Sending emails to the customer is important for customer engagement in the returns process.

12Return supports 3 types of emails:

  1. System emails: these are sent when users create an account or reset their password.

  2. Process emails: these are sent when the status of a return changes in the workflow.

  3. Service Task emails: these are sent when service tasks are used in the settlement process.

System emails

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

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. You can find the default English process emails in the emails section.

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.

Email templates

Creating an email template slightly differs per type. 

For each element you can see what can be modified when you create an email template:

Email header
For all email templates, you can define the email subject for each language. You can enrich the email subject with replace values.

Email body
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. 

NOTE

When you apply custom HTML make sure that:

  1. CSS is included in the HTML style tags

  2. HTML is compatible with different email providers like Outlook and Gmail. 

Email style
For all email templates, you can add specific colors and dimensions of the different elements of the email template. The default body width is 700 pixels.

Email trigger
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. 

Email profile

By default, emails are sent from [email protected] 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.

Preventing emails to be flagged as SPAM or JUNK

By default, all mails send by our platform are send from [email protected] , our mail domain and the individual email accounts have a high reputation and will in most cases not be marked as SPAM/Junk and so on.

If an Email is flagged as spam or not is up to the receiving e-mail server and the rules in the users email client.

When the email is marked as SPAM it usually is because two reasons:

  1. The e-mail from our domain is the default for all customers without a custom email profile and thus can be observed to be sending emails from multiple brands on one address.

  2. The e-mails are marked as spam because the server recognizes the brand (for example your company name) but does not match it with the e-mail domain.

There is no possibility for us to further lower the possibility to get flagged as spam in anyway, and therefore we advise customers to setup an integration with their own e-mail server.

The merchant can setup an e-mail profile and link this with the email sever and email address of their own email provider which then will be used for all emails send from the platform for their account (for example [email protected] ) . This will drastically lower, and often completely resolve, the number of SPAM flags.

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