Customizing Email Templates in Exchange It

Exchange It makes it easy to communicate with your customers throughout the return and exchange process. One key feature is the ability to customize the email templates that are automatically sent at different stages of a return. This guide walks you through how to access and update those templates.

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To get started with customizing your email templates:

1. From your Shopify admin, go to Apps and open the Exchange It app.

2. In the left-hand menu inside the app, click Settings.

3. At the top of the Settings page, click the Dashboard tab.

4. Scroll down to the Notifications and Email Template sections.

If your store supports more than one language, you can choose which language to customize. Just use the "Select Language to Modify" dropdown and choose your preferred language. All changes you make will apply only to the selected language.

Exchange It provides editable templates for the key stages of a return:

• Return Request Confirmation

• Approval Email

• Declined Email

• Return Received Email

Exchange It provides templates for different stages of the return process. For each of the following emails, you can update the:

• Subject Line – This is the email title your customer sees in their inbox.

• Heading – The top greeting or main title inside the email.

• Body Text – The message content explaining what's happening and any next steps.

Sent when the customer submits a return request. You can thank them for their request and let them know what to expect next.

Sent when you approve a return request. You can customize the message and also edit:

• Return Instructions Link Text – Change the wording for the return portal link.

• Shipping Label Link Text – If you’ve enabled shipping label creation, you can customize this link text too.

• Return Summary Heading – Personalize the heading for the list of return items.
  

Sent if a return request is declined. Use this to gently explain why it was not approved and invite the customer to reach out if needed.

Sent after you’ve received the customer’s return. Customize this to confirm the return and share any next steps.

Customizing your email templates in Exchange It is a simple way to give your customers a smooth and friendly post-purchase experience. If you ever need help setting things up, feel free to reach out to our support team!