Articles on: Warranty

Enable Warranty Claim Notifications

Plans: Enterprise Platforms: All platforms


Overview


AfterShip Returns email notifications are designed to keep your customers informed and communicate important information at every stage of the warranty claim resolution process. AfterShip Returns lets you trigger automated email notifications for multiple scenarios. This tutorial will give you a tour of enabling automated warranty claim notifications from the AfterShip Returns admin.


📢What you’ll learn


In this tutorial, we will show you:



Email notifications set up


All email notifications will be enabled by default. If you’d like to disable any of them, follow the steps below.



  1. Go to Warranty under Add-ons in the AfterShip Returns admin.
  2. Click ** Notifications **
  3. AfterShip Returns offers email notifications for 6 key warranty claim statuses
  4. Select the email template you would like to disable
  5. Move the toggle to the right to enable and to the left to disable


Warranty claim statuses


As mentioned, you can trigger email notifications for 6 key return statuses to customers to convey important information throughout the warranty claim resolution process.


Here’s the list of statues and what each status means.


Status

Definition

Warranty claim received

When a warranty claim is submitted successfully by a customer via the warranty page

Warranty claim approved

When the merchant approves a warranty claim

Warranty claim rejected

When the merchant rejects a warranty claim

Warranty claim in progress

When merchant starts to process (repair or replace) the item customers return for warranty

Warranty claim resolved

When a warranty claim is marked as resolved by the merchant

Warranty claim canceled

When the merchant cancels a warranty claim


Warranty emails customization


Once email notifications are enabled, you can edit the notification template that will be emailed to your customers. To customize, follow the steps below



  1. Select the template and click the Edit button displayed alongside the notification toggle button
  2. You will land on the notification editor page
  3. Use the HTML theme template to customize your email notifications


  • Under an HTML theme template, you can edit the email subject and email body



  1. Use ** merge tags ** in relevant places to auto-populate required customer and order information from our database according to the claim request
  2. Once edits are made, select Save
  3. Send a test email to confirm if everything looks good. Choose a recipient to send a test email to
  4. Preview the final version of the email on both desktop and mobile


Merge tags (custom variable)


Apart from this list of supported ** merge tags **, there are for merge tags specifically supported for warranty claim requests which you can place in the claim notifications to auto-populate additional information in the notification sent to the customers.


Merge tag

Definition

RMA_DETAILS

The merge tags auto-populate the details of the warranty claim request including the order information, warranty item, issue details, and customer address

RESOLUTION_SUMMARY

The merge tag auto-populate the resolution type and details selected by the customer while submitting the claim

SHIPMENT_DETAILS

The merge tag auto-populates the carrier name and tracking number of the item being sent back for repair/replacement

CANCEL_REASON

The merge tag auto-populates the reason of cancelling the warranty claim request


Adjust sender name and email address


By default, notification emails are sent by AfterShip Returns' standard support email address, hello@notify.returnscentermail.com. If you’d like to use your domain to send email notifications, the email sender name and reply-to address can be changed at any time:


  1. Go to the Sender info section in warranty Notifications
  2. Click the Edit button given alongside the sender name and email address
  3. Edit the desired fields


a. Name: This name will be displayed on warranty return emails
b. Email: This will be shown in your customer-facing sections whenever we show a support email link
c. Save the changes


To improve your delivery rate, verify your email address


  1. Click Verify or add sender emails on the Edit sender info popup



  1. You will be taken to the ** Sender emails ** section in the organization settings
  2. Click Add email and input the email address you want to send your newsletters and email notifications from
  3. Add the confirmation code sent to your email address and click Add
  4. Verify your domain by creating 3 CNAME records with the mentioned values at your domain's DNS settings to allow AfterShip Returns to send emails on your behalf
  5. Once entries are created at your domain's DNS settings, click Verify



For any further questions or help, please contact our chat support team or reach out to us at support+returns@aftership.com.

Updated on: 15/04/2025