returnEasier sends seven types of transactional email. Three go to the end customer (the magic verification link, the withdrawal confirmation with its PDF and the status-change notices) and four go to you, the merchant (the new-request notification, the quota warnings when you approach your plan's limit, the plan-upgrade suggestion when you go over it two months in a row and, on the Scale plan, the analytics alerts you configure). They are all sent through Brevo, a provider with servers in the European Union, and they go out in your store's language (except the magic link, which goes in the language the customer saw in the portal).
The seven emails, one by one
1. Magic verification link → to the customer
When a customer starts a request in the portal (step 1: email + order number), returnEasier sends them a magic link to verify that they are the holder of that order, without asking for registration or password. The subject changes depending on the flow: 'Confirm your withdrawal request' (legal flow) or 'Confirm your return request' (commercial flow).
- Goes in: the language of the portal the customer saw.
- Attachment: none.
- Limit: 3 attempts per hour per email (not per order), to prevent abuse.
2. Withdrawal confirmation (with PDF) → to the customer
After confirming the request (step 2), the customer receives the acknowledgement of receipt: the confirmation email with the PDF attached (summary, unique identifier, time stamp, hash and next steps). It is the legal proof of their withdrawal.
- Goes in: your store's language.
- Attachment: the withdrawal confirmation PDF (see 'What does the withdrawal confirmation PDF contain?').
- How it is sent: via a background job with retries, right after the request is confirmed, so that it arrives as soon as possible.
3. New-request notification → to you
When a customer creates any request (withdrawal or commercial return), returnEasier notifies you by email at your store's contact address (the one Shopify has in Settings → General). It includes the identifier, the order number, a direct link to the request inside the app and, in the commercial flow, the resolution the customer prefers (refund, exchange or credit).
- Goes in: your store's language.
- Attachment: none.
- Note: if your store does not yet have a synced contact email, this notice is skipped (without breaking anything).
4. Status changes → to the customer
Every time you act on a request, the customer receives an automatic email. The statuses that trigger an email are:
| Status | When it is sent |
|---|---|
| Received | Commercial flow only, when the request is created |
| Approved | When you approve (may carry a label as PDF) |
| Rejected | When you reject (includes your reason, mandatory) |
| Received | When you mark the products as received |
| Refunded | When you process the refund |
| Credit issued | When you issue a credit / store credit (commercial) |
| Exchange confirmed | When you confirm an exchange (commercial) |
The legal record and the commercial record stay separate: the emails for a withdrawal use the language of Article 11 bis and the legal deadlines; those for a commercial return use a neutral tone, without invoking the law.
5. Analytics alert → to you (Scale plan)
If your plan is Scale and you have configured analytics alerts (for example, 'warn me if a product exceeds 20 % of my returns'), returnEasier evaluates your rules once a day and, when one fires, sends you an email with the metric, the value and the threshold, and a direct link to the analytics. To avoid filling your inbox, the same rule is not repeated until 7 days have passed since the last alert.
- Goes in: your store's language (all 7 supported).
- Attachment: none.
- Note: only if the rule has the 'email' or 'email + in-app notice' channel.
6. Quota warning → to you
When your shop crosses 80, 90 or 100 % of its monthly return volume (paid plans), returnEasier sends you a warning at your store's contact address. On the Free plan, the warning arrives when you use 2 of the 3 trial returns and when you use them all up. The email tells you how many returns you have used and how many your plan includes, and carries a button straight to the plans page: 'Upgrade plan' on the paid plans and 'Choose a plan' on Free; from 90 % it suggests the next plan up (except on Scale, which is already the top plan). And at 100 % it says it plainly, without drama: your customers' requests keep being recorded and the withdrawal button is never blocked. The detail is in 'Returns limits and warnings'.
- Goes in: your store's language.
- Attachment: none.
- No spam: on the paid plans, each threshold is warned about only once per month, with one deliberate exception: once you are over the limit, the 100 % warning repeats every 5 extra returns, with your up-to-date figures (the two Free trial-quota warnings are one-time only); the quota is checked right after each new request (and once a day as a backup).
7. Plan-upgrade suggestion → to you
If you go over your plan's monthly volume two months in a row, returnEasier sends you a separate email suggesting the next plan up (except on Scale, which is already the top plan), with your figures for both months and the 'Upgrade plan' button. And the usual point, said plainly: your customers' requests keep being recorded and the withdrawal button is never blocked.
- Goes in: your store's language.
- Attachment: none.
- Cadence: at most one per month, and only while the streak continues.
Which address do they come from?
The emails are sent with the identity configured in the environment variables:
- Sender:
returnEasier<noreply@returneasier.com> - Reply to:
support@returneasier.com - Provider: Brevo (French company, servers in the EU; no transfers outside the EEA).
Resending the confirmation
On the detail of a withdrawal request you will see the 'Resend confirmation' button (if it was never sent, it appears as 'Send confirmation'). It sends the email with the PDF to the customer again. It is idempotent: if the confirmation was already recorded, a duplicate is not created. This action only exists for the legal flow (withdrawal), which is the one that generates a confirmation PDF.
Quota warnings vs analytics alerts
Do not confuse them: the quota warnings (point 6) and the plan-upgrade suggestion (point 7) arrive on their own, with nothing to configure, and watch your plan usage; the Scale plan's analytics alerts (point 5) are configured by you and watch your business (products with too many returns, resolution times). Both arrive by email. The quota detail is in 'Returns limits and warnings' and the alerts detail is in the analytics and alerts article.