Email Templates | ReturnMate Help Centre

ReturnMate sends automated emails to keep customers informed throughout the return process. This guide covers customising these templates to match your brand.

Email Notification Types

ReturnMate sends the following automated emails:

Email	Trigger	Purpose
RMA Created	Return request submitted	Confirm return request received
Label Sent	Shipping label generated	Provide label and instructions
Return Received	Package arrives at warehouse	Confirm receipt of items
Inspection Complete	Items have been assessed	Share inspection results
Refund Processed	Refund has been issued	Confirm refund details
Exchange Shipped	Replacement sent	Provide tracking for exchange
Return Rejected	Return denied	Explain reason and next steps

Accessing Email Templates

Navigate to Settings → Notifications → Email Templates
Select the template you want to customise
Edit the content
Preview and test before saving

📷

Email Template Editor

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The email template editor with preview

Template Editor

Subject Line

Customise the email subject with merge fields:

Your return [rma_number] has been received

Available subject merge fields:

[rma_number] - RMA reference
[order_number] - Original order number
[customer_name] - Customer first name
[business_name] - Your store name

Body Content

The email body supports:

Rich text editing - Bold, italic, lists, links
Merge fields - Dynamic customer/order data
Conditional blocks - Show/hide based on conditions
Custom HTML - Advanced formatting (optional)

Merge Fields Reference

Customer Information

Field	Output
`[customer_first_name]`	John
`[customer_last_name]`	Smith
`[customer_email]`	john@example.com
`[customer_phone]`	+61 400 123 456

Order Information

Field	Output
`[order_number]`	#1234
`[order_date]`	15 December 2024
`[order_total]`	$149.00

RMA Information

Field	Output
`[rma_number]`	RMA-2024-001234
`[rma_status]`	Received
`[return_reason]`	Changed my mind
`[items_list]`	Formatted list of items

Tracking Information

Field	Output
`[tracking_number]`	123456789
`[tracking_url]`	Clickable tracking link
`[carrier_name]`	Australia Post

Refund Information

Field	Output
`[refund_amount]`	$129.00
`[refund_method]`	Original payment method
`[refund_date]`	20 December 2024

Conditional Content

Show content only when certain conditions are met. Template syntax uses handlebars-style conditionals:

#if has_tracking
  Track your return: [tracking_url]
#endif

#if is_exchange
  Your replacement is on its way!
#else
  Your refund will be processed within 3-5 business days.
#endif

Available Conditions

has_tracking - Tracking number exists
is_exchange - Return is an exchange
is_refund - Return is a refund
has_shipping_fee - Customer paid shipping
is_warranty - Warranty-related return

Branding Options

Logo

Upload your company logo:

Recommended size: 200x50 pixels
Supported formats: PNG, JPG, SVG
Max file size: 500KB

Colours

Customise email colours to match your brand:

Primary colour - Headers and buttons
Text colour - Body text
Background colour - Email background
Footer colour - Footer section

Brand Consistency

Use the same colours and logo as your website for a seamless customer experience.

Configure your email footer:

Company address (may be required by law)
Unsubscribe link (optional for transactional emails)
Social media links
Support contact information

Template Examples

RMA Created Email

Subject: Return request received - [rma_number]

Body:

Hi [customer_first_name],

Thank you for your return request. We have received your return for
order [order_number].

RMA Number: [rma_number]

Items being returned:
[items_list]

Return Reason: [return_reason]

What is next?
We have generated a prepaid shipping label for you. Check your inbox
for the label email, or download it from your return portal.

If you have any questions, reply to this email or contact us at
[support_email].

Thanks,
The [business_name] Team

Refund Processed Email

Subject: Your refund has been processed - [rma_number]

Body:

Hi [customer_first_name],

Great news! Your refund has been processed.

Refund Details:
- Amount: [refund_amount]
- Method: [refund_method]
- RMA: [rma_number]

Please allow 3-5 business days for the refund to appear in your account.

Thank you for shopping with us. We hope to see you again soon!

Best,
The [business_name] Team

Testing Templates

Before going live, test your email templates:

Edit a template and click Send Test Email
Enter your email address
Review the email in your inbox
Check that merge fields populate correctly
Verify links work
Test on mobile devices

Test Thoroughly

Always test with real-looking data to ensure all merge fields work correctly.

Shopify Notifications Strategy

ReturnMate can work alongside Shopify built-in notifications:

Option 1: ReturnMate Only

Disable Shopify return-related notifications and use ReturnMate exclusively.

Pros:

Unified messaging
Full customisation
Consistent tracking

Option 2: Combined Approach

Use Shopify for order notifications, ReturnMate for returns.

Pros:

Leverage existing Shopify setup
Clear separation of concerns

Disabling Duplicate Notifications

If using both systems, avoid duplicates:

In Shopify: Settings → Notifications
Disable any return-related templates
ReturnMate handles: RMA creation, labels, refunds