Returns: Customer Emails

  • Updated

⚠️ If you are using the Klaviyo integration, refer to the Klaviyo documentation instead.

Swap automatically emails customers about the return process. These emails include important information such as the status of the return, estimated timelines for processing, and any additional steps the customer may need to take.

Return Confirmation

An email is sent to the customer when they complete the return process on the returns portal and an RMA is created.

Email data

  • Shipping label/QR download link
  • Shipment pickup/collection date & time (if carrier option was selected)
  • Carrier-specific return instructions
  • Nearest drop-off location for carrier link
  • What to expect depending on the return option (Store credit, exchange, refund)
  • RMA #
  • Original order #
  • Custom store text line
  • Returned items
    • Returned item count
    • Item image
    • Item Quantity
    • Item variation (size, colour, etc)
  • Exchanged items
    • Exchanged item count
    • Item image
    • Item Quantity
    • Item variation (size, colour, etc)
  • RMA summary values
    • Total return value
    • New items value
    • Subtotal
    • Exchange credit
    • Return credit
    • Total refund value
    • Shipping postage fee amount (if applicable)
  • Call to action
    • Call to action title text
    • Call to action button text
    • Call to action button + link
  • Customer support email
  • Return policy link

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Shipping Status Updates

An email is sent to the customer as their return parcel arrives at the store’s processing centre. The email is triggered by a label status update.

Email data

  • Shipping status (in-transit, etc.)
  • RMA #
  • Original order #
  • Custom store text line
  • Returned items
    • Returned item count
    • Item image
    • Item Quantity
    • Item variation (size, colour, etc)
  • Exchanged items
    • Exchanged item count
    • Item image
    • Item Quantity
    • Item variation (size, colour, etc)
  • Customer support email
  • Return policy link

Gift Email

An email is sent to the customer when they complete the return a gift process on the returns portal, and the user does not have the order number.

Email data

  • Contact information
    • Name
    • Email
    • Phone
  • Shipping address
    • Address line 1
    • Address line 2
    • City
    • Province
    • Postcode
    • Country
  • Additional info
    • Who gave this gift
    • Which product is returned
    • Exchange for
    • What we should know about

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Recycle Email

An email is sent to the customer as soon as they complete the recycle process on the returns portal

Email data

  • Shipping label/QR download link
  • Shipment pickup/collection date & time (if carrier option was selected)
  • Carrier-specific return instructions
  • Nearest drop-off location for carrier link
  • RMA #
  • Call to action
    • Call to action title text
    • Call to action button text
    • Call to action button + link

Screen Shot 2023-12-11 at 11.48.51 AM.png

Warranty Email

An email is sent to the customer as soon as they complete the warranty process on the returns portal

Email data

  • RMA #
  • Call to action
    • Call to action title text
    • Call to action button text
    • Call to action button + link

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