Customize the Return Request Confirmation Email
Updated Sep 29, 2026
Use this settings card to control the confirmation email customers receive right after they submit a return request. You can tailor the heading, subject line, and message body, and — when a second portal language is active — provide a translated version.
Where to find it
Go to Settings > Notifications > Return Request Email.
Prerequisites
Editing the primary email requires no special plan. The second-language versions of the heading, subject line, and body require the advanced plan and a second active portal language selected in the Language Selector.
Set it up
- Subject Line — Sets the subject line of the return request confirmation email. Per its helper text, the subject is always followed by the order number, which is appended automatically (the preview shows a sample order number after your text). Default: "Return Request Confirmation for Order".
- Return Request Confirmation Heading — Controls the heading that appears at the top of the request confirmation preview. Default: "Return Request Confirmation".
- Return Request Confirmation Body — Sets the main message of the email. This value drives the return-confirmation preview. Default: "Thank you for submitting a Return Request. You will receive another email from us when we approve, partially approve, or decline your request.".
Each field is saved per selected language on blur (when you click out of the field).
How these settings work together
The Subject Line, Return Request Confirmation Heading, and Return Request Confirmation Body are edited together in the same card and shape the same confirmation email. To translate them, switch the active language using the Language Selector; when the second language is chosen, the same three fields write to the second-language records instead.
The second-language Subject Line default is "(Translate) Return Request Confirmation for Order", the second-language Return Request Confirmation Heading default is "(Translate) Return Request Confirmation", and the second-language Return Request Confirmation Body default is "(Translate) Thank you for submitting a Return Request. You will receive another email from us when we approve, partially approve, or decline your request.".
What changes when you turn this on
When you edit a field and blur out of it, the value is persisted for the currently selected language. Primary-language values are stored on the return request confirmation email record; when the second language is active, the heading, subject, and body are written to the second-language record instead through the email language key map. The subject line you enter is stored as-is, and the order number is appended automatically when the email is generated.
Plan requirements
The second-language versions of the Subject Line, Return Request Confirmation Heading, and Return Request Confirmation Body require the advanced plan and a second active portal language.