Articles on: Notifications

How to Send Reminder Emails for Unreceived Items

Plans: All plans Platforms: All platforms


Overview


To initiate a refund, it is important to get back the item from the shopper, especially when it is expensive. With AfterShip Return Center, merchants can send reminder emails to shoppers so that the latter can ship back the item as soon as possible. Check this guide to learn the steps.


What you’ll learn


In this article, we will show you:



Set up reminder email notification


  1. Go to Customizations > Notifications in the AfterShip Returns admin
  2. Look for the Return reminder notification and turn on its toggle button.



  1. Click Edit > Edit trigger and configure the trigger time. By default, the reminder is triggered 15 days after the return is approved if the item has not been received. You can change it as per your requirement.



  1. Click Edit > Edit template to modify the email template.
  2. You can switch between Branded theme template and HTML template to edit your email template from the dropdown.
  3. Use merge tags to auto-populate required customer and order information from our database according to the return request.
  4. Configure the language of your email notifications from the upper right-hand corner in the template editor.






  1. Click Save to confirm the changes.


Now, your reminder will be sent out automatically as per your settings.


Reminder email trigger logic


The functionality of a return reminder email depends on the return method and return status:


  • Ship with any carrier of your choice: If the return request has been approved, and the return shipment is not marked as shipped or received within X days of approval, a return reminder email will be sent to the customer.
  • Ship with a returns label: If the return request has been approved and the return shipment (with a return label) is not marked as shipped or received within X days of approval, a return reminder email will be sent.
  • Green returns (the customer keeps the item): No reminder email will be sent.


Note: The Return Expiration reminder works differently, it is triggered when a return request shows no shipping updates for X days after approval, reminding customers to send the items back.



FAQs


1. Which plans include the return reminder email feature?


The return reminder email feature is available on all AfterShip Returns plans and supports all platforms, so every merchant can automate reminder notifications for pending returns.


2. What is the purpose of the return reminder email in AfterShip Returns?


The return reminder email helps merchants remind shoppers to ship back approved return items—especially valuable ones—if they haven’t yet done so within a specified timeframe.


3. How can I enable and customize the return reminder email?


You can enable it by going to Customizations > Notifications in the AfterShip Returns admin. Turn on the Return reminder toggle, edit the trigger timing, and customize the email template or language as needed.


4. When is the reminder email automatically triggered?


By default, it’s triggered 15 days after the return is approved if the item hasn’t been marked as shipped or received. You can adjust this timing based on your business needs.


5. Does the reminder email send for all types of returns?


No. Reminder emails are sent only for returns that require shipping (either with your own carrier or a provided return label). They are not sent for “Green returns,” where the customer keeps the item.


6. What’s the difference between a Return Reminder and a Return Expiration reminder?


A Return Reminder prompts shoppers to send the item back if no shipment has been initiated within X days. A Return Expiration Reminder, on the other hand, notifies customers when no shipping updates have occurred for X days after approval.


Additional resources



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

Updated on: 10/11/2025