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      Customizing Email Notifications

      Last Updated: October 28, 2024

      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.

      Customizing Email Notification1

      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:

      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.

      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. 

      Request Rejected Email

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

      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.

      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.

      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.

      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 ####.

      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 ####.