Overview

• Ensuring a smooth and user-friendly returns process is crucial for delivering an exceptional experience to your customers. Tailored return email notifications serve to simplify the returns journey for both you and your customers.

• When utilising the Branded Returns Portal, you have the flexibility to send emails pertaining to returns at seven distinct stages of order processing.

• Utilise the email editor to craft messages that align with your brand identity and tone.

Enable the emails that are right for you

DHL Express Commerce facilitates the management of an email template for each stage of delivery status and the returns process.

The following are the email stages available:

• Send Return Link: Sent when customers are provided with a link to your returns portal.
• Return Pick Up Submitted: Triggered when a customer schedules a courier for package collection.
• Return Parcel Picked Up: Activated when the courier scans the package upon collection.
• Return Received: Initiated when the delivery of the returned item is completed.
• Return Drop Off Submitted: Sent when a customer generates a label for dropping off at a DHL Servicepoint location.
• Received at Drop off Location: Triggered when the package is scanned at drop-off.
• Send Return Label: Used to send customers a return label directly from the DHL Express Commerce order grid.

For instance, you can opt to notify the customer upon receiving the return, keeping them updated throughout the process.

1. Go to Settings > Returns > Notifications
2. Enable the checkbox for the stages of delivery you want to notify a customer.

Edit the email template

1. Go to Settings, then select Customer Notifications.
2. Select an Email Template
3. From the editor, you can modify the email template as required.

Use the DHL Express Commerce variables

Use DHL Express Commerce variables to personalise your email and include information about the order. DHL Express Commerce variables can be included in the subject field and in an HTML tag (<a href=%TrackingURL%>Track %OurRef% Online</a>). They vary depending on which email template you are editing.

Variables:

• Sender Name: Name of your customer returning the package
• RMA or Return Reference: Sender's reference (e.g. return order number)
• Original Their Ref: Receiver's reference (e.g. purchase order number)
• Courier Name: The courier used to ship the parcel.
• Tracking Number: Tracking number associated with the parcel
• Tracking URL: Tracking URL associated with the parcel
• Company Name: Your company name
• Telephone: Your contact number
• Return Link: Link to your returns portal

Add an image in the email

1. From the email editor, select Upload Image.
2. Click Upload.
3. Select an image from your computer
4. Click Upload from the dialogue box.
5. Select the image on the middle part of the screen
6. Click Insert.

Receiving email notifications as the receiver

You may want to set your account so that you are notified at any of the above seven stages. For example, you may want to keep track of when returns have been lodged. DHL Express Commerce allows you to add an email as BCC. This means you will receive a copy of the email to your chosen address.

1. Go to Settings > Returns > Notifications
2. Select Email Template next to the email you would like a copy of
3. Enter the address you would like the return emails to go to in the BCC field