Setting up Email Notifications

During the onboarding, you can choose to fill in three Email templates. You can edit them further within the Settings >> Email templates tab. These email templates are used to notify customers that their return requests are received or the returned is received at the store.

Available email templates:

Return request received with shipping label: This email template will be shared with customers whose shipping address is in the countries where you have enabled automatic shipping label generation.
Return received (without shipping labels): This email template will be shared with customers whose shipping address is in the countries where you have disabled automatic shipping label generation. This email is the default return request confirmation email.
In-store returns: This will be a return confirmation sent for all in-store returns.
Customer discount notifications: This email template will be shared with customers who have selected store credit as a refund method. Once the store credit is approved, the customer will receive this email, providing them with the discount details. This has a fixed copy text but the branding and styles are taken from the design of the other email templates.

Additionally, once the refund is processed Shopify or your email marketing provider sends an email notification to the customer. These cannot be customized by us.

Setting up during the onboarding process:

During the onboarding process, we let you fill in the copy text per email template. To add the copy text during the process:

Check the email template you are editing (with label, without label, or In-store) visible in green.
In the selected templated, click on the text box and add your text.
Click on next and fill in the next template.

Personalizing & Styling the email:

You can do this within the settings tab. You can format your email styling in terms of the font size, font style & placement by specifying the requirements in the CSS code. In case you would like further customization you can reach out to the team.

Click the drop-down menu to edit the copy of the email for different templates. You can read about different templates above.
Set a sender email ID. The email you would like the notification to be sent from.
Type in the copy text in the white box. Read more about best practices for email notification here.
To add information that needs to be personalized per order, placeholders can be added appropriately within the CSS code. Placeholders such as Order_id or image_url are variables that will allow the system to automatically send out emails personalized to each order.
If you would like a prefilled link for your customer you can follow this link format.
Click on apply changes.
Once applied the changes will be reflected in the code.
Click on the preview button to check the preview of the email.

You similarly repeat this process for the other templates. You can change the templates over time based on new updates.

Testing the Email Notification

You can test the notification template by doing the following:

Select the email template you would like to test from the drop-down.
Click on "send test email"
In the pop up add the email id where you’d like to receive the test returns email notification
Click on send.
You can check the inbox of the select email ID for the test email.

Adding translations:

Unfortunately, at the given time, we only have one version as the available language. You can add the translation within your copy itself.

Setting up SMS Notifications

If you have signed up for the tracking page, the SMS Notification feature is available to you. We have one fixed template where we send the customers confirmation with their order ID in reference. You can use the fixed template of the prefilled format.