Orderback: Email Templates

Overview

The Orderback application simplifies customer communication through automated emails triggered by specific actions. There are two situations in which an email will be sent:

• Email Confirmation – Orderback will automatically send a confirmation email containing a one-time code to verify the customer’s email address upon accessing the Orders and Returns Portal.
• RMA confirmation:
  • If the Auto send customer email when Rma is created setting is enabled and Require approval before shipping RMA setting is disabled, an RMA confirmation email will be sent automatically as soon as the customer creates the RMA.
  • If the Require approval before shipping RMA setting is enabled, you must Approve on the RMA Dashboard page to approve returns after customers request them from the Orders and Returns Portal. At this point, you can click Send email on the RMA Dashboard, and Orderback will send an email with a link to the Orderback RMA Details page, where the customer can view their RMA and get the shipping labels. 

You can modify the content of these email messages by updating your Orderback Email Templates.

Set Up Email Templates

Orderback offers two email templates you can customize, which are applied to the two situations outlined in the section above. The first template is used to send the customer a one-time code for verification purposes, while the second provides the RMA Details link.  To set up custom email templates:

1. Log into the Admin Portal.
2. Select Email Templates in the menu on the left.
   
   
3. Update the Verify Email Address template to customize the email sent to customers for one-time verification.
   1. Click the Insert One time code button to add a placeholder for the code value.
      
      This is the most essential part of the message – be sure to include it.
   2. Fill in the rest of the template. It can include a custom message, information about your company, or customer support details.
4. Update the RMA Created Confirmation to customize the email customers receive when an RMA is created. For this email to be sent out automatically upon RMA creation, you must also enable the Auto send customer email when Rma is created setting. Alternatively, for this email to be sent upon RMA approval instead, enable Require approval before shipping rma.
   1. Click the Insert Orderback link button to add a link to the RMA Details page.
      
      This is the most essential part of the message – be sure to include it.
   2. Fill in the rest of the template. It can include a custom message, information about your company, or customer support details.
   3. Optionally, click Insert shipping label button if you wish to allocate space for the generated return shipping label. If you don’t include it in the email, customers can still print the label from the RMA Details page.
      
5. Click Save at the bottom of the page to save any updates.