Email Timelines

outline this page outlines the emails a customer receives across a standard return, from lodgement through to resolution most of these can be turned on or off per resolution, and their content can be customised under settings > emails the timeline at lodgement return lodged confirms the return and includes the shipping label as an attachment if the customer chose drop off or keep item, a matching variant of this email is sent instead if your setup places the return into review, the customer receives return in review instead while the return is on its way back add tracking reminder if the customer hasn't organised return shipping about a day after lodging, a single reminder prompts them to add tracking (if enabled on your resolution) pickup reminder if a carrier pickup was booked, the customer is reminded on the morning of the pickup (or the evening before) cancellation reminders while the return remains unshipped, reminder emails prompt the customer to send their items back before the return is cancelled you can configure how many reminders are sent and on which days after lodgement each reminder day must fall before your auto cancel day on delivery return delivered lets the customer know their return has arrived back (if enabled) at resolution one email is sent when the return is processed, based on the outcome return approved covers all resolution types; store credit codes and exchange details are included where applicable return declined return cancelled also sent if the return auto cancels after your configured number of days without being shipped return partially declined when the outcome is a mix of approved and declined items other return charge created if a charge is added to the return after lodgement, the customer is emailed with the details and a payment link where payable reminder days and the auto cancel window are configured per resolution to adjust the wording or design of any of these emails, head to settings > emails