Dynamic Email Templates for Order Returns and Cancellations - Sale And Returns

Dynamic Email Templates for Order Returns and Cancellations - Sale And Returns

 Dynamic Email Templates for Order Returns and Cancellations

This article explains how to use the extended Reason Maintenance ( Sale And Returns Only ) programme to configure dynamic email templates for order cancellations and returns. Clubs can now define custom templates based on cancellation or return reasons, with dynamic tags that auto-fill order details.

Overview

  • Custom Templates by Reason
    Clubs can define email templates for each cancellation or return reason ( Sale And Returns Only ).

  • Dynamic Content Tags
    Tags (shown on the left side of the template editor) are automatically replaced with order-specific details.

  • Flexible Messaging
    Users can edit or add custom messages at runtime before sending the email.

  • Product-Specific Return Reasons
    Return reasons vary by product and are shown in a dropdown during the return process.

Steps to Configure and Use Email Templates

1. Update Reason Maintenance

  1. Go to the File Maintenance > Reason Maintenance .
  2. Select a reason Type from the list ( Sale and Returns ).
  3. Enter your custom email template in the Text Area.
    • Use dynamic tags from the left panel (e.g. {{ORDER_NUMBER}}, {{PRODUCTS}}).

2. Using the Template in Cancellation Flow

  1. In the Order Cancellation screen, select a reason.
  2. If a template is defined for that reason, it will appear in the text area below.
  1. You can:
    • Use the pre-filled template.
    • Add or edit the message manually.
  2. The final message will be sent to the customer upon cancellation.

3. Using the Template in Return Flow

  1. Select the product to be returned.
  2. A dropdown will show relevant return reasons (e.g. “Faulty”, “Size Issue”).
  3. Choose a reason to load the associated template.
  4. Edit or confirm the message before sending.

Tips

  • Use clear and friendly language in templates to improve customer experience.
  • Test templates with sample orders to ensure tags are replaced correctly

Common Issues

  • Tags Not Replaced: Ensure all required fields (e.g. Return Note) are filled.
  • Template Not Appearing: Confirm a template is saved for the selected reason.
  • Incorrect Payment Method Names: Some clubs use custom names for payment methods (e.g. Loyalty Card, Teamcard Cash). To support this: Go to Language Translations. 
    • Define labels for the following keys:
      • PAYMENT_METHOD_LOYALTY_CARD
      • PAYMENT_METHOD_GIFT_CARD
      • PAYMENT_METHOD_TEAM_CARD
      • These labels will appear correctly in emails and UI

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