How return notifications are sent

Return Request Email Flow

When a customer initiates a return request, they receive a series of automated emails that track the progress of their return through each stage of the process.

1. 1Return Request Submitted - Confirmation email sent when customer submits the return
2. 2Return Request Approved - Email sent when merchant approves the return
3. 3Return Label Generated - Email with shipping label when label is created
4. 4Return Received - Email when merchant receives the returned items
5. 5Refund Processed - Final email when refund is issued to customer

Exchange Request Email Flow

The exchange process has its own notification flow to keep customers updated on both the return of their original item and the shipment of their replacement item.

1. 1Exchange Request Submitted - Confirmation email sent when customer submits the exchange
2. 2Exchange Request Approved - Email sent when merchant approves the exchange
3. 3Exchange Label Generated - Email with shipping label for returning original item
4. 4Original Item Received - Email when merchant receives the returned item
5. 5Replacement Item Shipped - Email with tracking for the new item
6. 6Exchange Completed - Final confirmation when exchange is complete

How to Access Notification Settings

All email notifications need to be enabled in the Settings before they can be automatically sent to your customers.

1. 1Navigate to Settings in your Returndotai dashboard
2. 2Go to Customization > Notifications section
3. 3Review the list of available notification templates
4. 4Enable the notifications you want to send to customers

Available Notification Templates

The system provides pre-configured notification templates for each stage of the return and exchange process. You can enable or disable each template individually based on your business needs.

Actions That Trigger Notifications

Notifications are automatically sent to customers based on your actions and the status changes of their requests. Here are the key actions that trigger emails:

1. 1Approving a Return/Exchange Request - Sends approval confirmation
2. 2Declining a Return/Exchange Request - Sends decline notification with reason
3. 3Generating a Shipping Label - Sends label email with download link
4. 4Marking Items as Received - Sends receipt confirmation
5. 5Processing a Refund - Sends refund confirmation with details
6. 6Shipping Replacement Items - Sends tracking information
7. 7Adding Comments - Optional notification based on settings

Status-Based Automation

The notification system intelligently tracks the status of each request and sends appropriate emails as the status changes, ensuring customers are always informed without manual intervention.

• Pending → Approved: Approval email sent automatically
• Approved → Label Generated: Label email sent automatically
• In Transit → Received: Receipt confirmation sent automatically
• Received → Refunded: Refund confirmation sent automatically

Customize Email Templates

Each notification template can be customized to match your brand and communication style.

1. 1Go to Settings > Customization > Notifications
2. 2Click on any notification template to edit
3. 3Customize the subject line, email body, and styling
4. 4Add your logo and brand colors
5. 5Preview the email before saving
6. 6Save changes to apply the new template

Configure Sender Information

Set up your sender name and email address so notifications appear to come from your business.

1. 1Navigate to Notification Settings
2. 2Find the "Sender Information" section
3. 3Enter your business name as the sender name
4. 4Configure your reply-to email address
5. 5Save the sender configuration

Set Notification Preferences

Control which notifications are sent and when they are triggered based on your workflow.

Example Email Templates

Here are examples of what your customers will see when they receive notifications: