A return has a lifecycle with the following stages:
Pending
Sent out automatically when the customer submits the return (unless 'auto approve' is enabled)
Approved
Sent out automatically if 'auto approve' is enabled or status updated to 'Approved'
Shipped
In-Transit
Received
Resolved
Rejected
Each of these stages has an email template associated with it that is sent out to the customer automatically once the status of the return is updated - e.g. through your staff.
Important: For an email notification to be sent out, the template for this email notification must be active. You can turn templates ON or OFF in the Notifications -> Customer Emails section. There's a Send to customer? field that you need to check (or uncheck) if you want to toggle sending.
You can find all email templates in Notifications -> Customer Emails in the Rich Returns dashboard. You can select a specific email template by choosing the template you'd like to edit under Email type.
The only email template with multiple variations is the Approved-Email template. Only one of these is sent out based on the scenario of the return:
Approved Return
this template is sent out in case you do not use prepaid labels at all or a prepaid label is not being used for this return
this email should in almost all cases contain the physical return address of your warehouse
Approved Return (Automatic Prepaid Label)
this template is being sent out if an automatic prepaid label from one of our supported label-platforms and carriers is being sent to the customer
Approved Return (Automatic Prepaid Label - Error)
only sent out if an automatic prepaid label fails for some reason (rare)
Approved Return (Manually Uploaded Prepaid Label)
this template is being sent out only for manual prepaid labels that you upload as a PDF in our dashboard for a specific return