Returns (On Track)

Happy-path return messages guide customers through registration, label/QR, drop-off/pickup, and progress back to the warehouse. Make steps unambiguous and set clear refund/exchange expectations.

Return registered (auto-approved)

Confirm the return registration immediately and provide everything needed to send the return back (label/QR, instructions, and deadlines).

Subject line & preview

Example subject variants:

• Return registered: {{orderNo}}

• Your return is ready — label & instructions inside

• Return confirmed for your {{shopName}} order

Example preview text variants:

• Use the label or QR code to send your items back.

• Drop-off instructions and deadlines included.

Recommended content

• Confirmation: return registered and approved.

• Return method: drop-off vs pickup and what the customer should do.

• Label/QR: link or code with a clear call to action.

• Packing instructions: how to package items and include return form (if needed).

• Drop-off/pickup details: location finder and how long it takes.

• Track return: explain when refunds start (after processing).

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{returnsPortalUrl/client}}

• {{printLabel.url/customField}} (if available)

• {{returnQRCode}} (if available)

• {{trackingUrl}} / {{ReturnTrackingUrl/client}} (if return tracking is available)

• {{returnTrackingButton/locale}} (if available)

Useful snippets

• Return label button: {% partial DownloadReturnLabelBtn %} / {% partial ReturnLabelDownloadButton %}

• Return QR: {% partial ReturnQR %}

• Drop-off instructions: {% partial ReturnRegistrationDropoffInstructions %}

• Pickup instructions: {% partial ReturnRegistrationPickupInstructions %}

• Track return CTA: {% partial ReturnTrackingButton %}

Loyalty/ Conversion target

• Exchange instead of refund: highlight faster exchange option (if available).

• Store credit bonus: small incentive for opting into credit (if policy allows).

• Join loyalty: points for keeping purchases (optional).

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Manual approval flow

Return registered (pending approval)

Confirm the return request was received and set expectations for manual review without creating uncertainty.

Subject line & preview

Example subject variants:

• Return request received: {{orderNo}}

• We’re reviewing your return request

• Return pending approval

Example preview text variants:

• No action needed—we’ll notify you once it’s approved.

• See your return details and timeline inside.

Recommended content

• Confirmation: request received with date/time.

• Review timeline: when the customer can expect approval/decision.

• Return details: items and return reason summary (if possible).

• Next steps: what happens after approval (label provided).

• Help: contact support if urgent.

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{returnsPortalUrl/client}}

• {{plMessage/locale}} (if available)

Useful snippets

• Return items table (optional): {% partial ReturnArticlesTableWithImages %}

Loyalty/ Conversion target

Skip or keep subtle while waiting:

• Exchange option: suggest exchanges if it speeds up resolution.

Return approved

Notify customers their return is approved and provide the next steps to send items back without confusion.

Subject line & preview

Example subject variants:

• Return approved: {{orderNo}}

• Your return is approved — next steps

• You can now send your return back

Example preview text variants:

• Your label/QR and instructions are inside.

• Drop off your return and track progress easily.

Recommended content

• Approval confirmation: what’s approved and what’s next.

• Label/QR: clear call to action to print/show the label/QR.

• Instructions: packing + drop-off/pickup steps.

• Timeline: transit + processing + refund expectations.

• Help: contact path if anything is unclear.

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{returnsPortalUrl/client}}

• {{printLabel.url/customField}} (if available)

• {{returnQRCode}} (if available)

• {{trackingUrl}} / {{ReturnTrackingUrl/client}} (if return tracking is available)

• {{returnTrackingButton/locale}} (if available)

Useful snippets

• Return label button: {% partial ReturnLabelDownloadButton %} / {% partial DownloadReturnLabelBtn %}

• Return QR: {% partial ReturnQR %}

• Track return CTA: {% partial ReturnTrackingButton %}

Loyalty/ Conversion target

• Exchange flow: present exchange as the fastest way to get the right item.

• Store credit: highlight credit option if it’s beneficial and available.

Return declined

Explain clearly and respectfully why the return can’t be accepted, and provide available alternatives and support.

Subject line & preview

Example subject variants:

• Update on your return request

• Return request declined for {{orderNo}}

• We couldn’t approve this return

Example preview text variants:

• See the reason and your available options inside.

• Contact us if you think this is incorrect.

Recommended content

• Decision: clear statement that the return is declined.

• Reason: short explanation tied to policy (avoid long legal text).

• Options: warranty/repair, exchange, paid return, or keep item.

• Help: how to appeal or contact support.

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{returnsPortalUrl/client}}

• {{plMessage/locale}}

Useful snippets

• Returns portal CTA (optional): {% partial HirmerReturnsPortalButton %} (or your brand’s portal button)

Loyalty/ Conversion target

If appropriate and not tone-deaf:

• Exchange/repair: highlight service options that keep the customer happy.

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Return cancelled

Confirm the customer cancelled the return and prevent accidental use of an invalid label by clearly stating next steps.

Subject line & preview

Example subject variants:

• Return cancelled: {{orderNo}}

• Your return request has been cancelled

• Return cancellation confirmed

Example preview text variants:

• Your label is no longer valid.

