Customizing Email Notifications

Email notifications are automated emails that your customers get throughout the post-purchase process. 

There are different types of email notifications sent based on actions taken by the store, the customer, or automated flows in the returns process.

There are also notifications that, although triggered by actions done on the ReturnGO dashboard, are sent directly by the OMS (e.g. draft order invoice emails). The text of these can be edited through ReturnGO as well.

Additionally, you can customize your notification flows further and send notifications via SMS using an integration such as Klaviyo or Yotpo.

Editing Email Notification Texts

To edit the texts that are displayed in the various email notifications your customers receive:

1. Go to Settings > Emails > Content. 
2. Click TRANSLATE RETURNS EMAILS or TRANSLATE ORDER TRACKING EMAILS to edit the relevant notification type.

3. Click the pencil icon of the language you want to edit. 

4. Open the relevant email notification to edit its content. 

5. Edit the content of each field.

6. Use the Hint on each field to know exactly which part of the email notification it is.

7. Click SAVE to save the changes. 

Notification Sending Settings

You can configure the default settings for which notifications are sent to customers, and whether they're sent directly from ReturnGO or through an email marketing integration for more advanced customization.

To set the default notifications sent:

1. Go to Emails > Content.
2. Open the type of email you want to configure. 

3. For each notification, select whether you want to send it or not in the drop-down.

a. If you have an integration connected, you can also choose here whether you want to send it via ReturnGO or via the integration.

4. Click on the save icon to save your changes.

Carrier Notifications

To set the defaults for carrier notifications:

1. Go to Settings > Emails > Notifications.
2. In the Customer Shipment Notifications section, toggle In Transit to send an email notification when a shipment is in transit.
3. Toggle Shipment Received (Delivered) to send an email notification when a shipment is delivered. 
4. Click on the save icon to save your changes.

Carrier notifications can also be customized per return method. To configure each return method's carrier notifications:

1. Go to Settings > Return Methods.
2. Click EXPAND ALL. 

3. Click on the pencil icon of the relevant return method to edit it. 

4. Open the Advanced section. 
5. Select when to update the customers on changes in their return shipment status.

• None
• On any update
• Only when in-transit
• Only when the shipment is received

6. Click on the save icon to save your changes.

Receive Copies of Notifications

You can also choose to receive a copy of notifications when they're sent to customers.

To receive BCC copies of notifications:

1. Go to Settings > Emails > Notifications.
2. In the Get a Notification Copy section, enter the email address to which ReturnGO should send a copy of the email.
3. Toggle which RMA status updates you would like to receive copies of.
4. Click on the save icon to save your changes.

Parts of an Email Notification

Different actions in the returns process will trigger different email notifications. 

The general structure of email notifications is the same across all emails, and you can edit the subject and the middle statement in the email body.

Email Header

See the parts of the email header below, including if each part is editable and how to edit them as necessary.

From Email 

The default sender email is noreply@returngo.ai. In order to customize this and send customers emails from your domain, please contact ReturnGO support with the email address you want to use as your “From” address.

Reply-to Email

The reply-to email address is where the email will go when a customer clicks "Reply" on the email notification.

The reply-to information is taken from the Customer Support field in your ReturnGO store settings.

To edit the reply-to address: 

1. Go to Settings > Store Settings. 
2. Open the Store Information section.
3. Edit the email address in the Customer Support field. 
4. Click on the save icon to save your changes. 

Customer Email 

The “To” address, the customer’s email, is automatically pulled from the order details when the RMA is created and cannot be edited in ReturnGO.

Email Subject

The email subject varies depending on the action that triggers the email and can be customized.

To edit the email subject line for each email notification:

1. Go to Settings > Emails > Content. 
2. Click TRANSLATE RETURNS EMAILS or TRANSLATE ORDER TRACKING EMAILS to edit the relevant type of email.

3. Click on the pencil icon of the language you want to edit. 

4. Click on the notification email you want to edit.
5. Edit the subject line for that email in the relevant field. 
6. Use the hint and description provided for each field to understand how the content is used in the email. 

7. Click SAVE at the bottom of the page to save the changes.

Mailed-by Email

The mailed-by email address represents the email server that sends the email notification. The default is mailer.returngo.ai and this can be customized by contacting ReturnGO support with the address you want to use. 

