Get to know Email Notifications feature

What are Email Notifications?

Email notifications are automated messages sent to customers at key points in the return and exchange process. They keep customers informed about their request status, provide important information like shipping labels and tracking links, and deliver refund confirmations.

Types of Notifications

Return Request Notifications - Received, Approved, Resolved, Rejected

• Exchange Request Notifications - Received, Approved, Rejected, Shipped, Received Item, Resolved
• Refund Resolution Notifications - Discount Code, Bank Transfer, Original Payment, Store Credit, Gift Card
• Label Notifications - Pre-paid label approval and download links

Benefits of Email Notifications

Keep customers informed automatically without manual emails

• Reduce "Where's my refund?" support inquiries
• Professional branded communication
• Provide tracking and label information instantly
• Build customer confidence with timely updates
• Customizable templates to match your brand voice

Sender Email Setup

Configure your sender email address and details for notification sending.

1. 1Navigate to Customization → Notifications in your Returndotai dashboard
2. 2Locate the "Sender Details" card on the page
3. 3Click the "Edit" button to open the sender information modal
4. 4In the modal, fill in the following fields:
5. 5 • Sender Name - Your store or business name (e.g., "Fashion Boutique")
6. 6 • Sender Email - Email address for sending notifications (e.g., returns@yourstore.com)
7. 7 • Logo (optional) - Upload your store logo for email branding
8. 8Click "Save" to update your sender information
9. 9The system will update your sender details and refresh the display
10. 10Your sender information is now configured and ready to use

Sender Details Fields

Understanding each field in the sender configuration:

• Sender Name:
• • The name that appears in customer email clients
• • Should be your store or brand name
• • Example: "Fashion Boutique Returns"
• Sender Email:
• • The email address customers see as the sender
• • Should be a professional, branded email
• • Example: returns@yourstore.com or support@yourstore.com
• • Avoid using personal email addresses
• Logo (optional):
• • Your store logo that appears in email templates
• • Recommended size: 200x200px or larger
• • Supports PNG, JPG, and SVG formats
• • Helps with brand recognition and professionalism

Best Practices for Sender Configuration

✓ Use a professional, branded email address (returns@yourstore.com, not personal@gmail.com)

• ✓ Choose an email you actively monitor for potential customer replies
• ✓ Keep sender name consistent across all email templates
• ✓ Upload a clear, recognizable logo for better brand recognition
• ✓ Use a dedicated returns email separate from general customer service
• ✓ Ensure the sender email matches your domain for better deliverability

Merchant Notifications (Receive Copies)

Enable merchant notifications to receive copies of all customer communications.

1. 1In the Notifications page, locate the email notification settings
2. 2Toggle ON to receive copies of all emails sent to customers
3. 3Toggle OFF to only send emails to customers (not to yourself)
4. 4Useful for tracking communication history and monitoring customer interactions
5. 5Copies are sent to your configured sender email address

Benefits of Merchant Notifications

Track all customer communications in one email inbox

• Monitor notification delivery and content
• Review email templates in real-world scenarios
• Keep team members informed of customer interactions
• Create email archive for customer service reference

Email Template System

Returndotai provides pre-built email templates for every stage of the return and exchange process. Each template is fully customizable and includes dynamic variables that automatically populate with customer and order information.

Return Request Notifications

Automated emails sent at each stage of the return request process.

1. 11. Return Request Received - Sent when customer submits return
2. 2 • Key variables: {{RMA_ID}}, {{order_id}}, {{item_return_details}}
3. 32. Return Request Approved - Sent upon merchant approval
4. 4 • Include: {{shipping_instructions}}, {{label_download_link}}
5. 53. Return Request Resolved - Sent when return completed
6. 6 • Include: {{full_refund_amount}}
7. 74. Return Request Rejected - Sent when return denied
8. 8 • Include: {{reject_reason}}
9. 95. "Ship with Pre-paid Label" Request Approved - For approved pre-paid label requests
10. 10 • Include: {{label_download_link}}, {{label_tracking_link}}

Refund Resolution Notifications

Specialized emails for different refund methods, each providing specific information relevant to that refund type.

1. 11. Refund to Discount Code
2. 2 • Include: {{discount_code}}, {{discount_value}}
3. 32. Refund to Online Bank Transfer
4. 4 • Include: {{banking_info}}, {{full_refund_amount}}
5. 53. Refund to Original Payment Method
6. 6 • Include: {{full_refund_amount}}
7. 74. Refund to Store Credit
8. 8 • Include: {{full_refund_amount}}
9. 95. Refund to Gift Card
10. 10 • Include: {{gift_card_code}}, {{full_refund_amount}}

Exchange Request Notifications

Automated emails for the complete exchange workflow.

1. 11. Exchange Request Received - Initial exchange submission
2. 2 • Include: {{item_return_details}}, {{item_receive_details}}
3. 32. Exchange Request Approved - Exchange approval confirmation
4. 4 • Include: {{shipping_instructions}}
5. 53. Exchange Request Rejected - Exchange denial notification
6. 6 • Include: {{reject_reason}}
7. 74. Shipped Exchanged Item - When merchant ships replacement
8. 8 • Include: {{label_tracking_link}}
9. 95. Received Return Item - Confirmation of returned item receipt
10. 10 • Include: {{item_return_details}}
11. 116. Exchange Request Resolved - Final exchange completion
12. 12 • Include: {{full_refund_amount}} (if applicable)

Send Test Email Function

Test your email templates before activating them to ensure they look perfect and all variables populate correctly.

1. 1Navigate to Settings → Notifications → Email Templates
2. 2Select the template you want to test
3. 3Click the "Send Test" button in the template editor
4. 4Enter one or more test email addresses (separated by commas)
5. 5Click "Send" to dispatch the test email
6. 6All variables will be populated with sample data automatically
7. 7Check your inbox to review the email appearance
8. 8Verify formatting, branding, and variable population

Why Use Send Test Email?

Preview template appearance in actual email clients

• Verify all variables populate with data correctly
• Test email rendering across different email providers (Gmail, Outlook, etc.)
• Ensure branding and styling match your store
• Catch typos or formatting issues before customers see them
• Confirm mobile responsiveness

Revert to Default Function

Reset any template back to its original version, removing all customizations.

1. 1Open the email template you want to reset
2. 2Locate the "Revert to Default" button (usually at the top or bottom of editor)
3. 3Click "Revert to Default"
4. 4Confirm the action in the warning dialog
5. 5Template will immediately reset to the standard version
6. 6All custom text, formatting, and modifications will be removed
7. 7Your branding (logo, colors) will remain unchanged

⚠️ Important: Revert to Default Warnings

❌ Action cannot be undone - there is no way to recover customizations

• 🗑️ All customizations will be permanently lost
• 📝 Default template includes standard variables and layout
• 🎨 Your store branding (logo, colors) remains unchanged
• 💡 Consider copying custom text before reverting if you want to save it

What are Email Variables?

Email variables are dynamic placeholders that automatically populate with real customer and order data when emails are sent. Variables use double curly braces syntax like {{variable_name}} and are replaced with actual values at send time.

Order Related Variables

Variables that display information about the return/exchange request and original order.

Business Related Variables

Variables that display your store and business information.

Customer Related Variables

Variables that personalize emails with customer information.

Refund Resolution Variables

Variables specific to different refund methods.

Action Link Variables

Variables that provide clickable links for customer actions.

Sender Email Configuration

Use a professional, branded email address (returns@yourstore.com, not personal@gmail.com)

• Choose an email you actively monitor if merchant notifications are enabled
• Configure sender details immediately after setup to avoid delays when first customer returns
• Upload a high-quality logo for better brand recognition in emails
• Use a dedicated returns email separate from general customer service
• Keep sender name concise and recognizable (e.g., "YourStore Returns")

Template Customization Tips

Maintain consistent brand voice across all email templates

• Keep emails concise - customers want key information quickly
• Use bold or headings to highlight important details (refund amounts, tracking links)
• Test emails before activating to catch formatting issues
• Include clear next steps or calls to action in each email
• Ensure all required variables are present for each email type

Variable Usage Guidelines

Always include {{RMA_ID}} for customer reference

• Use {{customer_name}} to personalize greetings
• Include {{view_request}} link so customers can check status online
• Add {{store_email}} for customers who have questions
• Test variables with "Send Test" to ensure they populate correctly
• Don't remove default variables - they provide essential information

Email Testing Strategy

Send test emails to multiple email providers (Gmail, Outlook, Yahoo)

• Check mobile and desktop rendering
• Verify all links are clickable and lead to correct destinations
• Confirm variables show sample data (not empty brackets)
• Test with merchant notifications ON and OFF
• Review spam score using email testing tools

Notification Timing

Emails are sent automatically when status changes occur

• Return Request Received: Immediate upon customer submission
• Approved/Rejected: When merchant takes action
• Resolved: When refund is processed
• Ensure timely merchant actions to keep customers informed

Common Email Notification Issues

Key points to understand:

• Issue: Cannot send notifications → Solution: Check that sender email is configured in Customization → Notifications → Sender Details.
• Issue: Sender details not saving → Solution: Ensure all required fields (Sender Name and Sender Email) are filled. Check for validation errors.
• Issue: Test email shows empty variables → Solution: This is expected - test emails use {{variable}} placeholders. Real emails will populate with actual data.
• Issue: Customer didn't receive email → Solution: Check customer's spam folder. Verify email address is correct in their profile. Ensure sender email is properly configured.
• Issue: Emails going to spam → Solution: Use a professional domain email (not free email providers). Consider setting up SPF/DKIM records with your email provider.
• Issue: Template changes not appearing → Solution: Click "Save" after editing. Clear browser cache. Send new test email.
• Issue: Lost customizations accidentally → Solution: If you clicked "Revert to Default", customizations cannot be recovered. Re-customize the template.
• Issue: Logo not showing in emails → Solution: Ensure logo is uploaded in Sender Details. Check that image URL is accessible. Try re-uploading the logo.

Email Delivery Problems

If customers report not receiving emails: 1) Check that sender email is configured in Sender Details, 2) Ask customer to check spam/junk folder and mark as "Not Spam", 3) Verify customer email address is correct, 4) Check merchant notifications to see if emails are being sent, 5) Contact Returndotai support if issues persist.

Getting Help

For issues not covered in troubleshooting, contact Returndotai support via live chat in the dashboard or email support@returndotai.com. Provide details about: which email template, error messages, screenshots of sender configuration, and when the issue started.