Changelog
Follow up on the latest improvements and updates.
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We’re excited to share that the
FedEx package dimension setup
has been officially updated in Synctrack Returns.
✨ What’s new?
Merchants can now configure a default package setup for FedEx logistics with two flexible options:
1. Choose a Default FedEx package type
Select one of 11 predefined FedEx package types, directly fetched from the FedEx Package Type
2. Custom package dimension
Manually define package length, width, height, and weight based on store needs.
✨ Why this update?
- Speed up FedEx label generation with predefined defaults
- Improve accuracy for package sizing and shipping costs
- Give merchants more flexibility for different product types and return scenarios
✨ How it works:
- Merchants set a default FedEx package type or custom dimensions in Settings → Logistics
- The system automatically applies this default package when generating return labels
- During the Approve return request, merchants can still modify the package type or dimensions if the default setup isn’t suitable for that specific return
Try it out and share your feedback with the Synctrack team 🚀
We’re excited to share that an updated BOGO Return Policy UI is officially released on the return page.
✨ What’s new?
- Products with Buy X Get Y or Amount Off Product discounts (configured in Shopify) are now grouped together as a single combo on the return page.
- Customers are required to return the entire combo, instead of returning individual items separately.
✨ Why this update?
This improvement helps ensure that:
- BOGO and discount rules are applied correctly
- Partial or invalid returns for promotional bundles are prevented
- The return experience is clearer and more consistent for customers
✨ How it works:
- Discounted products under Buy X Get Y or Amount Off Product promotions are displayed as one combo
- Customers can only submit a return by selecting the full combo, not individual items
Try now and share your thoughts with latest update from Synctrack team!
We're excited to share that the "Open Request action" is officially released for return management details.
✨ What's new?
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.
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 and Restocking returned items
✨ How it works:
- The Open request button is only visible when the return request status is Resolved
- When you click Open request:
- The request status will change from Resolved → Approved
- The system checks which actions were already completed
- After reopening the request, actions that have not yet been completed will become available, including:
- Refund
- Mark as received
- Mark as restocked
Actions that were already completed before the request was resolved will not be shown again to prevent duplicate processing
Try now and share your thoughts with the latest update from Synctrack team!
We’re excited to announce that the Returns team has added
Return/Exchange options conditions
to the Workflow settings✨ What’s new:
- When any of these conditions is applied, similar Actions will be automatically disabled, and vice versa.
- Any return request that meets the configured conditions will trigger the corresponding Actions set by the merchant.
✨ Typical Use Case:
IF: Return Zone = "USA"
AND Return/Exchange options = "Return"
THEN:
Resolution: Refund to gift card
Method: Ship with any carrier.
IF: Return Zone = "UK"
AND Return/Exchange options = "Return"
THEN:
Resolution: Refund to store credit
Method: Ship with prepaid label.
=> Which means your customer in a different zone can return, but different resolution and method
Try now and share your thoughts with the latest updates fromthe Synctrack team!
With Synctrack's Returns shipment 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 and correspondingly assess the carrier’s performance.
✨How to enable
- Go to Return trackingin your Synctrack Returns admin
- Click Return tracking
- Click Enable tracking
- Once this module is activated, the status will be switched from "Inactive"to"Active". You can view the status of your return shipments on the corresponding RMA detail page under the Return shipments section. Learn in details here
✨How merchants view the return shipment status
✨How your shoppers view the return shipment status
Try now and share your thoughts with our team on the latest updates!
We’re excited to announce that the Synctrack team has added four new Automation conditions, including
Product collections, customer tags, return values, and return market.
✨ What’s new:
1. Product collections
2. Customer tags
3. Return value
4. Return market
Try new automation conditions and share your thoughts with our team latest updates!
We’re excited to announce that the Returns team has added three new Order Policy Info conditions to the Workflow settings:
Order Fulfillment Date, Order Delivery Date, Order Creation Date
✨ What’s new:
- When any of these conditions is applied, similar Actions will be automatically disabled, and vice versa.
- Any return request that meets the configured conditions will trigger the corresponding Actions set by the merchant.
✨ Typical Use Case:
These conditions are commonly used to set up different return/exchange windows.
Examples:
IF: Request from order fulfillment is greater than or equal to 14 days
THEN:
Action Type: Return
OR
IF: Request from order fulfillment is greater than or equal to 30 days
THEN:
Action Type: Exchange
=> Which means your customer can only exchange after 30 days of the order fulfillment date, but can not return.
Try now and share your thoughts with the latest updates from Synctrack team!
We’re excited to announce that the Synctrack team has added two new Customer Info conditions to the Workflow settings:
Customer tags & Customer segments
✨ What’s new:
- Customer Tag– Synced directly from the customer tags in Shopify Admin.
- Customer Segment– Synced directly from the customer segments in Shopify Admin.
=> Any return request that meets the set Customer Tag or Customer Segment conditions will automatically trigger the Actions defined by the merchant.
✨ Some recommended workflow you can set up:
IF: Customer tag = “VIP”
THEN:
Set order fulfillment: Prevent requests from orders older than 90 days
Resolution: Refund to original payment method
IF: Customer segment = “Customers who have purchased at least once”
THEN:
Action Type: Exchange
Method: No shipment required
Try now and share your thoughts with the latest update from our team!
We’re excited to announce that the Synctrack team has developed and launched a new condition to the Fee Settings:
Return Market.
✨ What’s new:
- The Return Market is now synced directly from the Markets section in the Shopify Admin.
- Merchants can create different return fee values for each market individually.
Example:
- Return fee: $5 for China
- Return fee: $10 for EU countries
Try creating different fees for different markets you set and share your thoughts with the latest updates!
We’re excited to announce that we’ve added a new notification template to the Returns system:
“Return marked as received.”
✨What’s new:
This notification is automatically sent to customers only when
the merchant marks all items in a return request as Received.
Why this matters:
It helps keep customers informed in real time and provides clearer communication throughout the return process.
Enable it now to notify your customer and share your thoughts with Synctrack's latest updates!
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