We've all been in the shoes of a customer unaware of where their return is at and when is it going to arrive.

To avoid this, take full advantage of the customer notification system Rich Returns offers.

Depending on the process you support and the status of a return your customers' items might find themselves in, we advise that you set up email templates for each of the statuses that you support end-to-end. So, this means setting up email templates and providing proper information to customers from the beginning of the return lifecycle until the end.

For some merchants, this may be from Pending until Resolved, for others (if you auto-approve returns) from Approved until Resolved.

We highly suggest that you utilise each status and support your customers in their returns journey - this will keep your customers in the loop, satisfied, and most importantly, keep them coming again.

What to watch out for? Make sure that all corresponding email templates are ACTIVE before you go live.

For example, if I want to see if I have a pending email template and it's active, I would go over to Notifications -> Customer emails and then check in on my desired template.

As you can see from the screenshots, I am checking my Pending template - it has content that I set up, so the next step is checking whether it's active.

Once I have ensured that's the case, I'm all set. 👍 Rinse and repeat for all cases and statuses which you're going to use throughout the process. Notified customers = Happy Customers.