Help CenterHelp Center / Returns and exchanges · Reference
Which steps of a return message the customer, alert your team or notify a delivery guy, and how to change the texts.
The Customer messages group on Shop › Settings › Returns & Exchanges decides who hears about a return.
Notify Customers By chooses the channels: Email, SMS, WhatsApp, Email and SMS, Email and WhatsApp, Email, SMS and WhatsApp or Do not notify. The default is e-mail.
Each step has its own text box, starting with Message: Requested.
| Step | Text | Not sent when |
|---|---|---|
| Return requested, by the customer or by you | Message: Requested | — |
| Approved | Message: Approved | The return is refunded instantly, or goes back to approved after a cancelled pickup |
| Rejected | Message: Rejected | — |
| Pickup scheduled, by courier or delivery guy | Message: Pickup Scheduled | A courier booking has no AWB yet |
| Received | Message: Received | It is a "report a problem" return, or an instant refund |
| Refunded | Message: Refunded | — |
| Exchanged | Message: Exchanged | — |
Nothing is sent for on its way back, inspected, closed or cancelled.
No message goes out at all when:
Returns sent back in one parcel get one requested message that names them all. SMS is skipped for shops in India that send with MSG91.
Rewrite a box and save. An empty box goes back to the default text, so you cannot stop one step by clearing its box.
Placeholders: {{RETURN_ID}}, {{ORDER_ID}}, {{CUSTOMER_NAME}}, {{SHOP_NAME}}, {{AMOUNT}}, {{NOTE}} and {{RETURN_URL}}. {{NOTE}} is your rejection reason. {{AMOUNT}} is the refunded amount. {{RETURN_URL}} is the customer's page for the return.
| Event | Who is told | Depends on the switch |
|---|---|---|
| A customer asks for a return or exchange | Owner and managers | Yes |
| A customer cancels a return | Owner and managers | Yes |
| A customer cancels and the courier pickup could not be cancelled | Owner and managers. The alert asks you to cancel the pickup with the courier yourself | No, always sent |
Each alert is a notification in the panel and the seller app, plus an e-mail to each of them who has an e-mail address, sent with your shop's e-mail settings. On shops with several locations, managers get the alerts for their own locations' orders. A return you create in the panel raises no alert.
| Event | Delivery app notification |
|---|---|
| You assign or reassign a return pickup to him | "New return pickup" |
| The return is cancelled before he collected it | "Return pickup cancelled" |