This guide is only to explain how the different Returbo emails that we send out works.
Returbo automatically sends emails to customers throughout the return process.
The exact emails sent depend on:
Request type (Return, Exchange, Complaint)
Manual vs automatic approval
Shipping integrations
Tracking events
Final approval decision
Below is the full email flow.
General Overview
Returbo sends automated emails at different stages of a request to:
Confirm submission
Provide shipping instructions
Notify when items are received
Communicate the final decision
Each request type (Return, Exchange, Complaint) follows a structured email flow.
How to Edit Emails
To customize your customer emails:
Go to Returbo → Settings → Customization
Scroll to Customer notification emails customization
Select the request type (Return, Exchange, Complaint)
Edit the email content
Save your changes
If you have multiple languages enabled, you can edit each language version separately.
Useful Keywords (Placeholders)
You can use dynamic placeholders such as:
{First name}{Tracking link}
Returbo automatically replaces these with the correct customer information.
Returns, Exchanges & Complaints – Key Difference
Returns and exchanges may use automatic approval depending on your setup.
Complaints are always handled manually.
This means:
Complaints always start in Request submitted
Manual approval is always required
The remaining email flow follows the same structure
1️⃣ Request Submitted
When is it sent?
Always sent if you use manual approval
Sent if the return label cannot be auto-generated (even if automatic approval is enabled)
A label may not be generated due to reasons such as:
Missing product weight
Invalid or incomplete address (e.g. ZIP code issues)
Unsupported country or shipment (see integration setting)
Missing phone number
No active shipping integration
In these cases:
The request is automatically placed under Request submitted in the admin panel
The return must be handled manually
For more details about why a label cannot be generated, see the guide:
How to add weight to a product (and related troubleshooting articles).
2️⃣ Shipping Label Emails
When a return shipping label is generated (or handled manually), one of the following email types is sent.
A) Carrier-Specific Email
Sent when Returbo automatically generates a return label using a supported carrier.
This email includes:
The shipping label
A QR code (if supported by the carrier)
B) Upload Shipping Slip Email
Sent when you manually upload a return shipping label.
The uploaded label is attached to the email.
C) No Shipping Slip Attached Email
Sent only if you manually choose to send it.
This option is typically used when:
No return shipping label is required (for example, if the customer is responsible for creating and paying for the return label themselves)
The return is handled outside of Returbo
You want to provide return instructions without attaching a shipping label
After one of these emails is sent, the request moves to the next stage.
3️⃣ Incoming Stage
The Incoming stage means that:
The customer has received their return instructions
A shipping label has been sent (or not required)
The return is expected to be on its way back
This stage represents returns that are in transit or waiting to be received.
Incoming Email – Tracking Version
Sent automatically when Returbo detects via tracking that the return has arrived at your warehouse or store.
Incoming Email – No Tracking Version
Sent when you manually click “I have received it” in the Incoming stage.
This is used when:
Tracking is not available
The carrier does not provide tracking
You manually confirm receipt
You can disable this email in settings if needed.
4️⃣ Item Received Stage
Once the return has been confirmed as received, the request moves from Incoming to Item received.
This happens when:
Tracking confirms that the return has arrived, or
You manually click “I have received it” in the Incoming stage
Item Received Email
When the request moves to Item received, the customer receives an email informing them that:
The return has been received
The items will soon be reviewed
A quality check will be completed before the final decision
This reassures the customer that their package has arrived and is being processed.
Can this email be disabled?
Yes.
If you do not want to send this notification, you can disable it in:
Settings → Customization → Customer notification emails
Press Hide Email to disable.
5️⃣ Final Decision Email
Sent when you process the request:
Accepted all items
Accepted some items
Rejected all items
The email informs the customer about the final outcome.
All requests that receives this emails are found under the
tab in the administration panel.
⚠️ If Label Cannot Be Generated
Sometimes Returbo cannot generate a return label.
Common reasons:
Missing phone number
No active shipping integration
When this happens:
The request is placed under Request submitted
The customer does not receive a label
You receive an email titled:
“Not able to generate the return shipping slip for order [X]”
This email is sent to:
Settings → Account Settings → Contact information → Company email