Customizing Email Notifications
Email notifications are automated emails that your customers receive throughout the post-purchase process. Different types of email notifications are sent based on actions taken by the store, the customer, or automated flows in the returns process.
Global Email Notification Elements
Most returns or order tracking email notifications include several general statements and details. These are included without regard to the action that triggered the sending of emails.
Navigate to Settings > Emails > Content.
Click TRANSLATE RETURNS EMAILS or TRANSLATE ORDER TRACKING EMAILS to edit the relevant notification type.
Click the pencil icon corresponding to the language you want to edit.
Expand the General Email section.
Customize the required fields.
Note
You can use the Hint located below each field to understand how the content is used in the email.
Click SAVE at the bottom of the page to save the changes.
Notification-Specific Email Templates
The Returns portal provides different email notifications based on the return status. For each notification you can edit the subject line and email body. You can find the right field by searching for the default subject text. As stated above, you can use the Hint located below each field to understand how the content is used in the email.
Manual Credits Email
Triggers when a refund to store credit is issued for the RMA.
The email includes the store credit amount, the discount code, and the redemption instructions.
Default subject: A store credit refund has been issued
The subject line and email body can be customized.
Request Approved Email
Triggers when an RMA is approved, whether manually or automatically.
This email includes the shipping instructions for the selected return method.
If the resolution is Return Score-based Instant Credits, the email will include next steps for the customer: whether to keep the item, ship it back, or donate it.
Default subject: Your return request has been approved
The subject line and email body can be customized.
Shipment In-Transit Email
Triggers when a return label is scanned by the carrier.
Only available if the shipping platform used to generate the label offers live tracking.
Typically includes the link to the shipment's tracking page.
Default subject: Return shipment is in transit
The subject line and email body can be customized.
Shipment Received Email
Triggers when the RMA is marked as Shipment Received.
Default subject: We have received your returned items
The subject line and email body can be customized.
Request Rejected Email
Triggers when a return request is rejected.
Default subject: Your return request has been rejected
The subject line and email body can be customized.
Note
The :reject_reason variable will display the reason added at the time of rejection. This value cannot be edited from the email template.
Request Canceled Email
Triggers when a return request is canceled.
Default subject: Your return request has been canceled
The subject line and email body can be customized.
Note
The :cancel_reason variable will display the reason added at the time of cancellation. This value cannot be edited from the email template.
Request Reopened Email
Triggers when a return request is reopened.
Default subject: Your return request has been reopened
The subject line and email body can be customized.
Pending Approval Email
Triggers when a return request is submitted through the return portal and is pending approval.
Default subject: You submitted a return request
The subject line and email body can be customized.
Order Canceled Email
Triggers when an order is canceled.
This triggers the OMS (e.g. Shopify) to send a separate email saying the order has been canceled.
Default subject: Order #### has been canceled per your request
The subject line and email body can be customized.
Manual and Instant Gift Card Emails
Triggers when a refund to a new gift card is issued.
The email includes the gift amount only - not the gift card code.
This triggers the OMS (e.g. Shopify) to send a separate email that includes the gift card details.
Default subject (the Returns portal): A gift card refund has been issued
Default subject (Shopify): Store $X gift card
Both the subject line and email body can be customized.
Charged Fees Invoice
Sent automatically as soon as an exchange/return request is submitted where there are fees to be settled.
The email comes from the OMS (e.g. Shopify), not the Returns portal.
Includes the amount to be settled and a link to pay the remaining charges.
Default subject: Fee charges for RMA # of Order ####
The subject line and email body can be customized.
Exchange Order Invoice
Triggers when an exchange has a price difference that needs to be settled.
The email comes from the OMS (e.g. Shopify), not the Returns portal.
Includes the amount to be settled and a link to pay the remaining charges.
Default subject: Remaining charges for exchange of Order ####
The subject line and email body can be customized.
Instant Credits Email
Triggers when store credits are issued instantly.
Default subject: Yay 🎉 Congrats on your store credits! What to do next?
The subject line and email body can be customized.
Instant Refund Email
Triggers when an RMA is auto-approved and the return type is a virtual value (e.g., Refundid or Rise.ai credits) with automation set to auto-refund upon approval.
Default subject: Yay 🎉 You are eligible for an instant refund!
The subject line and email body can be customized.