Email Templates
Customise email notifications sent to customers throughout the return process.
ReturnMate sends automated emails to keep customers informed throughout the return process. This guide covers customising the subject lines, bodies and branding of these templates.
Where to Customise
- Go to Settings → Branding
- Open the Email Content tab to edit subject lines and bodies for each template
- Open the Email Design tab to set the email logo, header/button/text colours, custom footer HTML and custom CSS
- Click Save Settings
Leave any subject or body blank to use ReturnMate's built-in default for that email.
Customisable Templates
The following templates can be overridden in the Email Content tab:
| Template | Trigger |
|---|---|
| RMA Created | Customer submits a return request |
| RMA Approved | You approve the return |
| Return Label Generated | A shipping label is generated — the label download button is added automatically |
| RMA Received | You mark the return as received |
| Refund Processed | A refund is issued — refund details are added automatically |
| Verification Code | Customer requests a portal verification code |
| RMA Message | Staff send an external message — the message content is added automatically |
| Upload Tracking (Own Courier) | Customer arranges their own courier — the ship-to address and Upload Tracking button are always appended |
| Return Rejected | You reject the return — the rejection reason is added automatically |
| Warranty Repair Completed | A warranty repair is completed, with tracking if available |
| Warranty Replacement | A warranty replacement is shipped |
Other lifecycle emails (quotes, collection ready, counter-swap confirmation, SLA alerts and so on) use built-in content with your email branding applied. See Notifications Strategy for the full list.
Template Variables
Variables use double-curly-brace {{camelCase}} syntax and are replaced with real values when the email is sent:
| Variable | Meaning |
|---|---|
{{customerName}} | Customer's name |
{{customerEmail}} | Customer's email |
{{rmaNumber}} | RMA number |
{{orderNumber}} | Order number |
{{shopName}} | Your shop name |
{{trackingNumber}} | Tracking number |
{{returnUrl}} | Link to the return status page |
{{labelUrl}} | Link to download the return label |
{{portalUrl}} | Link to the upload-tracking / portal page |
{{carrierName}} | Shipping carrier name |
{{receivedDate}} | Date the return was received |
{{refundAmount}} | Refund amount |
{{refundMethod}} | Refund method |
{{resolutionType}} | Resolution type (refund, replacement, etc.) |
{{code}} | Verification code (verification email only) |
Only variables that are relevant to a given email are populated. A variable that isn't available for that email (for example {{refundAmount}} in the verification email) is not replaced and will appear as literal text.
Variables work in both the subject line and the body. For example:
Subject: Return Request Received - RMA {{rmaNumber}}
Hi {{customerName}},
We've received your return request for order #{{orderNumber}}.
Track your return at any time: {{returnUrl}}
Thank you,
{{shopName}} Team
Email Branding
The Email Design tab controls the visual wrapper applied to every email:
- Email Logo — upload an image or enter a URL. If left blank, your portal logo is used, and if there is no logo the shop name is shown in the header.
- Header Colour, Button Colour, Text Colour — colour pickers for the email header background, call-to-action buttons and body text.
- Custom Footer HTML — add your own footer content such as social links, an unsubscribe notice or company info. Template variables also work in the footer.
- Custom CSS — advanced styling. Note that email clients have significant CSS limitations.
Sender Address
The from name, from address and reply-to address are configured under Settings → Domain Settings, where you can verify your own sending domain so return emails come from your brand rather than a shared address. See Domain & Branding.
Shopify Notifications Strategy
ReturnMate handles returns-related emails independently of Shopify's notification system. If you have custom return-related notifications configured in Shopify (Settings → Notifications in Shopify admin), review them to avoid sending customers duplicate messages about the same return.