• Need to start a new return? Here’s how.

Recommended content

• Cancellation confirmation: what was cancelled and when.

• Label status: clearly state the label/QR is no longer valid.

• Restart flow: link to start a new return if needed.

• Help: contact support if cancellation was accidental.

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{returnsPortalUrl/client}}

Useful snippets

• Returns portal CTA (optional): {% partial HirmerReturnsPortalButton %}

Loyalty/ Conversion target

• Exchange flow: suggest exchange if the return was cancelled to swap instead.

Return drop-off reminder

Remind customers to drop off their return before the label/return window expires and make drop-off as easy as possible.

Subject line & preview

Example subject variants:

• Reminder: drop off your return

• Don’t forget to send your return back

• Return reminder: label expiring soon

Example preview text variants:

• Drop-off steps and your label/QR are inside.

• Send it back on time to ensure a quick refund.

Recommended content

• Reminder: return still pending drop-off.

• Deadline: the last day to ship/drop off (if applicable).

• Label/QR CTA: clear primary action.

• Drop-off locator: nearest locations and opening hours link.

• What happens next: transit + processing + refund expectations.

Useful placeholders

• {{orderNo}}

• {{returnsPortalUrl/client}}

• {{printLabel.url/customField}} (if available)

• {{returnQRCode}} (if available)

• {{return_dropoff_location}} (if available)

• {{return_dropoff_time/locale}} (if available)

• {{trackingUrl}} / {{ReturnTrackingUrl/client}} (if return tracking is available)

• {{returnTrackingButton/locale}} (if available)

Useful snippets

• Drop-off locator CTA: {% partial FinddropofflocationCTA %} / {% partial ReturnDropoffLocationCTA %}

• Return label: {% partial ReturnLabelDownloadButton %} / {% partial DownloadReturnLabelBtn %}

• Track return: {% partial ReturnTrackingButton %}

Loyalty/ Conversion target

• Store credit: offer faster credit option if available.

• Exchange: remind that exchanges can be quicker than refunds (if applicable).

Return dropped off

Confirm the return is on its way, reduce refund anxiety by explaining the processing timeline, and provide return tracking.

Subject line & preview

Example subject variants:

• Return received by carrier

• Your return is on its way

• Return update: in transit

Example preview text variants:

• Track your return and see what happens next.

• Refund starts after the return is received and processed.

Recommended content

• Confirmation: drop-off/pickup scan confirmed.

• Tracking: link to return tracking.

• Timeline: expected transit and processing time before refund.

• What to do: keep proof of drop-off until processed (optional).

• Help: contact support if tracking doesn’t update.

Useful placeholders

• {{trackingUrl}} / {{ReturnTrackingUrl/client}}

• {{tracking_number}}

• {{courier/pretty}}

• {{orderNo}}

• {{returnTrackingButton/locale}} (if available)

Useful snippets

• Track return CTA: {% partial ReturnTrackingButton %}

Loyalty/ Conversion target

• Exchange recommendation: highlight exchange availability for the next purchase.

Return delivered by carrier

Confirm the carrier delivered the return and set expectations for warehouse processing before the final refund/exchange confirmation.

Subject line & preview

Example subject variants:

• Return delivered to our warehouse

• Your return has arrived

• Return received — processing next

Example preview text variants:

• We’re processing your return; refund/exchange will follow.

• Processing can take a little time—details inside.

Recommended content

• Delivered confirmation: return delivered to the warehouse area.

• Processing expectations: inspection + timeline.

• Next update: when the customer will get the final processed message.

• Help: contact support if urgent.

Useful placeholders

• {{orderNo}}

• {{trackingUrl}} / {{ReturnTrackingUrl/client}}

• {{tracking_number}} (if available)

• {{courier/pretty}} (if available)

• {{plMessage/locale}} (if available)

Useful snippets

• Track return CTA (optional): {% partial ReturnTrackingButton %}

Loyalty/ Conversion target

• Store credit option: if offered, highlight it as a faster outcome.

Return processed in warehouse

Confirm the final outcome (refund/credit/exchange) with clear amounts and timelines to close the loop confidently.

Subject line & preview

Example subject variants:

• Return processed: refund issued

• Your refund for {{orderNo}} is complete

• Return complete — thanks

Example preview text variants:

• Refund amount and timing inside.

• If you chose an exchange, shipping details are included.

Recommended content

• Outcome confirmation: refund vs store credit vs exchange.

• Amounts: totals and any deductions (e.g., label fee) if applicable.

• Timeline: when funds/credit will appear and where.

• Proof/summary: item-level summary if possible.

• Help: support contact for discrepancies.

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{plMessage/locale}}

• {{returnArticles/customField-prettified}} (if available)

• {{labelCost.amount/customField-prettified}} (if available)

Useful snippets

• Refund summary (optional): {% partial ShopifyReturnrefundsummarywithdeductedlabelfee %}

• Return stages (optional): {% partial Returnstagesv2 %}

• Recommendations (optional): {% partial productRecommendations %}

Loyalty/ Conversion target

• Buy again: recommendations based on the original purchase.

• Join loyalty: points on future purchases and member perks.

• Refer a friend: referral program CTA.