Managing Return and Exchange Email Notifications: Transition Guide

We’re excited to introduce a new update that adds dedicated exchange email templates to your notification system! This change offers more flexibility and improved branding control for merchants handling returns and exchanges.

To ensure a smooth transition, here’s everything you need to know about how notifications will work and how you can prepare your exchange templates before enabling them.

What's Changing?

Previously, all notifications related to return or exchange requests used the return email template. With the upcoming update, you'll now have separate email templates for returns and exchanges.

Transition Flow & Notification Behavior

Here’s how we’re handling the transition to keep your customer communication consistent and customizable:

1. Exchange Notifications Are Initially Disabled

• When the update goes live, all exchange notification templates will be added but left disabled by default.
• This gives you time to customize the exchange templates according to your brand standards before enabling them.

2. Fallback to Return Email (Until You Enable Exchange Notifications)

• As long as the exchange notifications are disabled, the system will continue sending your return email template for both returns and exchanges.
• This ensures there’s no disruption in communication and your customers still receive updates.

3. Customizing Your Exchange Emails

• Navigate to your Email Settings and find the new Exchange Templates section.
• Customize the templates with your branding, tone, and necessary information.
• Make sure to preview and test before enabling them.

4. Enabling Exchange Notifications

• Once you’re satisfied with your exchange templates, enable the exchange notification emails.
• From this moment on:
  • Exchange requests will trigger the exchange email.
  • Return requests will continue to trigger the return email.
• This provides a more tailored customer experience and reflects the specific type of request.
  
  Summary of Notification Behavior

• Scenario	Return Notification Enabled	Exchange Notification Enabled	Email Sent
  Exchange Request	✅ Yes	❌ No	Return Email
  Exchange Request	✅ Yes	✅ Yes	Exchange Email
  Return Request	✅ Yes	✅ or ❌	Return Email
  Return Request	❌ No	✅ or ❌	No Email

  
   

  By carefully preparing your exchange email templates before enabling them, you’ll ensure a seamless, on-brand experience for your customers.

  Let us know if you'd like assistance with your exchange email branding!