Email notifications
Falcon emails your customers as their return moves along, and emails you when something needs your attention. You control every email from one page: switch each one on or off, edit its subject and message, and preview it before it goes out.
Open it from Settings → Email notifications. The top of the page sets how emails go out (Sending email) and their design (Email look). Below, the Notify customer and Notify merchant tabs list every email.
Customer emails
Open the Notify customer tab. Each row is an email your customer gets automatically, as long as its switch is on. All customer emails start switched on.
| When it sends | On by default | |
|---|---|---|
| Return request confirmation | A return request is created, by the customer on your return page or by you in the admin. | Yes |
| Return request approved | You approve the request, or an auto-approve workflow does. When a return label is bought on approval, this email can wait until the label is ready. | Yes |
| Return request rejected | You reject the request. The reason you give is shown in the email. | Yes |
| Refunded to original payment method | A refund goes back to the card or wallet the customer paid with. | Yes |
| Refunded to store credit | A refund is issued as store credit. | Yes |
| Refunded to store discount | A refund is issued as a discount code. The code is shown in the email. | Yes |
| Refunded to store gift card | A refund is issued as a gift card. The gift card code is shown in the email. | Yes |
| Exchange order is created | The exchange is processed. | Yes |
Refund and exchange emails only go out when you choose to notify the customer for that refund. When you refund by hand, tick Send a notification to the customer. In auto-refund and auto-exchange workflows, tick Notify the customer.
Emails to you
Open the Notify merchant tab. These go to your store's recipient address.
| When it sends | On by default | |
|---|---|---|
| Return request confirmation | A new return request comes in. It includes the customer's name and email, the order, and a link to the return in Falcon. | Yes |
| Tracking number added by customer | A customer adds a tracking number to their return. It shows the carrier and tracking number. | No |
Welcome email
When you first install Falcon, we send one welcome email to your store owner's email address, from Falcon's own address. Its subject is Welcome to Falcon. It lists three steps to get ready and links to the app. It isn't in the event list and is sent only once.
Where replies and store emails go
Above the event list you'll see where mail goes for the tab you're on.
- On Notify customer, the line reads Customer replies go to: followed by your reply-to address. Click Edit reply-to to change it. Leave the Reply-to email field empty to use the sending email instead.
- On Notify merchant, the line reads Recipient email:. Click Edit recipient info to change the address that gets store emails.
Filled in for you
If either address is empty, Falcon fills it with your store's contact email from Shopify. It never overwrites an address you've set yourself.
Edit an email
- Find the email on the Notify customer or Notify merchant tab.
- Click Customize.
- Change the Subject and the Message (HTML).
- Check the preview on the right. Switch between Desktop and Mobile to see both sizes.
- Click Save.
The subject can't be empty. The preview uses sample data, such as a customer called Dana and two recent product photos from your store. Real emails use the customer's own return details.
What the message is
Your message sits under the email's headline. Around it, Falcon adds the built-in parts of each email: a progress tracker, the items with photos, the refund summary, codes, return instructions and a View your return button. Emails to you get an Open in Falcon button instead. You don't need to add these yourself.
If you never edit a customer email, its built-in text follows the customer's language. Once you edit it, your text is used exactly as written.
Turn a link into a button
A paragraph that holds only a link is shown as a button in your brand colour. If your message already links to the return page, Falcon leaves out its own button so there aren't two.
Variables
Click a variable under the message to add it at the end of your text. Falcon swaps it for the real value when the email is sent.
| Variable | What it becomes |
|---|---|
| The customer's name |
| The return number |
| The order number, like #1017 |
| The link to this return on your return page |
| Your store's Shopify handle, the part before .myshopify.com |
| The amount refunded |
| Empty in sent emails. The approval email already shows the return steps for the customer's shipping method. |
| The reason you gave when rejecting |
| The gift card code |
| The discount code |
| The order number the exchange was processed on |
| The tracking number the customer added |
| The carrier the customer chose |
| The items in the return, like "Linen overshirt × 1" |
| A link to the return in Falcon, for store emails |
You can also use variables in the subject. Most default subjects include . The exchange email uses instead.
Send a test
- Open an email with Customize.
- Type an address in the Send test to box. It starts with your own staff email.
- Click Send test.
The test uses sample data, your chosen look and your current, unsaved text. Its subject starts with [Test]. The button is off until a sending email is ready.
Who the email is from
With Falcon email, emails are sent from Falcon's address under your store's name, and replies go to your reply-to address. With your own mailbox, they're sent from your address. See Send from your own email.
Addresses that can't receive mail
Falcon never sends to test or reserved domains, such as example.com or addresses ending in .test. The return's timeline notes that the email wasn't sent and why.
Every email Falcon sends, or can't send, is listed on the return's timeline. If no sending email is ready, the timeline shows the email as not sent.