Overview
Return Tracking Emails allow you to create dynamic and personalized 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.
Benefits:
Improve customer experience with timely, relevant communication
Reduce inbound support volume
Speed up resolution times
Build customer trust through proactive updates
Setting Up Custom Return Emails
Custom return emails allow you to send different messages based on specific conditions—such as the type of return, product characteristics, or customer location.
Step-by-Step Instructions
Open the flow
Navigate 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 in the flow
This creates two paths: "Yes" and "No"
Set the condition
Choose the trigger's data source
Select a Variable (examples: Request Type, In-store Return, Green return items)
Define the value that should trigger the "Yes" path
Click Save
Attach emails
Drag Send Email onto each path as needed
Configure each email with:
Name (for internal reference)
Subject line
Preview text
Body content
Click Save
Clean up and publish
Delete any unused steps
Review all paths to ensure correct logic
Click Save
Send a test email to confirm the correct email fires for each condition
Creating and Activating Return Email Automations
Automations allow you to automatically send emails when specific events occur in the return process, such as delivery failures or return approvals. This helps you proactively notify customers and reduce support inquiries.
Step-by-Step Instructions
Start a new automation
Go to Marketing → Automations
Click Create an Automation
Name the automation
Give it a clear, descriptive title
Example: "Return Shipment Failure"
Select a trigger
Choose a trigger from the list that defines when the automation should run
Example: Delivery Failure to notify customers when their return shipment fails
Add an action
After selecting the trigger, click Send Email
Configure the email content as needed
Activate the automation
Click the three dots (⋮) next to the automation name
Select Activate
Important: Only activated automations will send emails
Monitor performance
Once active, track key metrics from the automation dashboard:
Sends
Opens
Clicks
Use this data to optimize your messaging over time
Customizing Return Emails and Templates
Customize the content, layout, and design of your return emails to match your brand and provide a personalized experience for customers.
Step-by-Step Instructions
Open an email in a flow
Navigate to a return flow (such as Return Shipment Reminder)
Click Edit on the email step
Edit email content
Use the editor to modify:
Subject line
Preview text
Email body
Drag and drop content blocks
From the left panel, choose from available elements:
Text blocks
Images
Dividers
Other layout elements
Drag them into the email body to build your design
Insert dynamic variables
Click the Variables tab
Select dynamic fields to personalize emails:
Customer First Name
Store Name
Order details
And more
Insert them into text areas where needed
Edit style settings
Select any block to reveal the right-hand panel
Adjust styling options:
Font and text size
Colors
Links
Spacing and alignment
Make links clickable
Highlight the text you want to link (such as your store name)
Enter the destination URL
The text will now be clickable in the email
Reorder or remove blocks
Drag blocks up or down to reorder them
Click the delete icon to remove blocks you don't need
Save your work
Click Save to apply your changes to this email
Or click Save as Template to reuse this design in future emails
Create new templates
Go to Email and SMS → Email Library
Click Create Template
All the same editing options are available when building templates from scratch
Tips for Success
Best Practices
Test before activating: Always send test emails to yourself before activating an automation
Use clear subject lines: Help customers immediately understand the purpose of the email
Personalize with variables: Use dynamic fields like customer name to create a more personal experience
Keep it concise: Customers appreciate clear, brief updates about their return status
Monitor and optimize: Review your email performance metrics regularly and adjust your messaging based on what works
Common Use Cases
Return approved: Confirm the return has been approved and provide next steps
Shipment reminder: Remind customers to ship their return within the deadline
Delivery updates: Keep customers informed as their return package moves through transit
Pickup reminders: Notify customers to schedule or complete their pickup
Processing complete: Confirm when the return has been processed and refund issued
Need Help?
If you have questions about setting up Return Tracking Emails or need assistance with customization, please contact your Redo support team.