Setting Up Custom Return Emails
Redo allows brands to create dynamic and personalized return email flows that automatically respond to specific return conditions. By setting up custom return emails, you can ensure customers receive clear, relevant information throughout the return process. This not only improves the customer experience but also reduces inbound support volume and speeds up resolution times.
Use this guide to learn how to set up and customize return email automations using Redo’s marketing automation platform.
Step by Step Instructions
Step by Step Instructions
Open the flow
Go to Marketing → Automations → Return Tracking Emails. Open an existing flow such as Return Shipment Reminder or Return Request Approved, or create a new one.
Add a branch
Drag a Branch Rule onto a “+” node to create Yes and No paths.
Set the condition
Choose the trigger’s data source, pick a Variable (for example Request Type, In‑store Return, Green return items), then define the value for the Yes path. Save.
Attach emails
Drag Send Email onto each path as needed. Add name, subject, preview text, and body content. Save.
Clean up and publish
Delete unused steps, review the paths, then Save. Send a test to confirm the correct email fires for each condition.
Creating and Activating Return Email Automations
This guide walks through how to create an automation in Redo using return lifecycle triggers, such as failed deliveries. Setting up these automations helps brands proactively notify customers when something goes wrong in the return process, like a failed return shipment. This improves transparency, reduces support tickets, and builds trust with the customer.
Step by Step Instructions
Step by Step Instructions
Start a new automation
Go to Marketing → Automations, then click Create an Automation.
Name the automation
Give it a clear title such as Return Shipment Failure.
Select a trigger
Choose a trigger from the list (e.g. Delivery Failure) to define when the automation should run.
Add an action
After selecting the trigger, click to Send Email and configure the email content as needed.
Activate the automation
Click the three dots on the automation and select Activate. Only activated automations will send emails.
Monitor performance
Once active, you’ll be able to track metrics like sends, opens, and clicks from the automation dashboard.
Customizing Return Emails and Templates
This guide covers how to customize the content and layout of return-related emails in Redo. You will learn how to edit an existing email, insert dynamic customer variables, add visual blocks, and create reusable templates. This allows you to tailor the look, feel, and content of emails to match your brand and provide a more personalized experience for customers during the return process.
Step by Step Instructions
Step by Step Instructions
Open an email in a flow
Go to a return flow like Return Shipment Reminder, then click Edit on the email step.
Edit email content
Use the editor to modify the subject line, preview text, and email body.
Drag and drop content blocks
On the left, choose from text blocks, images, dividers, and other layout elements. Drag them into the email body.
Insert dynamic variables
Use dynamic fields like Customer First Name or Store Name by clicking the Variables tab and inserting them into text areas.
Edit style settings
When a block is selected, use the right-hand panel to adjust font, text size, colors, links, and more.
Make links clickable
To turn text (like a store name) into a link, highlight the text and enter a destination URL.
Reorder or remove blocks
Move blocks up or down within the email or delete them if needed.
Save your work
Click Save to apply changes, or Save as Template to reuse the design in future emails.
Create new templates
Go to Email and SMS → Email Library, then click Create Template. All the same editing options are available here.
If you have any additional questions or want to walk through your setup with somebody, don't hesitate to reach out to support@getredo.com.