> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.omegatheme.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # A complete guide: Return Notification ## Overview With Synctrack Returns, merchant can send automated notification based on return/exchange status to notifty customer about all needed information of return request. There are available multiple templates available for merchants to easily customize and enable with one click and separate to 3 main types of notification: * Process return request templates * Process exchange request templates * Refund resolution templates Some templates are triggered by actions the customer takes in the return portal — for example, adding a tracking number to a self-ship return/exchange, or canceling their own request — and can notify both the customer and your team. ### What you'll learn In this article, you'll explore some ways to take it easy to set up notification: * [Configure Sender Information](#2-configure-sender-information) * [Know how to add multiple merchant notification emails](#2-know-how-to-add-multiple-merchant-notification-emails) * [Know how to customize branding notification theme](#2-know-how-to-customize-branding-notification-theme) * [Know how to set up default notification language ](#2-know-how-to-set-up-default-notification-language) * [Know how to add languages to notification templates ](#2-know-how-to-add-languages-to-notification-templates) * [Notification Variable systems ](#2-variable-systems) * [Know how to track the email history](#2-know-how-to-track-the-email-history) ## Configure Sender Information ### Step 1: Go to Settings > Notification > Sender Info Choose your preferable sender email to set up between 2 options: 1. **Option 1: Use with Shopify notification** ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_c89yv4.png) ||| If you want to sync with Shopify notification, you need to firstly enable the Shopify sync in Configuration ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_jx6fqf.png) The system will be automatically sync with Shopify email, you can review these one in your Shopify admin -> Customer Notifications -> Enable the return notifications: ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_q25k5c.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1utnjyp.png) ||| When you use Shopify return email system, all notification templates from app will be disabled. Also app will not track the status of Shopify email in Synctrack, you need to access to Shopify order to track it. 2. **Option 2: Use Synctrack app email system (Most used from our merchants)** ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_p5yu5n.png) ### Step 2: Connect Sender Info There are 3 main ways (beside default sender email from Omegatheme) for merchant to connect sender info: * **Connect sender email via Google** ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_qysce9.png) || Important note: Merchant need to allow permission for Synctrack to access the info of sender email, therefore, the system can send automated notification to customers. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_w86338.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_11woxws.png) | Sender verification is a crucial security step that ensures your notification emails are sent from an authorized source. When verified, your account displays a badge, indicating you can send notifications to customers: ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_19p7a4h.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_w883vl.png) * **Connect sender email via Amazon SES** ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_y8qfyj.png) * **Connect sender email via SMTP** || Some requirement for SMTP: Application password, SMTP host, SMTP port ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_320kbx.png)   ## Know how to add multiple merchant notification emails? Merchant notification emails help your internal team stay updated when return-related events happen in Synctrack Returns & Exchanges. ### Step 1: Go to Settings > Notification > Sender Info * Open **Merchant Notification** to manage the email recipients who should receive return notifications. * Click "Notify to merchant when there's a new return activity" to enable the notification to merchants. ### Step 2: Add more recipient emails Click **Add email** and enter the email addresses you want to notify. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1lth2ra.png) For example, you can add emails for: * Warehouse team * Customer support team * Sales team * Operation team * Store manager ### Step 4: Save the setting ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_vhdmju.png) After saving, the added emails will receive merchant notifications based on your current notification setup. ## Know how to customize branding notification theme ### Step 1: Go to Settings > Notification > Notification templates ### Step 2: Set up Brand Notification Settings -> Update Branding -> Set up "Background color", "Button color" and "Brand logo" to synchronize with your brand -> Save ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_ndz8id.png) ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_tf52k5.png) ## Know how to set up default notification language | Tips: Email templates are prioritized: Shipping address > Customer country> Default language > English. ### Step 1: Set up "Default language" for Notification language. If your store is English-based store (don't mind ignoring it). ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_jab0xm.png) 1. Click "Change Default" 2. Select the default language to translate (note that all templates wil be translated based on the English content) 3. Select the templates you want to apply the new default language ||| Important note: If any templates are not applied to translation, the default content will be still applied with English content. 4. After set up completely, click "Update & auto-translate" ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_4md1il.png) | Auto-translation may take a moment. The more templates you selected to apply, the more time the auto-translation need to process. 5. After update all templates successfully, the system will let you a moment to take a preview and confirm "Update" with the satisfied content translated. ||| Important note: If any templates are failed to translation, there are some reasons based on: the length of content of that templates. Therefore, you need to access that template to mannualy translate it to the new default language. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_dlfm3p.png) ### Step 2: Take a preview with all Notification templates 1. Enable all the notifications you need to send to all your customers 2. The notifications will be automatically sent based on the process of return. **For example: When return request is approved, the approved notification is automatically sent to your customer.** ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_yexgmo.png) ### **1. Process Return Request** | **Notification** | **Trigger / Context** | **Key Variables** | | **Return Request Received** | Sent when customer submits a return | `{{RMA_ID}}`, `{{order_id}}`, `{{item_return_details}}` | | **Return Request Approved** | Sent upon merchant approval | `{{shipping_instructions}}`, `{{label_download_link}}` | | **Return Request Resolved** | Sent when return is completed | `{{full_refund_amount}}` | | **Return Request Rejected** | Sent when return is denied | `{{reject_reason}}` | | **Return items mark as received** | Sent when return items are received in warehouse | `{{RMA_ID}}`, `{{order_id}}`, `{{item_return_details}}` | | **Tracking number added by customer** | Sent when a customer adds a tracking number to their self-ship return | `{{tracking_number}}`, `{{carrier}}`, `{{label_tracking_link}}`, `{{RMA_ID}}` | | **Cancel return request by customer** | Sent when a customer cancels their own return request | `{{RMA_ID}}`, `{{order_id}}`, `{{item_return_details_without_price}}` | | "Ship ith Pre-paid Label" Return Request approved | For approved pre-paid label return requests | `{{label_download_link}}`, `{{label_tracking_link}}` | ### **2. Refund Resolution Notifications** | **Notification** | **Trigger / Context** | **Key Variables** | | **Refund to Discount Code** | Refund issued as a discount code | `{{discount_code}}`, `{{discount_value}}` | | **Refund to Online Bank Transfer** | Refund issued via bank transfer | `{{banking_info}}`, `{{full_refund_amount}}` | | **Refund to Original Payment Method** | Refund issued to the original payment method | `{{full_refund_amount}}` | | **Refund to Store Credit** | Refund issued as store credit | `{{full_refund_amount}}` | | **Refund to Gift Card** | Refund issued as a gift card | `{{gift_card_code}}`, `{{full_refund_amount}}` | ### **3. Exchange Request Notifications** | **Notification** | **Trigger / Context** | **Key Variables** | | **Exchange Request Received** | Initial exchange submission | `{{item_return_details}}`, `{{item_receive_details}}` | | **Exchange Request Approved** | Exchange approval confirmation | `{{shipping_instructions}}` | | **Exchange Request Rejected** | Exchange denial notification | `{{reject_reason}}` | | **Shipped Exchanged Item** | When merchant ships the replacement | `{{label_tracking_link}}` | | **Received Return Item** | Confirmation of returned item receipt | `{{item_return_details}}` | | **Exchange Request Resolved** | Final exchange completion | `{{full_refund_amount}}` *(if applicable)* | | **Tracking number added by customer** | Sent when a customer adds a tracking number to their self-ship exchange | `{{tracking_number}}`, `{{carrier}}`, `{{item_exchange_details}}` | | **Cancel exchange request by customer** | Sent when a customer cancels their own exchange request | `{{RMA_ID}}`, `{{order_id}}` | | "Ship ith Pre-paid Label" Exchange Request approved | For approved pre-paid label exchange requests | `{{label_download_link}}`, `{{label_tracking_link}}` | ## Know how to customize each email separately ### Edit each templates via drag-and-drop builder ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1m65pdu.png) ### Send Test Email to check 1. Edit with one email templates 2. Click "Action" button, then choose "Send test email" ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_12jgrn6.png) ### Revert to Default Function (Optional) 1. Edit with one email templates 2. Click "Action" button, then choose "Reset to Default" ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_11sgmof.png) ## Know how to add languages to notification templates 1. Click "Add languages" in Notification language ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1csu2rm.png) 2. Select the added language to translate (note that all templates wil be translated based on the English content) 3. Select the templates you want to add a new languages ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1cwrmko.png) | Auto-translation may take a moment. The more templates you selected to apply, the more time the auto-translation need to process. 5. After update all templates successfully, the system will let you a moment to take a preview and confirm "Update" with the satisfied content translated. ||| Important note: If any templates are failed to translation, there are some reasons based on: the length of content of that templates. Therefore, you need to access that template to mannualy translate it to the new default language. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1dgs5r.png) ## Know how to track the email history ### Option 1: Go to Settings > Notification > Email history ### ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1elulau.png) ### Option 2: View email directly in return requests management ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_184b0nz.png) ## Variable systems | Notification variables are what merchants can add to notification templates to retrieve real-time information directly from the return request and easily personalize the return notification. ![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_tzwx1.png) **Order Related** ``` {{RMA_ID}} // Return number (e.g., RMA123456) {{order_id}} // Shopify order ID {{item_return_details}} // Return items list {{item_return_details_without_price}} // Return items without price list {{full_refund_amount}} // Total refund {{item_receive_details}} // Exchange items list ``` **Business Related** ``` {{store_name}} // Your store name {{return_address}} // Return shipping address {{store_email}} // Store contact email {{logo}} // The logo you uploaded on return page ``` **Customer Related** ``` {{customer_email}} // Customer email {{customer_name}} // Customer full name {{customer_address}} // Shipping address ``` **Refund Resolution** ``` {{discount_code}} // Generated discount {{discount_value}} // Discount amount {{banking_info}} // Bank details {{gift_card_code}} // Gift card code ``` **Action Links** ``` {{label_download_link}} // Label PDF URL {{label_tracking_link}} // Tracking URL {{view_request}} // Return portal URL ``` **Others** ``` {{shipping_instructions}} // The relevant shipping instructions to ship the return items, according to the Returns Methods chosen by customers {{reject_reason}} // It will be displayed only if the return is rejected {{return_label_fee}} // The value of the return shipping label that was generated ``` ## Who can use this feature? ###### Available on Starter Plan