Customizing the Declined Return Email

Use this settings card to write the message customers receive when you decline their return request, including its subject line, heading, body copy, and the heading above the itemized return summary. Configure it whenever you want the declined notification to reflect your store's policy and tone.

Where to find it

Go to Settings > Notifications > Declined Email.

Prerequisites

The primary-language fields can be edited on any plan. To translate the declined email into a second language, you need a second active portal language and the Advanced plan (see Plan requirements below).

Set it up

Each field below saves for the language currently chosen in the Notifications tab Language Selector. Edits are stored when you leave (blur) the field.

1. Subject Line — Sets the subject line of the declined return email. The order number is appended automatically after your text, so the preview shows a sample #1234 following what you type. Default: "Declined Return Request for Order".
2. Declined Email Heading — Controls the heading shown at the top of the declined email preview. Default: "Your return was Declined".
3. Declined Email Body — Sets the main body text of the declined email. This value drives the declined email preview. Default: "We regret to inform you that we cannot complete a return for the products you have requested. We understand that this is an inconvenience for you. Please see our returns policy or contact us to find out more."
4. Return Summary Heading — Sets the heading above the itemized summary in the declined email. If left blank it falls back to "Return Summary". Default: "Return Summary".

To edit the second-language versions, switch the Language Selector to your second language and edit the same four fields. Their translated defaults are prefixed with "(Translate)" until you replace them.

What changes when you turn this on

Each field is persisted to your shop's settings under the customer notifications for the declined email, and the values immediately populate the declined email preview (return-declined.html). The Subject Line is stored as your text only; the order number is appended automatically when the email is generated. When you edit fields while a second language is selected in the Language Selector, the values are written to the separate declinedEmailTwo record via the email language key map instead of the primary record, so each language keeps its own subject, heading, body, and return summary heading.

Plan requirements

The second-language versions of the Subject Line, Declined Email Heading, Declined Email Body, and Return Summary Heading require the Advanced plan and a second active portal language. Without those, only the primary-language fields are available.