Heads up — an important change to is rolling out on . After two rounds of beta, the New Return Portal becomes the , and the legacy portal is retired as the default.

✨ What's New

Every shopper now gets the full new portal experience — no beta sign-up needed. They can combine refunds and exchanges in one request, decide unit by unit, give more than one reason per item, exchange for a different size, color, or product from your catalog, and track their return themselves.

✨ How it works

Step 1: On 30 July every store switches automatically — nothing to enable.

Step 2: Open to preview the new flow and check your branding.

Step 3: Selling in multiple languages? Review the new labels in — untranslated ones fall back to English safely.

Step 4: Hit to open your live portal and compare.

📘 Need details? See our guide for detailed setup.

Thanks to everyone who joined the beta and shaped this flow.

Try now and share your thoughts with our latest updates from the Synctrack team!

We're excited to share that AI Smart Exchange has been officially released in Synctrack. When a shopper exchanges, the portal now suggests the variant they most likely want — the right size, color, or a clean replacement — so more shoppers keep the sale instead of taking a refund.

✨ What's New

Your shoppers now see an AI-suggested exchange based on their return reason: a "✦ Best match for you" option with a short explanation (like "Most shoppers who said 'too small' sized up to Size L"), plus a Recommended exchange modal with the top match and popular alternatives — all confirmable in one tap. Some best use case that feature can support for you:

✨ How it works

Step 1: Open the tab in the app navigation.

Step 2: Go to and switch the feature on.

Step 3: Shoppers get a suggested exchange as soon as they choose a return reason.

Step 4: If the suggested variant is out of stock, the suggestion is skipped and the normal flow continues.

📘 Need details? See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We're excited to share that has been officially released in Synctrack Returns.

✨

You can now ask Shopify Sidekick about your returns and exchanges in plain language — and act on them without leaving your workflow. Ask "show me pending returns" or "what were the top return reasons last month?" and Sidekick answers from your live Synctrack Returns data. Tell it "open the return for order #1042" and it takes you straight to that request, ready to approve, reject, resolve, or refund.

✨

Step 1: Open Sidekick in your Shopify admin.

Step 2: Ask a question about your returns or exchanges — Sidekick reads your live data and answers in plain language. Reading is always read-only.

Step 3: To act on a request, say "open the return for order #1042". Sidekick opens that exact request in Synctrack Returns.

Step 4: On that page, tell Sidekick to approve it, reject it with a reason, or mark it resolved.

Step 5: For refunds, say "refund this return" — Sidekick opens the refund page so you choose the resolution and confirm the amount yourself. Money never moves without your confirmation.

Sidekick only acts on the request you have open, so nothing changes behind your back.

📘 See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We're excited to share that has been officially released as a return logistics provider in Synctrack. If you ship with PostNL in the Netherlands or Belgium, you can now connect it directly — no third-party aggregator needed.

✨ What's New

You can now connect your PostNL account directly in Synctrack using your API credentials and generate return labels and tracking right inside the return flow — just like our other courier integrations. PostNL was previously available only through Sendcloud; now it's a direct integration.

✨ How It Works

Step 1: In the PostNL Portal, open API Management and copy your Customer Code, Customer Number, and Production API Key.

Step 2: In Synctrack, go to Settings > Shipping & Delivery > Logistics integration and click Connect on PostNL, then paste in your credentials.

Step 3: Open an approved return, choose PostNL as the provider, and the return label and tracking are generated and saved on the return automatically.

📘 Need details? See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We've improved the return page display settings — you can now set the order of your refund options, exchange options, and return methods, not just your return reasons.

✨ What's New

You can now drag and drop to reorder how three groups of options appear to customers on the return page:

Put the option you want to promote first — like store credit or exchange — so customers see it at the top. The order you set is exactly the order they see.

✨ How it works

Step 1: Go to Settings > Resolutions (for refund and exchange options) or Settings > Shipping method (for return methods).

Step 2: Drag the handle next to any option to move it within its group.

Step 3: Hit Save when the save bar appears — customers instantly see the new order.

Disabled options stay in the list so you can pre-arrange them, but they're hidden from customers until you turn them on. Stores that don't reorder keep their current order — nothing changes automatically.

📘 Need details? See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We're excited to share that has been officially released in Synctrack. You can now let buyers cancel a just-placed order themselves — and decide exactly how long that window stays open.

