Notifications Strategy
Configure customer and team notifications for return events.
2 min read
Last updated 31 December 2024
Configure when and how notifications are sent to customers and team members.
Customer Notifications
Available Notifications
| Notification | Trigger | Default |
|---|---|---|
| RMA Created | Return submitted | On |
| Approved | Return approved | On |
| Label Sent | Label generated | On |
| Received | Package arrives | On |
| Resolved | Return complete | On |
| Rejected | Return denied | On |
Configuring Notifications
- Go to Settings → Notifications → Customer
- Toggle each notification on/off
- Customise templates
- Save changes
Team Notifications
Alert Types
| Alert | Recipient | Trigger |
|---|---|---|
| New Return | Assigned agent | RMA created |
| Approval Needed | Approvers | Pending approval |
| SLA Warning | Manager | SLA at risk |
| High Value | Manager | Over threshold |
| Exception | Team lead | Issue flagged |
Notification Channels
Team alerts can be sent via:
- In-app notifications
- Slack (if configured)
Notification Preferences
User-Level Settings
Team members can configure:
- Which alerts they receive
- Preferred channels
- Quiet hours
- Digest vs. instant
Setting Preferences
- Click profile icon
- Go to Notification Preferences
- Toggle settings
- Save
Email vs SMS
When to Use Email
- Detailed information needed
- Non-urgent updates
- Attachments (labels)
- Standard notifications
When to Use SMS
- Urgent alerts
- Simple status updates
- Time-sensitive actions
SMS notifications require additional configuration and may incur costs.
Best Practices
- Don't over-notify customers
- Use meaningful subject lines
- Include action items in alerts
- Set appropriate SLA thresholds
- Review notification effectiveness
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