Keeping customers informed throughout the return journey builds trust and reduces support queries. With REX – Returns & Exchange, you can automate email notifications for every key return event—while fully customizing the email content to match your brand voice.

How to Set Up Automatic Email Notifications in REX

Follow the steps below to enable and customize email notifications:

Step 1: Verify Your Email Address

1. Open the REX Dashboard
   Log in to your Shopify admin and open REX – Returns & Exchange.

2. Click on “Email Verification”
   Navigate to the Email Verification option.

3. Add Your Email ID
   Enter the email address you want to use as the Reply-To email.
   This allows customers to reply directly if they have questions.

4. Click “Send Verification”
   You’ll receive a verification email shortly.

5. Verify Your Email ID
   Open the email and click the verification link to confirm your email address.

6. Refresh the REX Dashboard
   Once verified, refresh the app to continue.

Step 2: Enable Notification Events

1. Go to Settings
   From the REX dashboard, open Settings.

2. Click on “Notification Settings”
   This section lists all available return-related events.

3. Enable Email Notifications
   Toggle email notifications for the events you want customers to be notified about (e.g., return request created, approved, rejected, received, refunded, etc.).

4. Save Your Settings
   Click Save to activate the selected notifications.

Step 3: Customize Email Content

• Edit the Email Subject and Email Body for each event

• Add or remove reference variables (available in the bottom-left corner) to dynamically include:

  • Customer name

  • Order number

  • Return status

  • Tracking details

This ensures every email is personalized and informative.

Why Use Automated Email Notifications?

With automated emails in REX – Returns & Exchange, you can:

• Keep customers informed at every stage

• Reduce “Where is my return?” support tickets

• Maintain a professional, branded communication flow

• Improve overall return experience and customer confidence

Timely communication turns return updates into reassurance—making the entire process smoother for both merchants and customers.