When a shopper creates a return, it is important to keep them updated about the progress and status of such. Returnly has a set of emails that are automatically sent to the shopper after important events. We know that our merchants care deeply about the tone and language of these emails, so we allow you to customize each as you see fit. Here is how:
- Navigate to Customize → Email within the Return Manager (dashboard).
- If you scroll down, you will see the different emails that are sent at different milestones during the return journey. You can customize each of these directly in the text field or by clicking the "Edit" link.
Note: Make sure to press Save after you have edited your email or your changes will not be saved!
Adding Variables to Emails
There are a number of variables that you can add to your emails to allow for more flexibility and personalization. The variables that we currently support are the following:
| Variable Name | Variable Format | Description |
| Order Number(s) | {{ORDER_NUMBERS}} | The original order number(s) that are part of the return |
| RMA Number | {{RMA_NUMBER}} | The unique RMA number assigned to the return |
| Shopper Name | {{SHOPPER_NAME}} | The name of the shopper who created the return |
| Store Name | {{STORE_NAME}} | The name of your store |
| Carrier | {{CARRIER}} | The shipping carrier who generated the return shipping label(s) |
| Tracking Number(s) | {{TRACKING_NUMBERS}} | The tracking number(s) of the return shipping label(s) provided to the shopper |
| Store URL | {{STORE_URL}} |
The URL of your store |
| Recommended Product * | {{PRODUCT_RECOMMENDER}} |
A curated visual list of recommended product |
Note: Not all variables can be used in all emails. If you try to add a variable to an invalid email, you will see an error message.
* Use of the Recommended Product email variable necessitates that our Product Recommender solution be enabled for your account.
FAQs
Q: Do the email templates support Shopify Liquid?
A: Today no, but we hope to add that as an advancement in the future.
Q: Can I turn off emails that I don’t want to be sent to shoppers?
A: Some emails can be disabled if you would like them to be. If you have a question about disabling a specific email, please reach out to support@returnly.com.
