Until now, in a store on the Scale plan, your buyer browsed the portal and got the magic link in their own language, but the acknowledgement, the PDF and every status email afterwards arrived in your store's language. From today the whole thread speaks their language: the one they used when confirming the request.
What changes, and on which plan
Where the change shows most is on Scale, the plan with automatic detection of each buyer's language. On Free, Compliance and Pro your store is single-language —one language for everything— and almost nothing changes there: it was already consistent by design. The only thing that changes on any plan is that, if you change your store's language in Settings, requests confirmed since this change stay in the language they were confirmed in.
On Scale, these surfaces now speak the buyer's language:
- The withdrawal acknowledgement: the email and the binding PDF.
- The acknowledgement of a commercial return or exchange.
- The status emails sent when you handle the request from the dashboard: approved, received, refunded, rejected.
- The shipping label emails.
- The exchange purchase ones: "pay the difference" and "payment received".
The magic link was already fine: it is resolved at the moment your buyer asks for it.
The language is fixed on confirmation, not re-read
The language is fixed at step 2, when your buyer confirms the request, and is never looked up again. That is deliberate: re-reading it would mean a language change in Settings —or a change of plan— splitting an ongoing case across two languages, which is exactly the inconsistency this change removes. And in the withdrawal flow the binding PDF has already gone out in one specific language.
Your own notices stay in your store's language
What reaches you doesn't change: new-request notices, your plan's quota warnings and analytics alerts stay in your store's language. They are read by whoever runs the store, not by whoever buys. The app dashboard, for its part, follows your Shopify user's language.
Requests that were already under way
For withdrawal requests that already had an acknowledgement, we recovered the language from the acknowledgement itself: it records the language the binding document was issued in. So if you change your store's language in Settings, the later status emails for those requests won't drift away from the language of their own document. Commercial requests from before this change don't have that data: their emails follow your store's current language.
It stays in the audit log
Which language the acknowledgement was issued in goes into the request's audit log, sealed alongside the rest of the data. If you delete a buyer's data —at their request or through the retention sweep— the language is deleted from the request along with the rest of their personal data. The sealed copy in the audit log is kept, like the whole of that log, which is append-only and has its own retention period.
What you need to do
Nothing. It is already live. If you want to review which emails returnEasier sends and when, the details are in the help centre.