1: Navigate to Return Page > Click the “Customize” button. Step 2: Select the order lookup method [Step 3:Some readersHow to add a returns page in your Shopify store?
Overview Synctrack Returns allows merchants to add the return portal link to their store to optimize customers' return request submission process. How to add a return portal link to your store? Option 1: Automatic installation Step 1: Go to the Return page > Add return widget tab Turn on to choose** Install to the header or footer** **When the badge is switched to "Active", the return page is successfully added to your Shopify store menu. **  →** 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 toSome readersHow to add 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://storage.crisp.chat/usersSome readersConfigure retain 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 readersEU Withdrawal form
Overview Under EU Directive (EU) 2023/2673 (amending Directive 2011/83/EU), any store selling online to EU consumers must let them withdraw from a purchase within 14 days — without giving a reason. From 19 June 2026 this is mandatory. You may not force EU customers to state a reason, contact support, or fill in a survey before they cancel. The EU Withdrawal form makes your 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 coSome readersConfigure Return Policy
Overview With Synctrack Returns, merchants 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 How to create aFew 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 ||| When setting up, you have to enable at least one resolution. While submitting a returns request, shoppers will be asked to choose a return method. 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 readersIncentivize bonus credit for exchange request
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 message | The bonus credit can be set as either a fixed amount or a percentage amount, and it will be added tSome 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 feSome readers
Return Management
How to 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: Choose "Merchant pays" in Return shipping payment Remove label generation fee when issuing a Refund Choose "Merchant pays" in Return shipping payment Go tFew readersHow to reopen 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. Click **Open rFew 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 readersHow to filter request from many sources?
In the Synctrack app, the Return source filter helps you identify where each return request was created from. This makes it easier to review daily return operations, separate customer-submitted returns from internally created requests, and analyze return data by source. You can use the Return source filter in both Management and Analytics. What is Return source? Return source shows where a return request was created. Supported return sources include: Return portal:Few readersHow to manually 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 readersHow to issue a refund after approving a 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 3Some readersHow to create an exchange order from Synctrack to Shopify?
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 NoSome readers
Return Notification
How to 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" button | Note: ResFew 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  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 readersHow 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 = base64_encode("email:LicenseFew 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  as a return logistics provider. If you ship in India with Bharat Ship, you can connect your existing Bharat Ship account and generate reverse return labels + tracking right inside the return flow — the same way Shiprocket, Delhivery, Shipway and iThink work today. No more creating reverse shipments manually in the Bharat Ship dashboard and copying the AWB back by hand. Step 1: Get your Bharat Ship account RegisteFew readersHow your customer track return and enter shipment details after submitting a request?
Overview After a customer submits a return request, they can follow its progress and tell you when they've shipped the return package — without contacting your team. There are two ways for a customer to open their return request, and one place to add their shipment details. This works on all plans. The shipment-details form appears only when Return Shipment Tracking is enabled in your store. Open the return request from the notification email The customer receives a return notifFew readersHow to create and print automated prepaid 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. Requirement | To create and generate an automated label for shoppers, merchants need to enable and set up the "Ship with prepaid label" return method first. [Learn how to use Synctrack return method](https://help.omegatheme.com/en/article/configure-return-shipping-method-lSome 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:Some 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.  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 ||| When setting up, you have to enable at least one resolution. While submitting a return request, shoppers will be asked to choose a resolution method. Choose who pays for the return shipping labelSome 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 readersCredit the original price for discounted returns
Overview In Synctrack Returns, merchants can set up exchange advance rules to optimize the exchange workflow. The “Credit the original price for discounted returns” 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 origFew readersExchange for out of stock variant
Overview In Synctrack Returns, merchants can set up exchange advance rules to optimize the exchange workflow. The Exchange for out-of-stock variant feature allows customers to exchange for variants that are currently out of stock only when the variant is still allowed to continue selling on Shopify. This helps merchants support exchange for pre-order or backorder items, while preventing customers from exchanging to variants that are out of stock because they are discontinued or no longeFew readersCancellation policy
Overview The Cancellation policy item in Synctrack Returns lets your buyers cancel a just-placed order themselves — right from the return portal — instead of contacting your support team. You control whether cancellation is enabled for your store and how long the cancellation window stays open after checkout. This item replaces the previous "Allow return requests for unfulfilled orders" setting. If you had that setting enabled, cancellation is already turned on for your store; if it wasFew 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 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 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 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 readersApply discounts to exchange item
Overview In Synctrack Returns, merchants can set up exchange advance rules to optimize the exchange workflow. The “Apply discounts to exchange items” feature allows the system to apply the returned item’s discount to the new item. For example, A returned item with a $20 discount will also apply a $20 discount to the exchange item. How to enable Apply discounts to exchange items? Go to Settings > Configuration Tick the checkbox "Apply discounts to exchange items." Click "Save"Few readers
Return Automation
A complete guide: Shopify Return Sync
Overview Shopify Sync feature connects Synctrack Returns with Shopify Returns, allowing return and exchange workflows to sync between Synctrack and Shopify Admin. The Shopify Sync setting controls advanced return and exchange actions with Shopify Returns, such as creating Shopify returns, syncing return statuses, Shopify Email, return shipping labels, refunds, restocking, and exchanging products in the original order. || Important: Shopify Sync is different from Synctrack’s core Shopify daSome 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-featurePopularA 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
Member & Permissions
A complete guide: Multi-store connection
Overview Multi-Store lets Enterprise merchants connect and manage several Shopify stores from one Synctrack Returns account. A main store connects sub-stores with a connection key, then views and handles return requests and analytics across every connected store — all from the app, no support request needed. What you'll learn How to open the Multi-store tab? How to connect a sub-store? [How to buy more store slFew 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
APIs & Webhooks
Integration with Shopify Flow x Synctrack Returns
Overview: How the Synctrack Returns & Exchanges x Shopify Flow integration works With Synctrack Return, merchants can easily integrate with Shopify Flow to set multiple workflows in the return process in their Shopify store. 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 readersIntegration with Gorgias x Synctrack Returns
| The integration is only available on the Premium or above plan. 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 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 readersReturns MCP for AI assistant (Claude, ChatGPT, etc.)
Overview Synctrack Returns lets you connect AI assistants directly to your store's return data using the open Model Context Protocol (MCP). Once connected, you can ask Claude, ChatGPT, Perplexity, Grok, and other MCP-compatible assistants about your returns and exchanges in plain English — no SQL, no exports, no dashboards. Access is read-only and data is fetched live each time you ask. What you'll learn How to connect Claude (one-click)Few 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