Keep Customers Updated With Return Notification Emails
Rebecca Fox

March 12, 2023

Keep your customers updated on the status of their return requests with return notification emails. By making sure your customers are informed in real-time, you can create a smooth return experience and boost customer loyalty.

What are Return Notification Emails? 

Return email notifications are automated emails that your customers get throughout the returns process, updating them on the status of their return requests.

Different actions trigger different email notifications. Email notifications that customers receive will depend on various actions taken by the store, customer, or automation rules during the returns process.

Notify your customers throughout each stage of the return process, from when they request the return to the point when the refund or exchange is approved and issued. ReturnGO makes it easy to customize your store’s return email notifications to match your brand colors, voice, and style.

Why are Return Notification Emails Important?

Return notification emails are an important part of the return process as they help to keep customers updated and informed, reducing customer support queries and improving the customer experience.

Customizing Return Notification Emails

When customizing ReturnGO return email notifications, the general structure of email notifications is maintained, while the subject and the middle section of the email body can be customized to fit your needs. 

ReturnGO automatically inserts your store and customer information into your notification emails, while all other texts can be edited manually.

You can customize the logo, colors, and text of return notification emails to make them match the rest of your eCommerce store’s brand style. This helps create a seamless brand experience for your customers and helps them instantly recognize emails with updates about their return status as coming from your store.

What Types of Return Notification Emails Are There?

During the return process, different types of return notification emails are sent to address the various stages of the return process, including notifications about the status of the customer’s return request, return shipment, and resolution.

Return Request Notifications

Once a customer has initiated a return request in your return portal, they receive an email updating them on the status of their request. 

Depending on your return automation rules, these emails may be sent automatically once they submit a return request, or once you have manually approved or rejected the request.

Pending Approval 

If a customer requests to return an item that requires manual approval, they will automatically receive an email notification letting them know that you have received the return request and will update them once it has been reviewed.

Request Approved 

Customers receive an email when their return request has been approved. This email includes instructions for what to do with the returned items, whether shipping them back or returning them in-store. If necessary, a pre-paid return shipping label will be included.

Request Rejected

When a return request is rejected for not fitting the return policy rules, customers receive an email letting them know that it has been rejected and why.

Return Shipment Notifications

Once a customer’s return request has been approved, they receive email notifications updating them on the status of their return shipment.

Shipment In-Transit

If the shipping carrier used offers live tracking, customers will receive an email once the return shipping label has been scanned and the shipment is in transit. This email usually includes a link to the shipment tracking page. 

Shipment Received

When you mark the return shipment as Received, the customer receives an email letting them know that their shipment has been received.

Return Resolution Notifications

Customers receive email notifications with the details of their return resolution, such as refund, store credit, or open invoice.

Refund to Payment Method 

When customers select the option of receiving a refund to the original payment method used at checkout, they get an email confirming that they have received the refund. This email comes directly from Shopify and includes the refunded amount and order summary.

Store Credit

When customers select the option of receiving store credit, they get an email confirming that they have received the store credit. This email includes the store credit amount, discount code, and redemption instructions.

Gift Card

When customers select the option of receiving a refund as a gift card, they receive an email that includes the gift card amount, which triggers Shopify to send a separate email with the gift card information and the next steps to take – whether that’s shipping, keeping, or donating the items.

Order Canceled 

When customers request to cancel an order, they receive an email confirming the cancellation request, followed by a separate email from Shopify confirming that the order has been canceled.

Invoice for Exchange Price Difference

When customers request a product exchange that has a price difference (exchanging one product for a more expensive one), they receive an email from Shopify with an invoice for the amount to be settled and a link to pay the remaining balance.

Tips for Setting Up Return Email Notifications

Set up effective return email notifications by following these tips.

Personalized eCommerce Emails Get Opened More

Personalization is essential to email marketing because customers want to be seen as individuals, and 71% of customers expect businesses to provide personalized interactions.

Sending personalized emails can:

  • Help you stand out in your customer’s inbox.
  • Make your emails more likely to be opened and clicked on.
  • Improve the customer experience.
  • Build customer trust and loyalty.

When sending return notification emails, always use the customer’s name and make sure the content is personalized, relevant, and has a clear purpose. You can make each email more personal by including direct links to the customer’s account page, wishlist, or recent orders.

Personalized emails can lead to an 81% increase in click rates, a 133% increase in conversion rates, and a 22% increase in open rates compared to only sending static, generic emails. 

Consistency is Key

Email notifications are important for conveying a consistent brand experience across every customer touchpoint.

By keeping your branding consistent, you create a seamless customer experience that boosts customer trust and loyalty. In addition, branded email notifications help you stay top-of-mind with your customers, keeping them engaged with your store.

Use Return Notification Emails to Keep Customers Updated

Including return notification eCommerce emails as part of your return process is a great way to keep your customers updated on the status of their return requests in real-time to provide a smooth return flow. 

Use ReturnGO to send effective return notification emails and show customers that your eCommerce store is dedicated to providing a positive customer experience.

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