Keeping your customers updated on the status of their return is a huge part of a positive return experience.
You can edit all of the wording of emails that are sent out in your Settings. Do note that the return portal also serves as a tracking page for your customers to stay informed on the status of their return.

Here are the different return flows we support, and the emails that are sent out to your customers:

Flow 1: Manual approval + pre-paid return label

1. Customer requests a return: You can choose to send out a notification or not at that step.
2. Merchant rejects the return: a notification is sent to your customer explaining why the return was rejected - OR...
3. Merchant approves the return: a notification is sent out to your customer with instructions and the return label attached.

Email notifications to edit, in order:
Manual Approval: Return Pending Approval
Manual Approval: Return Rejected
Return Confirmation: Return Label Attached

If the label is not generated automatically, the confirmation email containing the label is not sent, but a notification is sent to the merchant to alert you your customer needs a label. The confirmation email with the label will be sent as soon as a label is uploaded to the return request (click on "Retry" or "Manually create a label"). Also, note that if you reject a return, the customer will not be able to request the same return a second time.

​Flow 2: Manual approval + no pre-paid return label

1. Customer requests a return: You can choose to send out a notification or not at that step.
2. Merchant rejects the return: a notification is sent to your customer explaining why the return was rejected - OR...
3. Merchant approves the return: a notification is sent out to your customer with instructions on how to ship back the product.

Email notifications to edit, in order:
Manual Approval: Return Pending Approval
Manual Approval: Return Rejected
Return Confirmation: No Return Label
   OR (this depends on the logistics you've chosen in your rules)
Return Confirmation: Custom Method

Note that if you reject a return, the customer will not be able to request the same return a second time.

Flow 3: Automatic approval + pre-paid return label

When the customer requests a return, their request is automatically approved and they receive a confirmation email with instructions and a return label.

If the label is not generated automatically, the confirmation email is not sent, but a notification is sent to the merchant to alert them their customer needs a label. The confirmation email with the label will be sent as soon as a label is uploaded to the return request (click on "Retry" or "Manually create a label").

Email notification to edit:
Return Confirmation: Return Label Attached

Flow 4: Automatic approval + no pre-paid return label

When the customer requests a return, their request is automatically approved and they receive a confirmation email with instructions on how to ship back the product(s).

Email notification to edit:
Return Confirmation: No Return Label
   OR (this depends on the logistics you've chosen in your settings)
Return Confirmation: Custom Method

Next Step: Package is marked as received

You can choose to send out a notification to your customers when packages are marked as received in your settings.

Email notification to edit:
Package Received

Next Step: Refund flow

When you click on "Refund $XX" (return option: Original Payment Method) at the Controlled step, your customers receive a confirmation email that the refund has been emitted and should appear in their bank account within certain delays.

Email notification to edit:
Refund Issued

Next Step: Store Credit flow

When you click on "Issue a $XX gift card" (return option: Store Credit) at the Controlled step, your customers receive a confirmation email with the gift card number enclosed.

If Return Magic has not been able to generate a gift card automatically and you need to manually add the code to the system, the confirmation email is not sent, but the merchant receives a notification from Return Magic that the gift card is pending creation. The confirmation email is sent once the store credit code is added to the return request.

Email notification to edit:
Store Credit Issued

Next Step: Exchange flow

When you click on "Mark the exchange as completed" (return option: Exchange), a notification is sent out to your customer saying the exchange has been processed and they will receive their new item soon.

Please note that Return Magic has not automated the exchange process yet as it is very challenging technically. Feel free to reach out to us at support@returnmagic.comto ask us about when and how we'll automate exchanges.

Email notification to edit:
Exchange Completed