Signed-by Email

The signed-by address represents the digital signature of the email. 

General Email

There are several general statements and details that appear in most returns or order tracking email notifications. These are included regardless of the action that triggered the sending of emails.

To configure the general parts of email notifications:

1. Go to Settings > Emails > Content. 
2. Click on TRANSLATE RETURNS EMAILS or TRANSLATE ORDER TRACKING EMAILS to edit the relevant notification type.

3. Click on the pencil icon of the language you want to edit.

4. Open the General Email section.

5. Customize the various fields as necessary.

6. Use the Hint on each field to know exactly which part of the email notification it is. 

7. Click SAVE at the bottom of the page to save the changes.

Available Email Notifications 

The returns email notifications that can be sent via ReturnGO include:

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.
• The default subject is A store credit refund has been issued.

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, then the email will include the next steps to the customer whether to keep the item, ship it back, or donate it.
• The default subject is Your return request has been approved. 

Shipment In-Transit Email

• Triggers when a return label is scanned by the carrier.
• This is only available if the shipping platform used to generate the label offers live tracking.
• Typically includes the link to the shipment’s tracking page.
• The default subject is Return shipment is in transit.

Shipment Received Email

• Triggers when the RMA is marked as Shipment Received.
• The default subject is We have received your returned items.

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.
• The default subject is A store credit refund has been issued.

Request Rejected Email

• Triggers when a return request is rejected.
• The default subject is Your return request has been rejected.

Request Canceled Email

• Triggers when a return request is canceled.
• The default subject is Your return request has been canceled.

Request Reopened Email

• Triggers when a return request is reopened.
• The default subject is Your return request has been reopened.

Pending Approval Email

• Triggers when a return request is submitted through the return portal and is pending approval.
• The default subject is You submitted a return request.

Order Canceled Email

• Triggers when an order is canceled. 
• This triggers the OMS (i.e Shopify) to send a separate email saying that the order has been canceled.
• The default subject is Order #### has been canceled per your request.

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 (i.e Shopify) to send a separate email that includes the gift card details.
• The default email subject from ReturnGO is A gift card refund has been issued.
• The default email subject from Shopify is Store $X gift card.

Charged Fees Invoice

• This email is sent automatically as soon as an exchange/return request has been submitted where there are fees that need to be settled.
• The email comes from the OMS (i.e Shopify), not ReturnGO. 
• The email includes the amount to be settled and a link to pay the remaining charges.
• The default email subject is Fee charges for RMA # of Order ####.

Exchange Order Invoice

• Triggers when an exchange has a price difference that needs to be settled. 
• The email comes from the OMS (i.e Shopify), not ReturnGO. 
• The email includes the amount to be settled and a link to pay the remaining charges.
• The default email subject is Remaining charges for exchange of Order ####.

Instant Credits Email

• Triggers when store credits are issued instantly.
• The default subject is Yay 🎉 Congrats on your store credits! What to do next?

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.
• The default subject is Yay 🎉 You are eligible for an instant refund!

Instant Exchange Reminder First Reminder:

• The initial reminder sent to customers during an instant exchange, prompting them to send back their return item to avoid being charged.
• The default subject is Send back your return to avoid being charged.

Instant Exchange Reminder Second - Reminder:

• The follow-up reminder sent if the Instant Exchange customer hasn't returned the item after the first reminder.
• The default subject is Send back your return to avoid being charged.

Order Tracking Emails

Ready for Pickup

• Triggers when the order is ready for pickup by the carrier.
• The default subject is A tracking update is available for order.

In Transit

• Triggers when the order is on its way to the customer.
• The default subject is A tracking update is available for order.

Out for Delivery

• Triggers when the order is out for delivery.
• The default subject is A tracking update is available for order.

Ready for Collection

• Triggers when the order is ready for collection at a specified location.
• The default subject is A tracking update is available for order.

Delivered

• Triggers when the order has been delivered.
• The default subject is A tracking update is available for order.

Failure to Deliver

• Triggers when a delivery attempt fails.
• The default subject is A tracking update is available for order.