Orderback: Email Templates

Overview

The Orderback application simplifies customer communication through automated emails triggered by specific actions. There are two situations in which an email will be sent:

  • After they look up orders by Email only – Orderback will automatically send a confirmation email containing a link they can follow to access the Orders and Returns Portal and see all of their open orders.
  • After they request an RMA:
    • If the Require approval before shipping RMA General setting is disabled, the email will be sent automatically as soon as the customer creates the RMA.
    • If the Require approval before shipping RMA General setting is enabled, you must Approve on the RMA Dashboard page to approve returns after customers request them from the Orders and Returns Portal. At this point, you can click Send email on the RMA Dashboard, and Orderback will send an email with a link to the Orderback RMA Details page, where the customer can view their RMA and get the shipping labels. 

You can modify the content of these email messages by updating your Orderback email templates.

Orderback sends emails from info@orderback.io.

Set Up Email Templates

Orderback offers two email templates you can customize, which are applied to the two situations outlined in the section above. The first template will be sent when the customer tries to see the full list of their open orders, while the second provides the RMA Details link.  To set up custom email templates:

  1. Log in to the Admin Portal.
  2. Select Email Templates in the Administrator Menu on the left.
  3. Update the first email template to change the email customers receive automatically after they look up orders by Email only.
    1. Click the Insert Orderback link button to add a link to the Orders and Returns Portal.

      This is the most essential part of the message – make sure to include it.
    2. Fill in the rest of the template. It can include a custom message, information about your company, or customer support details.
  4. Update the second email template to change the email customers receive after you approve an RMA and manually click Send email
    1. You can click the Insert Orderback link button to add a link to the RMA Details page.

      This is the most essential part of the message – make sure to include it.
    2. Fill in the rest of the template. It can include a custom message, information about your company, or customer support details.
    3. Click the Insert shipping label button if you wish to allocate space for the generated return shipping label directly on the email. If you don’t include it, customers can still get the shipping label from the RMA Details page.
  5. Click Save at the bottom of the page to save any updates.
The only Placeholder considered valid in the Orderback email templates is #?LINK?#. Do not include any other placeholders in your text.

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