Customer email templates in Route let you manage, customize, and control the automated emails sent during the return and refund process. These templates ensure customers receive timely updates such as shipping confirmations, refund notifications, and return confirmations.

From the Route Dashboard, you can preview templates, enable or disable notifications, and even resend emails directly from the return screen. This makes it simple to manage customer communication, reduce errors, and improve the overall customer experience.

Whether you want to customize customer email templates, send automated return notifications, or resend important updates, this guide will walk you through the process step by step.

Managing Email Templates

You can view and manage customer email templates by going to Settings > Emails. From this screen, you can:

• Preview email templates by clicking Preview next to each template.
• Enable or disable email notifications using the toggle controls.

This allows you to control which automated messages your customers receive.

Sending and Resending Customer Emails

You can now send or resend customer emails directly from the Return screen:

1. Go to the Emails section of the return screen.
2. Click the three dots next to the email you want to send.
3. Select Send Email.

4. Update the customer’s email address if needed.
5. Choose which email template you want to send from the dropdown menu.
6. Review the email preview before sending.

This feature makes it easier to manage communication and ensure customers receive the correct information at the right time.

Standard Email Templates

Route includes the following default templates that can be customized for your brand:

• Ship Back Request
• Return Confirmation
• Ship Back Warning
• Return Cancelled
• Image Re-Upload Request
• Shipping Confirmation
• Refund Confirmation
• Return Delivery Confirmation

Each template ensures customers receive clear, consistent updates throughout the return and refund process.