Customizing the Approval Email Customers Receive

The Approval Email card controls the wording of the email a customer receives when their return request is approved. Use it to tailor the subject line, heading, body copy, and the link labels for the Returns Tracker and shipping label.

Where to find it

Go to Settings > Notifications > Approval Email.

Prerequisites

The primary-language fields are available on any plan. The second-language versions of every field require the Advanced plan and a second active language configured in the Returns Portal; select that language in the Language Selector at the top of the Notifications tab to edit them.

Set it up

Edits apply to the language currently chosen in the Language Selector, and text fields are saved on blur (when you click out of the field).

1. Subject Line — Sets the subject of the approval email. Your text is always followed by the order number, which is appended automatically (the preview shows a sample #1234). Default: Approved Return Request for Order.
2. Approval Email Heading — The large heading shown at the top of the email; it updates the preview in real time. Default: Your return was Approved.
3. Approval Email Body — The main body copy of the email. It feeds the live preview beside the form. Default: Your exchange or refund will be processed once we receive your items. Please note that you are responsible for the return.
4. Approval Email Returns Tracker Link Text — The clickable text linking customers to the Returns Tracker. This link will not show if you deactivate the Returns Tracker in the Returns Portal General settings. If left blank, the preview falls back to Track your return. Default: Track your return.
5. Approval Email Return Shipping Label Link Text — The link text for the return shipping label. It only appears in the email when a shipping integration is active and a label was generated for the customer's return. When empty, the preview uses Your Return Shipping Label. Default: Your Return Shipping Label.
6. Return Summary Heading — The heading above the itemized return summary block in the email. Defaults to Return Summary when empty. Default: Return Summary.

To edit the second-language wording, switch the Language Selector to your second language and edit the same fields; those values are stored separately from the primary versions. The second-language defaults are the primary text prefixed with (Translate).

What changes when you turn this on

When a return is approved, Exchange It reads the saved heading and body values from your approval email settings and uses them to build the email sent to the customer. Whatever text you enter is persisted to your shop's settings and rendered into the customer-facing approval email and its live preview. Note that whether this email actually sends is governed separately by the 'As default send return approval email to the customer' setting on the same tab.

Plan requirements

The second-language versions of the Subject Line, Heading, Body, Returns Tracker Link Text, Return Shipping Label Link Text, and Return Summary Heading require the Advanced plan.