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How can I send or automate email notifications to my customers?
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What are automated notifications?

Automated notifications allow you to update customers on the status of their returns via email as the shipment progresses to selected events. Returns Experience Management allows you to set up automated notifications for 5 events such as return initiated, return approved, return rejected, etc.

Where can I set up automated email notifications?
Open the LateShipment app -> go to the Returns Experience Management tab -> Notifications-> Email notifications -> Automate

To automate email notifications to your customers, you will need to ensure two mandatory steps are completed:

  • Integrate your eCommerce store with your LateShipment.com account. This will allow us to access relevant customer information and automate notifications to the email ID. Learn more about how to connect your e-commerce store with LateShipment.com here.

  • Verify the email domain that you set up as your sender ID. This is an essential step to setting up customer notifications as it improves your email deliverability and keeps them out of spam. Learn more about how to verify your domain here.

Setting up email notifications:

  1.  After your domain verification is complete, the first step is to save email templates for all the events you would like to enable notifications for. Against every event, you will find an option to edit the email.

    Selecting "edit" will open an editor with a default email created for that return event. You can simply use our default email or modify the content to match your brand's style.

    Be sure to include merge tags in your emails. Merge tags let you insert unique user data into your email content. For example, if you use [customer_name] in your email, the tag will be dynamically replaced with the customer's name.

    Here are the merge tags you can use:

    [customer_name] - Inserts customer name dynamically
    [return_id] - Inserts order ID dynamically
    [address] - Inserts tracking number dynamically
    [tracking_link] - Inserts tracking page Link dynamically
    [link_to_shipping_label] - To insert carrier dynamically
    [product_status] - To insert service Type dynamically
     

  2. The next step is to select events you'd like your customers to be notified of. (Simply turn the toggle on)  Notifications are triggered at the first instance the event occurs for a tracking number. So review your customer-facing email templates and ensure they are saved before turning the events on.

    These are the shipping events you can enable notifications for:

  • Awaiting pickup: The package is labeled and ready to be handed off to your carrier

  • Shipped: The package has left the warehouse and is in transit to the destination.

  • Out for delivery: The package will be delivered to your customer soon.

  • Delivered: The package has been delivered to the customer.

  • Fulfillment delay: Label remains unused for more than 3 days indicating a fulfillment delay at your end.

  • Delay in transit: The package is still in transit beyond the estimated delivery date, due to a delivery delay at the carrier's end.

  • Delayed Delivery: The package was delivered to the customer after the estimated delivery date.

  • Failed Delivery: The shipping carrier's attempt to deliver the package was unsuccessful.

  • Lost/Damaged: The parcel is lost or damaged in transit.

  • Returned: The package was undeliverable and is being returned to your warehouse.

  • Predicted Delay: Our systems are fairly certain that the package will likely be delivered beyond the estimated delivery date. 

  • Suspected Lost: Our systems are fairly certain that the shipment is lost and will likely not be delivered to the recipient.

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