Email templates
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Written by Customer Success
Updated over a week ago

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

Types of emails

12Return supports 3 types of emails:

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

  2. Primary Process emails: these are sent when the status of a return has changed.

  3. Secondary Process emails: these are sent when a subprocess has been executed.

System emails

System emails cannot be activated specifically as sending these emails is controlled by the platform. 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.

Primary Process emails

Primary process emails can be activated for a return policy. 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.

Secondary process emails

Secondary process emails cannot be activated specifically as sending these emails is controlled by the specific function of the secondary process. 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

Overview about email templates

On the initial page, you'll find a comprehensive list of all your configured email templates. Each template offers the following options:

  • Activation: For further details, please refer to the "Email activation" chapter.

  • Update: Utilize this option to modify your existing email templates. You can adjust settings within the same sections as when initially creating the template.

  • Preview: Gain a sneak peek of the specific email template with this feature.

  • Delete: Easily remove a specific email template from your collection.

Creating an email template

Creating an email template slightly differs per type. For each email template, different elements can be modified.

Element

System email

Primary process email

Secondary process email

Email activation

Yes

Yes

Yes

Email activation per return type

No

Yes

Yes

Email header

Yes

Yes

Yes

Email body

Yes

Yes

Yes

Email custom HTML

Yes

Yes

Yes

Email style

Yes

Yes

Yes

Email activation

The method for activating emails varies based on the type of email template.

For system emails, you can only toggle the corresponding template on or off.

For other types of email templates, you also have the added flexibility to configure the return types available as well.

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 colours and dimensions of the different elements of the email template. The default body width is 700 pixels.

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 emails are sent from [email protected] , our email 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 user's email client.

When the email is marked as SPAM it usually is because of 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 to 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 any way, and therefore we advise customers to set up an integration with their own e-mail server.

The merchant can set up an e-mail profile and link this with the email server and email address of their own email provider which then will be used for all emails sent 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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