Configuring General Notification Settings for Returns and Exchanges

Use this settings group to control which notification emails go out by default during the return process — both the emails your customers receive and the ones you receive as the merchant. Configure it when you want to change whether approval, inspection, exchange-order, or merchant notification emails are sent automatically.

Where to find it

Go to Settings > Notifications > General Settings.

Prerequisites

To enter a merchant recipient email address, you must first enable Receive return request notification emails — the recipient field stays disabled until that setting is on.

Set it up

1. Receive return request notification emails — When on, you receive an email each time a customer submits a return request. When off, no merchant notification emails are sent. Default: on.
2. Recipient e-mail address — The address that receives your merchant return-request notifications. This field is editable only when the setting above is enabled, and it shows a placeholder of store_owner@mystore.com. If left empty, the app falls back to your shop's email address. Default: empty.
3. As default send return approval email to the customer — When on, the return approval email is sent to the customer by default whenever a return is approved. Turning it off means approval emails are not sent automatically. Default: on.
4. As default send return inspection email to the customer — When on, the return inspection/received email is sent to the customer by default during the return process. Turning it off stops the inspection email from being sent automatically. Default: on.
5. Send Shopify standard notification when a new exchange order is placed — Controls whether Shopify's standard order notification is sent to the customer when a new exchange order is placed. This checkbox appears only when you are using New Order exchanges; it is hidden for Original Order Exchanges. It defaults to on when unset.

How these settings work together

Enabling Receive return request notification emails unlocks the Recipient e-mail address field. While the toggle is off, the recipient field is disabled and cannot be edited.

What changes when you turn this on

Each of these choices is stored on your shop's returns dashboard settings and governs whether the corresponding email is sent during the return and exchange flow. With merchant notifications on, the app sends a notification to the recipient address whenever a customer submits a return request; if that address is empty, it uses your shop's email instead. With the approval and inspection defaults on, those customer emails are sent automatically as returns are approved and inspected. With the exchange notification on, Shopify's standard order notification is triggered when a new exchange order is placed.