Sending emails to the customer is important for customer engagement in the returns process.
12Return supports 3 types of emails:
- System emails: these are sent when users create an account or reset their password.
- Process emails: these are sent when the status of a return changes in the workflow.
- Service Task emails: these are sent when service tasks are used in the settlement process.
System emails have been set up in English by default when your account is created. When you activate multiple languages you need to add content for these languages.
Process emails are not mandatory except the Return Shipping email. By default an English version is created when you create an email template. When you activate multiple languages you need to add content for these languages.
Service Task emails
Service Task emails are not mandatory. By default an English version is created when you create an email template. When you activate multiple languages you need to add content for these languages.
Creating an email template slightly differs per type.
For each element you can see what can be modified when you create an email template:
For all email templates you can define the email subject for each language. You can enrich the email subject with replace values.
For all email templates you can define the email body for each language.You can enrich the email body with body elements.
Email custom HTML
For all email templates you can add custom HTML for the email header and body. Custom HTML needs to be added for each language.
When you apply custom HTML make sure that:
- CSS is included in the HTML style tags
- HTML is compatible with different email providers like Outlook and Gmail.
For all email templates you can add specify colors and dimensions of the different elements of the email template. The default body width is 700 pixels.
An email trigger is not needed for system emails as the system knows when to send the email.
For process emails and service task emails , the email template needs to be activated for a process workflow.
By default emails are sent from firstname.lastname@example.org by 12Return.
You can define your own email server as an email profile and assign this profile to an email template to send emails from your domain.