Returns (Issues)

These messages cover return disruptions (e.g., delayed return transit, cancelled, declined). Be transparent about the reason and outcome.

Return delayed in transit

Reassure customers that the return is still moving, reduce refund anxiety, and keep expectations clear about processing timelines.

Subject line & preview

Example subject variants:

• Return delayed: still in transit

• Update: your return is taking longer than expected

• We’re tracking your return

Example preview text variants:

• Your refund starts after the return is received and processed.

• Track the latest movement here.

Recommended content

• Acknowledgement: return is delayed with a calm reassurance.

• Latest status: carrier status and last scan (if available).

• Refund expectation: remind that processing starts after receipt.

• Next update promise: when you’ll update again.

• Help: support contact if the delay exceeds a threshold.

Useful placeholders

• {{orderNo}}

• {{courier/pretty}} (if available)

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

• {{tracking_number}} (if available)

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

Useful snippets

• Track return CTA: {% partial ReturnTrackingButton %}

Loyalty/ Conversion target

Keep it optional due to the frustration moment:

• Store credit: faster credit option (if available).

Return customs delay

Explain the customs delay on the return leg and clarify whether the customer needs to take action or simply wait.

Subject line & preview

Example subject variants:

• Return delayed at customs

• Customs update: return on hold

• Return customs delay for {{orderNo}}

Example preview text variants:

• Customs processing can take extra time; we’ll contact you if action is needed.

• Track the latest status and timeline here.

Recommended content

• Status explanation: return is with customs.

• Action guidance: whether documents/payment might be required.

• Timing expectation: broad estimate and next update promise.

• Primary CTA: tracking link if available.

• Help: support contact for questions.

Useful placeholders

• {{orderNo}}

• {{courier/pretty}} (if available)

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

• {{tracking_number}} (if available)

• {{destination_country_iso3/locale}} (if available)

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

• {{plMessage/locale}} (if available)

Useful snippets

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

Loyalty/ Conversion target

Skip marketing here; keep it service-focused.

Return missing / not yet received

Explain what happens when a return hasn’t arrived within the expected timeframe and outline the investigation and resolution steps clearly.

Subject line & preview

Example subject variants:

• Update on your return: not received yet

• We’re investigating your return

• Return issue: we’ll help resolve this

Example preview text variants:

• Here’s what happens next and what we may need from you.

• We’ll keep you updated until it’s resolved.

Recommended content

• Clear status: return not received within expected timeframe.

• What we need: proof of drop-off / receipt number (if applicable).

• Investigation steps: how you’ll work with the carrier and timeline.

• Resolution: refund/credit policy if the return is confirmed lost.

• Help: support contact with a simple checklist of info to include.

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{courier/pretty}} (if available)

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

• {{tracking_number}} (if available)

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

• {{plMessage/locale}} (if available)

Useful snippets

• Track return CTA: {% partial ReturnTrackingButton %}

Loyalty/ Conversion target

Only as service recovery:

• Goodwill gesture: credit/points for the inconvenience (optional).