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.

Table of Contents

Limitations

Editing Email Notification Texts

Notification Sending Settings

Receive Copies of Notifications

Parts of an Email Notification

General Email

Available Email Notifications

Order Tracking Emails

RMA Variables & Events

Limitations

ReturnGO currently does not support: 

• Custom HTML or styling of the default email notifications

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.

Customizing Email Notifications Logo

Add your logo to personalize the emails sent to customers for a branded returns experience.

To add your logo:

1. Go to Settings > Emails > Look and Feel.
2. Click UPLOAD IMAGE and select a file from your device.
3. Click the save icon to save your changes.

Customizing Email Notifications Colors

You can also customize the colors used in emails sent to your customers.

 To modify the colors:

1. Go to Settings > Emails > Look and Feel.
2. Customize the colors for:
   • Text
   • Background
   • Link

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

Receive Copies of Notifications

You can choose to receive a copy of customer-facing notifications about RMA status updated 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 

ReturnGO provides different email notifications based on the status of the return.

If you want to edit the content or change the default text, you can use the hint to see which part of the email it applies to.

For each email notification below, you can:

• Edit the subject line and email body.
• To edit the subject line, search for the default subject text. The hint will show you what part of the email it is.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.
  

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. 
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

Shipment Received Email

• Triggers when the RMA is marked as Shipment Received.
• The default subject is We have received your returned items.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

Request Rejected Email

• Triggers when a return request is rejected.
• The default subject is Your return request has been rejected.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.
  

Request Canceled Email

• Triggers when a return request is canceled.
• The default subject is Your return request has been canceled.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

Request Reopened Email

• Triggers when a return request is reopened.
• The default subject is Your return request has been reopened.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.
  

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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 ####.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.
  

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 ####.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

Instant Credits Email

• Triggers when store credits are issued instantly.
• The default subject is Yay 🎉 Congrats on your store credits! What to do next?
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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!
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

In Transit

• Triggers when the order is on its way to the customer.
• The default subject is A tracking update is available for order.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

Out for Delivery

• Triggers when the order is out for delivery.
• The default subject is A tracking update is available for order.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

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.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

Delivered

• Triggers when the order has been delivered.
• The default subject is A tracking update is available for order.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

Failure to Deliver

• Triggers when a delivery attempt fails.
• The default subject is A tracking update is available for order.
• The subject line and email body can be customized.
• When editing the email content, you can search for the default subject text and the hint will show you that it’s the email subject.

RMA Variables & Events

ReturnGO uses RMA events and variables to automate and personalize email and SMS notifications. You can trigger notifications based on actions such as request approved or shipment received, and personalize the content using variables such as RMA ID, order status, and rejection reason. 

Clicking the lightning bolt icon on the email content page opens the Variables & Events page, where you can view all available options. If you have a marketing integration such as Klaviyo, RMA events can also be used to trigger notifications sent through the third-party platform.

Events

ReturnGO events can be used as triggers to automatically send certain notifications when a certain event happens, such as when the request is approved or the shipment is received.

Returns Events

Supported return events include:

• "Pending Approval - ReturnGO" - The return request is pending approval on ReturnGO.
• "Request Approved - ReturnGO" - The return request has been approved.
• "Request Rejected - ReturnGO" - The return request has been rejected.
• "Request Canceled - ReturnGO" - The return request has been canceled.
• "Request Reopened - ReturnGO" - The return request was canceled and has been reopened.
• "Order Canceled - ReturnGO" - The order has been canceled.
• "Shipment Received - ReturnGO" - The return shipment has been received.
• "Shipment In-Transit - ReturnGO" - The return shipment is on its way.
• "Manual Credit - ReturnGO" - Store credit has been issued to the customer.
• "Manual Gift Card - ReturnGO" - A gift card has been issued to the customer.

Tracking Events

Supported events include:

• "Order In transit - ReturnGO" - Order is in transit
• "Order waiting for pickup - ReturnGO" - Order is waiting for pickup
• "Order out for delivery - ReturnGO" - Order is out for delivery
• "Order ready for collection - ReturnGO" - Order is ready for collection
• "Order delivered - ReturnGO" - Order was delivered
• "Order failure to deliver - ReturnGO" - Order failed to deliver

Variables

Adding variables to your notifications can personalize the information provided, such as adding the RMA ID or reject reason directly into the message.

Returns Variables

Supported variables include:

• "rma_id" - The ID number of the customer’s return request.
• "payment_authorization_expiration_date" - Date of charge of authorized amount
• "rma_created_at" - RMA created date
• "rma_status" - The status of the return request.
• "order_name" - The ID number of the customer’s order.
• "first_name" - The customer’s first name.
• "last_name" - The customer’s last name.
• "full_name" - The customer’s full name.
• "store_name" - The name of your online store.
• "store_url" - The link to your online store.
• "reject_reason" - The reason the return request was rejected.
• "cancel_reason" - The reason the return request was canceled.
• "expire" - The remaining time before a gift card or store credit expires.
• "credits" - The amount of store credit the customer has in their balance.
• "payment_currency_code" - The currency used to pay for the order.
• "customer_support_url" - The link for contacting your customer support.
• "carrier_location_name" - The name of the drop-off location.
• "refund_provider" - The entity that issues the refund.
• "tracking_number" - The number used to track the return shipment.
• "tracking_link" - Shipment tracking url
• "expected_delivery_date" - The date the delivery is expected to arrive.
• "shipping_date" - The date the shipping label was created.
• "return_label_url" - Shipping label url
• "packing_slip_url" - Packing slip url
• "qr_code_link" - QR code url
• "return_method" - Return method name (internal)
• "return_type" - Return type (Return / Exchange / Mixed)
• "gift_card_code" - Generated gift card code, when applicable
• "portal_name" - The name of the relevant portal, as appears in the portal selector.

Tracking Variables

Supported variables include:

• "order_name" - The ID number of the customer’s order.
• "first_name" - The customer’s first name.
• "last_name" - The customer’s last name.
• "full_name" - The customer’s full name.
• "store_name" - The name of your online store.
• "store_url" - The link to your online store.
• "customer_support_url" - The link for contacting your customer support.
• "order_tracking_number" - Order tracking number
• "portal_tracking_url" - Portal tracking url
• "unsubscribe_link" - Tracking unsubscribe link
• "status_description" - Tracking sub status is description of the main tracking status
• "estimated_delivery_date" - Order estimated delivery date
• "carrier_name" - Carrier of this delivery