Loop notifications

Overview

Emails used during the return process are designed to keep your customers informed and communicate necessary information. Notifications are triggered by events, like a return being processed, or an item going out of stock. 

In this article, you will learn how to access and customize email notifications to reflect your brand and help reduce CX time.  

In this section 

Enable or disable a specific Loop notification

In Loop admin, navigate to Settings > Notifications to see a list of all templates and whether they are Enabled or Disabled.

To enable or disable a specific Loop notification:  

Disable: 

  1. Select the template that you would like to disable. 
  2. Under the template header, select Disable.
    1. Navigate back to the Notifications view to ensure that this template has been Disabled. A grey button should appear to the right of the template description.

Enable: 

  1. Select the template that you would like to enable. 
  2. Under the template header, select Enable.
    1. Navigate back to the Notifications view to ensure that this template has been Enabled. A green button should appear to the right of the template description.

Live-preview email customizations

To live-preview template theme styles across all templates:

  1. In Loop admin, navigate to Settings > Notifications > Customize Branding
  2. Select the arrows in the header to toggle between the following templates:
    1. Out-of-Stock 
    2. Return Confirmation
    3. Return Confirmation w/o Shipping Labels
    4. Expiration Reminder
    5. Expiration Notice
    6. Keep Item: Return Confirmation
    7. Gift Return Order Information
    8. Stripe Refund
    9. Stripe Transaction

To live-preview customizations individually:

  1. In Loop admin, navigate to Settings > Notifications 
  2. Select the template that you would like to preview
  3. Select the Preview button at the top of the page
    1. Note: It is recommended that you test on both a phone and email browser. 

You can add a logo to all of your email templates at once. If you choose to use a logo, this will display as the heading of the message, replacing the brand name text:

  1. Upload an image in Shopify (yourstore.myshopify.com/admin/files) and copy the hosted URL
  2. In Loop admin, navigate to Settings > Notifications
  3. Paste image link into the Logo image URL field
    1. NOTE: We recommend that the logo image be 400 x 100 pixels for optimal sizing.
  4. Save your changes.

Choose an accent color for your email templates

Select an accent color that reflects your brand. This accent color will be applied to any links or buttons within the message: 

  1. In Loop admin, navigate to Settings > Notifications > Customize Branding
  2. Enter the desired HEX value within your computer's default color picker
  3. Save your changes.

Customize the appearance and body of email templates

Upon accessing one of the notification templates in Loop Admin, you will see an HTML field and a list of email variables to the right of that field. To customize the appearance and body of Loop notification emails:

  1. Navigate to Settings > Notifications in Loop admin.
  2. Select the email template you wish to edit and download. 
    1. Note: It is important to download the existing version as a backup before proceeding with any Notification edits.
  3. Upload file to a code editor and edit.
  4. Once these edits are made, paste them in the Email Body (HTML) field.
  5. Save changes. 

Note: Loop recommends that you keep email template layouts relatively simple to ensure that they display properly across all mail applications.   

Using Custom Variables

Custom variables automatically import your unique information from our database according to the return request. Each email has a list of variables that are available. Each email contains different content, so be sure to review the different variables available with each template. 

Edit template subject

You can change the Email subject line of a specific template:

  1. Navigate to Settings > Notifications in Loop admin.
  2. Select the email template you wish to edit
  3. In the Email subject field, enter the content you wish to display in the Email subject line
    1. Reference the Email Variables list on the right to personalize email content 
  4. Scroll to the bottom of the page to Save changes

Change sender and reply-to email address

Notification emails are sent by Loop, but they use your brand’s contact information. The email sender name and reply-to address can be changed at any time:

  1. In Loop admin, navigate to Settings > Return Policy > Email settings
  2. Edit the desired fields:
    1. Support email – shows in your customer portal any time we show a support email link
    2. Email sender name – this name will be displayed on return emails
    3. Reply-to email – this email will be used when a customer replies to a return email 
  3. Save changes 

FAQ

How can I edit the email body (HTML) in a code editor?

  1. Select the email template you wish to edit, and then Download. 
  2. The file can then be uploaded to a code editor and changed by a developer. 
  3. Once these edits are made, paste them in the Email Body field
  4. Save changes. 

Note: you may also edit directly on the page, but using a code editor is recommended. 

How can I change my email template back to the original template setting?

If at any point you would like to go back to the original email template, simply scroll to the bottom of the template and select Revert to default.  

  • Note: to quickly toggle between templates, use the arrows at the top right to go back and forth

Can I use a custom font in the email template?

Unfortunately, we cannot support the use of custom fonts in email templates at this time. This is due to the fact that not all email clients support custom fonts, therefore the email templates may not appear as intended across all email clients and browsers.

Can I resend automated emails?

Yes. You can resend the return confirmation when there is a label by going to the return page and clicking “send label.”

My customer did not receive their return label. Can I resend the label manually?

Yes, you can resend the label manually from inside the return request by clicking Email Shipping Label.

To learn more about shipping labels, check out this article.

My customer did not receive their Shopify gift card. How can I resend manually?

If the customer did not receive their Shopify gift card, follow these instructions:

In Shopify—

  1. Go to Products > Gift Cards 
  2. Search for the customer's email address
  3. Select the Gift Card
  4. Select Resend gift card to customer in the bottom right corner

Have a question about Notifications? Need help with something else? Feel free to reach out to support@loopreturns.com.