Get to know Email Notifications feature

Sender Configuration (Settings > Notification > Sender Info)

Sender Email Setup

Choose your preferable sender email to set up between 2 options:

• Synctrack Returns email system (Highly recommended by our users)
• Shopify Return Email System

Option 1: Use with Shopify notification

If you want to sync with Shopify notification, you need to firstly enable the Shopify sync in Configuration

The system will be automatically sync with Shopify email, you can review these one in your Shopify admin -> Customer Notifications -> Enable the return notifications:

Option 2: Use Synctrack app email system (Most used from our merchants)

When you enter your email into field “Sender email” > click Connect. Synctrack will send a verification email to your mail box, please open and click blue button in this email (as picture below)

Sender verification is a crucial security step that ensures your notification emails are sent from an authorized source. When verified, your account displays a green “Verified” badge, indicating you can send notifications to customers.

 Green “Verified” badge: Ready to send notifications

 Yellow Unverified status: Cannot send notifications

Important Notes

• You must verify before sending any customer notifications
• Only verified email addresses can send notifications
• Verification helps prevent spam and ensures delivery
• The verification link expires after 1 hour
• Each new sender email requires separate verification

Merchant Notifications

• Toggle to receive copies of all customer communications
• Useful for tracking communication history

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Notification Templates

Return Request Notifications

Process Return Request

1. Return Request Received 

• Sent when customer submits return
• Key variables: {{RMA_ID}}, {{order_id}}, {{item_return_details}}

2. Return Request Approved 

• Sent upon merchant approval
• Include: {{shipping_instructions}}, {{label_download_link}}

3. Return Request Resolved 

• Sent when return completed
• Include: {{full_refund_amount}}

4. Return Request Rejected 

• Sent when return denied
• Include: {{reject_reason}}

5. “Ship with Pre-paid Label” Request Approved 

• For approved pre-paid label requests
• Include: {{label_download_link}}, {{label_tracking_link}}

Refund Resolution Notifications

1. Refund to Discount Code 

• Include: {{discount_code}}, {{discount_value}}

2. Refund to Online Bank Transfer 

• Include: {{banking_info}}, {{full_refund_amount}}

3. Refund to Original Payment Method 

• Include: {{full_refund_amount}}

4. Refund to Store Credit 

• Include: {{full_refund_amount}}

5. Refund to Gift Card 

• Include: {{gift_card_code}}, {{full_refund_amount}}

Exchange Request Notifications

1. Exchange Request Received 

• Initial exchange submission
• Include: {{item_return_details}}, {{item_receive_details}}

2. Exchange Request Approved 

• Exchange approval confirmation
• Include: {{shipping_instructions}}

3. Exchange Request Rejected 

• Exchange denial notification
• Include: {{reject_reason}}

4. Shipped Exchanged Item 

• When merchant ships replacement
• Include: {{label_tracking_link}}

5. Received Return Item 

• Confirmation of returned item receipt
• Include: {{item_return_details}}

6. Exchange Request Resolved 

• Final exchange completion
• Include: {{full_refund_amount}} (if applicable)

Email Template Functions

Send Test Email Function

Purpose

• Test template appearance before activation
• Verify variable population

How to Use

1. Click the “Send Test” button in template editor
2. Enter test email address(es)
3. All variables will be populated with sample data:

Revert to Default Function

Purpose

• Reset template to original version
• Remove unwanted customizations
• Start fresh with standard layout

Important Notes

• Action cannot be undone
• All customizations will be lost
• Default template includes standard variables
• Branding remains unchanged

Variables System

Order Related

{{RMA_ID}}               // Return number (e.g., RMA123456)
{{order_id}}             // Shopify order ID
{{item_return_details}}  // Return items 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

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

Updated on: 26/11/2025