What Happens When Exchange It Sends the Declined Email
Updated Sep 30, 2026
When you decline a return, Exchange It can send a declined email to let the customer know the request wasn't approved. This article explains what that does to your return record.
When it happens
This happens when you update a return in a way that declines it and a declined email is sent as part of that action. The email send is tied into the return-log update flow, so it runs alongside the record update for that return.
What Exchange It does
When the declined email goes out, Exchange It captures the result of that send. If a mail response comes back, it stores the email's payload (the details used to build the message) and the mail response (the outcome returned when the message was sent) onto the return's log. There are no additional Shopify mutations involved in this effect — it is the email notification and the recording of its result.
What gets recorded
Exchange It writes the email details to the return log under the declined-email entry. Two pieces are stored there: the payload, which holds the information used to send the declined email, and the response, which holds what came back from the send. Both are only written when a mail response is returned.
If it fails
The payload and response are recorded only when a mail response is present. If no mail response comes back, Exchange It doesn't write those fields, so the declined-email entry stays empty for that return.