Shopper Email Notifications: Without Instant Credit

  • Updated

Contents

  1. Overview
  2. Customizing your Emails to your Customers
  3. Instant Credit is Not Enabled

 

Overview

Through any journey within Returnly, a customer can receive at least 4-6 emails depending on the actions they take.

Below are different emails your customers would expect to receive based on the following Use Cases, with Instant Credit enabled. 

 

Customizing your Emails to your Customers

You would be able to customize these emails by accessing your Customize page on your Return Manager. 

shopper_email_notifications_customize.png

 

Instant Credit is Not Enabled

Configuration /   Features Enabled

 Scenario  Description

Action that triggers email /

When the email is sent
    Return Requested for CSR to Authorize When a merchant does not have "Auto-authorization" enabled and Customer Support / Client Success must manually authorize RMAs.

When a Return is Accepted, your customers receive a return confirmation email.

 

 

Return only in RMA

 

 Shopper initiates an RMA that does not have an exchange.

When a Return is Accepted, your customers receive a return confirmation email.
  • Exchanges
  • Automated Exchanges
  • Extended Exchanges 
  • Shop Collections

Exchange on Scan

 

 Shopper initiates RMA and includes at least one item being exchanged. When an Exchange Order Return is Shipped, your customers receive an exchange confirmation email.
  • Automated Exchanges 
  • Extended Exchanges 
  • Shop Collections

Exchange on Scan with Uplift

RMA includes at least one item being exchanged and shopper was charged for uplift.

Phase 1:

Exchange Order Return Shipped

1st email:

When an exchange order return is shipped, your customers receive the 1st exchange confirmation email. 
  • Automated Exchanges
  • Extended Exchanges  
  • Shop Collections

Phase 2:

Exchange Shopper Charges Confirmation

 

 

2nd email:

When exchange shopper charges are confirmed, your customers receive the 2nd email showing Receipt from Merchant.
  • Automated Exchanges
  • Automated Exchanges 
  • Extended Exchanges 
  • Shop Collections

Failed due to Out of Stock

or

Payment Error

 

Phase 1:

Shopper had placed an exchange but the item ran out of stock in between RMA being authorized and In-Transit. 

When the Exchange Order Item(s) run out of stock, your customers receive an email showing out of stock item in the order.

 
  • Automated Exchanges 
  • Extended Exchanges 
  • Shop Collections

Phase 2:

Shopper's credit card expired/had insufficient funds/error in between RMA being authorized and In-Transit.

 When an Exchange Failed Payment, your customers receive an email showing it has been unableto process payment for the order.
  • Green Returns
  

Green Return with Return Only

 

 Shopper had initiated an RMA with only returns, qualified for green returns, and is not required to send the item back. When an RMA is exempt from returning, your customers receive a return confirmation email. 
  • Automated Exchanges
  • Exchanges
  • Shop Collections

Green Return with Exchange in RMA

 

 Shopper had initiated an RMA with at least one item being exchanged, qualified for green returns, and is not required to send the item back When an RMA is exempt from returning, your customers receive a return confirmation email. 
  • Gift Returns
  • Gift Return
  • Gift Exchange

Gift Return without Instant Credit

 

 Shopper initiates a Gift Return. When a return on a Gift Exchange is Accepted, your customers receive a return confirmation email. 
  • Gift Return
  • Gift Exchange
  • In-Store Returns

Gift Return without Instant Credit &Return In-Store

 

 

 Shopper has initiated a return. When a return on a Gift Exchange & In-Store Drop Off is Accepted, your customers receive a return confirmation email. 

 

 

 

 

Scenario  Description Requirements  Features Enabled

Action that triggers email /

When the email is sent
Return Requested for CSR to Authorize When a merchant does not have "Auto-authorization" enabled and Customer Support / Client Success must manually authorize RMAs.  

When a Return is Accepted, your customers receive a return confirmation email.

Return only in RMA

 

 Shopper initiates an RMA that does not have an exchange.

 

When a Return is Accepted, your customers receive a return confirmation email.

Exchange on Scan

 

 Shopper initiates RMA and includes at least one item being exchanged.
  • Exchanges
 When an Exchange Order Return is Shipped, your customers receive an exchange confirmation email.

Exchange on Scan with Uplift

RMA includes at least one item being exchanged and shopper was charged for uplift.

Phase 1:

Exchange Order Return Shipped
  • Exchanges

1st email:

When an exchange order return is shipped, your customers receive the 1st exchange confirmation email. 

Phase 2:

Exchange Shopper Charges Confirmation

 

 
  • Exchanges

2nd email:

When exchange shopper charges are confirmed, your customers receive the 2nd email showing Receipt from Merchant.

Exchange on Scan - Failed due to Out of Stock or Payment Error

 

Phase 1:

Shopper had placed an exchange but the item ran out of stock in between RMA being authorized and In-Transit. 
  • Automated Exchanges

When the Exchange Order Item(s) run out of stock, your customers receive an email showing out of stock item in the order.

 

Phase 2:

Shopper's credit card expired/had insufficient funds/error in between RMA being authorized and In-Transit.
  • Automated Exchanges
 When an Exchange Failed Payment, your customers receive an email showing it has been unableto process payment for the order.

Green Return with Return Only

 

 Shopper had initiated an RMA with only returns, qualified for green returns, and is not required to send the item back.
  • Green Returns
 When an RMA is exempt from returning, your customers receive a return confirmation email. 

Green Return with Exchange in RMA

 

 Shopper had initiated an RMA with at least one item being exchanged, qualified for green returns, and is not required to send the item back
  • Green Returns
  • Automated Exchanges
 When an RMA is exempt from returning, your customers receive a return confirmation email. 

Gift Return without Instant Credit

 

 Shopper initiates a Gift Return.
  • Gift Returns
 When a return on a Gift Exchange is Accepted, your customers receive a return confirmation email. 

Gift Return without Instant Credit &Return In-Store

 

 

 Shopper has initiated a return.
  • Gift Returns
  • In-Store Returns
 When a return on a Gift Exchange & In-Store Drop Off is Accepted, your customers receive a return confirmation email. 

 

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