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IFG eCommerce IFG Returns & Withdrawalsby IFG eCommerce®

Manage emails to the customer and to you

At a glance

What you get
Know which emails go out, when, and how to change them.
Time
10 minutes
Plan
All plans (templates and reminders on Unlimited only)

Before you start

The email address for your alerts is set in the setup wizard or in Settings, in the Notification email (Admin) field.

The emails that go out

Email To When Can you turn it off?
Request received Customer Right after the form is sent No: it is a legal requirement
Request approved Customer When you click Approve Return No
Request rejected Customer When you confirm the rejection No
Goods received Customer When you click Confirm Goods Received (Grow and Unlimited) Yes
Refund issued / Partial refund Customer When the refund is done Yes, for refunds made from the app
New request You For every new request Yes
Refund confirmation (to you) You When you refund from the app Yes, with the option for alerts to you
Reminder: awaiting review / refund pending You After the days you choose (Unlimited) Yes

Emails to the customer are written in the language chosen in Settings › Interface language and admin email, not in the customer’s language.

Turn emails on or off

  1. Go to Apps › IFG Returns › Settings, section Automations and Appearance.
  2. Send automatic confirmation email to the customer: decides whether the customer gets the goods-received email and the email for refunds made from the app. The acknowledgment of the request is always sent.
  3. Send notification email to me (Merchant) for each new withdrawal: decides whether you get an email for each new request, at the address in Notification email (Admin).

  4. Click Save at the top.

    What you’ll see: the message “Settings saved successfully!”

Both options are on by default.

Send a test email

  1. In Settings, section Integration and Form, check the address in Notification email (Admin).

  2. Click Send Test Email.

    What you’ll see: next to the button the message “Test email successfully sent!” and, shortly after, the email in your inbox.

If it doesn’t arrive, check your spam folder.

Edit email texts (Unlimited plan)

  1. Go to Apps › IFG Returns › Email.
  2. In the Template language menu, choose the language to edit.
  3. Each card is an email: “Request received”, “Request approved”, “Refund issued”, “Partial refund”, “Request rejected”, “Refund confirmation (to you)”, “Reminder: awaiting review”, “Reminder: refund pending”. Edit Subject and Body (HTML supported).
  4. Insert where needed the variables from the “Available variables:” card: {order_number} (order number), {reason} (rejection reason), {shop_name} (store name), {refund_amount} (refunded amount), {days} (days elapsed, reminders only).

  5. Click Save all.

    What you’ll see: the message “Templates saved successfully!”

Warning: templates go to your customers. Don’t delete required information, such as the request details in the acknowledgment of receipt.

On the Free and Grow plans the page shows the texts but doesn’t let you edit them: at the top is the line “Email template editing is available only with the Unlimited Plan.” with the Unlimited → pill.

Automatic reminders (Unlimited plan)

Reminders are emails to you when a request sits idle.

  1. Go to Settings, section Automatic reminders.
  2. Tick Enable automatic reminders.
  3. In Remind me if not reviewed after (days), choose after how many days to be alerted about a request still awaiting review (default 3).
  4. In Remind me if not refunded after (days), choose after how many days to be alerted about an approved request not yet refunded (default 5).
  5. To see what the email looks like, click Send test reminder.
  6. Click Save at the top.

Send emails from your own domain (Unlimited plan)

By default emails are sent by the app’s sending service. With your own SMTP server they come from your address, for example info@yourstore.com.

  1. Go to Settings and open Advanced options.
  2. In Configure SMTP Server (Optional), fill in SMTP Host, SMTP Port, SMTP Username and SMTP Password with your email provider’s details.
  3. Click Send Test Email in Integration and Form to test the setup.
  4. Click Save.

Troubleshooting

I don’t receive new-request alerts. Check that Notification email (Admin) is filled in and that Send notification email to me (Merchant) for each new withdrawal is ticked. Then click Send Test Email and look in spam too.

With my SMTP the test email doesn’t go out. Double-check host, port, username and password with your email provider. If any of the four fields is empty, the app uses the standard sending service.

Next step

Exclude products from withdrawal