# Returns (On Track)

### <i class="fa-square-check">:square-check:</i> Return registered (auto-approved)

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

<details>

<summary>Subject line &#x26; preview</summary>

Example subject variants:

* `Return registered: {{orderNo}}`
* `Your return is ready — label &#x26; 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.`

</details>

<details>

<summary>Recommended content</summary>

* **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).

</details>

<details>

<summary>Useful placeholders</summary>

* `{{orderNo}}`
* `{{shopName}}`
* `{{returnsPortalUrl/client}}`
* `{{printLabel.url/customField}}` (if available)
* `{{returnQRCode}}` (if available)
* `{{trackingUrl}}` / `{{ReturnTrackingUrl/client}}` (if return tracking is available)
* `{{returnTrackingButton/locale}}` (if available)

</details>

<details>

<summary>Useful snippets</summary>

* 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 %}`

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

* **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).

</details>

***

### Manual approval flow

#### <i class="fa-hexagon">:hexagon:</i> Return registered (pending approval)

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

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{orderNo}}`
* `{{shopName}}`
* `{{returnsPortalUrl/client}}`
* `{{plMessage/locale}}` (if available)

</details>

<details>

<summary>Useful snippets</summary>

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

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

Skip or keep subtle while waiting:

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

</details>

#### <i class="fa-hexagon-check">:hexagon-check:</i> Return approved

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

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{orderNo}}`
* `{{shopName}}`
* `{{returnsPortalUrl/client}}`
* `{{printLabel.url/customField}}` (if available)
* `{{returnQRCode}}` (if available)
* `{{trackingUrl}}` / `{{ReturnTrackingUrl/client}}` (if return tracking is available)
* `{{returnTrackingButton/locale}}` (if available)

</details>

<details>

<summary>Useful snippets</summary>

* Return label button: `{% partial ReturnLabelDownloadButton %}` / `{% partial DownloadReturnLabelBtn %}`
* Return QR: `{% partial ReturnQR %}`
* Track return CTA: `{% partial ReturnTrackingButton %}`

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

* **Exchange flow**: present exchange as the fastest way to get the right item.
* **Store credit**: highlight credit option if it’s beneficial and available.

</details>

#### <i class="fa-hexagon-xmark">:hexagon-xmark:</i> Return declined

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

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{orderNo}}`
* `{{shopName}}`
* `{{returnsPortalUrl/client}}`
* `{{plMessage/locale}}`

</details>

<details>

<summary>Useful snippets</summary>

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

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

If appropriate and not tone-deaf:

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

</details>

***

### <i class="fa-square-xmark">:square-xmark:</i> Return cancelled

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

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{orderNo}}`
* `{{shopName}}`
* `{{returnsPortalUrl/client}}`

</details>

<details>

<summary>Useful snippets</summary>

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

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

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

</details>

### <i class="fa-bell-on">:bell-on:</i> 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.

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{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)

</details>

<details>

<summary>Useful snippets</summary>

* Drop-off locator CTA: `{% partial FinddropofflocationCTA %}` / `{% partial ReturnDropoffLocationCTA %}`
* Return label: `{% partial ReturnLabelDownloadButton %}` / `{% partial DownloadReturnLabelBtn %}`
* Track return: `{% partial ReturnTrackingButton %}`

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

* **Store credit**: offer faster credit option if available.
* **Exchange**: remind that exchanges can be quicker than refunds (if applicable).

</details>

### <i class="fa-inbox-in">:inbox-in:</i> Return dropped off

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

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{trackingUrl}}` / `{{ReturnTrackingUrl/client}}`
* `{{tracking_number}}`
* `{{courier/pretty}}`
* `{{orderNo}}`
* `{{returnTrackingButton/locale}}` (if available)

</details>

<details>

<summary>Useful snippets</summary>

* Track return CTA: `{% partial ReturnTrackingButton %}`

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

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

</details>

### <i class="fa-box-check">:box-check:</i> Return delivered by carrier

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

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{orderNo}}`
* `{{trackingUrl}}` / `{{ReturnTrackingUrl/client}}`
* `{{tracking_number}}` (if available)
* `{{courier/pretty}}` (if available)
* `{{plMessage/locale}}` (if available)

</details>

<details>

<summary>Useful snippets</summary>

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

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

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

</details>

### <i class="fa-scanner-gun">:scanner-gun:</i> Return processed in warehouse

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

<details>

<summary>Subject line &#x26; preview</summary>

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.`

</details>

<details>

<summary>Recommended content</summary>

* **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.

</details>

<details>

<summary>Useful placeholders</summary>

* `{{orderNo}}`
* `{{shopName}}`
* `{{plMessage/locale}}`
* `{{returnArticles/customField-prettified}}` (if available)
* `{{labelCost.amount/customField-prettified}}` (if available)

</details>

<details>

<summary>Useful snippets</summary>

* Refund summary (optional): `{% partial ShopifyReturnrefundsummarywithdeductedlabelfee %}`
* Return stages (optional): `{% partial Returnstagesv2 %}`
* Recommendations (optional): `{% partial productRecommendations %}`

</details>

<details>

<summary>Loyalty/ Conversion target <i class="fa-rectangle-ad">:rectangle-ad:</i></summary>

* **Buy again**: recommendations based on the original purchase.
* **Join loyalty**: points on future purchases and member perks.
* **Refer a friend**: referral program CTA.

</details>


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