✨ What's New

You can now turn self-serve order cancellation on or off for your store, and set a flexible cancellation window — either until the order is fulfilled, or for a set time (minutes, hours, or days) after checkout. Buyers can cancel an unfulfilled order right from the return portal while it's still within the window, so fewer "please cancel my order" tickets reach your team.

✨ How it works

Step 1: Go to Settings > Policies > Advanced policy.

Step 2: Tick the new "Cancellation policy" item — the cancellation window options appear right below it.

Step 3: Choose "Until item is fulfilled" (no time limit while the order is 100% unfulfilled) or "Within a time window", then enter a value and unit — or use the 15 minutes / 1 hour / 1 day presets.

Step 4: Save. Buyers can now cancel unfulfilled orders from the return portal while they're within your window.

📘 Need details? See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We've improved — here's what's new.

✨ What's New

You can now choose who pays for the return shipping label in one clear place — and your shoppers see the estimated label fee before submitting their return, so refund deductions never come as a surprise.

✨ How it works

Step 1: Go to Settings > Shipping & Delivery > Return shipping method.

Step 2: In the new "Return shipping payment" section, choose Merchant pays or Customer pays — the pre-paid label badge updates instantly.

Step 3: Click the eye icon on each option to preview exactly what your shoppers will see.

Step 4: With Customer pays and an auto-select carrier automation rule, shoppers see the estimated label fee range (e.g. $5.20 ~ $8.40) and expected refund right on the review page — the final fee always falls within that range.

Step 5: You can also edit each shipping method's Display title right in its panel — synced with your Translations page.

Heads up: the "Label generation fee" toggle has moved from Settings > Fees into this new section. Your existing setting is migrated automatically — no action needed.

📘 Need details? See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We're excited to share that has been officially released as a beta feature in Synctrack. When a shopper exchanges, the portal now suggests the variant they most likely want — the right size, color, or a clean replacement — so more shoppers keep the sale instead of taking a refund.

✨

Your shoppers now see an based on their return reason: a "✦ Best match for you" option with a short explanation (like "Most shoppers who said 'too small' sized up to Size L"), plus a modal with the top match and popular alternatives — all confirmable in one tap. Some best use case that feature can support for you:

✨

Step 1: Enable the in your Synctrack admin (Smart Exchange runs inside it).

Step 2: A shopper picks an item and reason — a recommended exchange appears, with the suggested size/color highlighted.

Step 3: They confirm the suggestion (or pick their own) — if the AI can't load, the standard picker shows automatically, no errors.

Available on paid plans (Pro / Premium / Enterprise) with the Beta New Return Portal enabled.

📘 Need details? See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We're excited to share that two new notification templates have been officially released in Synctrack — so your shoppers and your team stay in the loop when a customer takes action on their own request.

✨ What's New

You can now send automated emails for two customer-initiated events:

Both templates work for and flows and behave like every other template — enable, edit, translate, send a test, and they automatically match your saved branding.

✨ How it works

Step 1: Go to and open the or tab.

Step 2: Find the new and templates.

Step 3: Review the content, customize if needed, and toggle them on.

📘 Need details? See our guide for detailed setup.

Try now and share your thoughts with our latest updates from the Synctrack team!

We're excited to share that have been officially released in Synctrack. Setting up a Condition-based workflow no longer starts from a blank canvas — pick a ready-made template, tweak it, and you're done.

✨ What's New

You can now start a Condition-based workflow from a gallery of pre-built apparel templates. Each template comes with its conditions and actions already filled in with the right values, so you can create a solid workflow in just a few clicks — or still choose "Start from scratch" whenever you prefer.

✨ How It Works

Step 1: Click on the Condition-based workflows page to open the "Choose a workflow template" modal.

Step 2: Browse or search the templates, filter by category (Override display / Override window), and pick the one closest to your use case — or click "Start from scratch" for a blank canvas.

Step 3: The editor opens with the conditions and actions pre-filled as a draft. Edit anything — conditions, actions, resolutions, return methods, day thresholds — then save. You can also click inside the editor to switch templates anytime.

📘 Need details? See our guide for detailed setup.

Available on the Premium plan and above.

Try now and share your thoughts with our latest updates from the Synctrack team!