Rebound Events
Return Order Created
Trigger: Either the consumer has created a return order by identifying a sales order with its required parameters or a user has created a return order in the management portal.
Return Order Status Update
Trigger: Any status transition of a return order
Refer to: Return Order Status
Return Order Awaiting Approval
Trigger: Status transition of the return order to "waiting for approval"
Based on the configuration or due to business logic rules a return order can require approval by you. Tihs template will sent a mail to you (context "internal) to inform you that this return order must be reviewed. There is a email template to sent a email to the consumer below.
Return Order Request Approved
Trigger: Status transition of the return order to "approved"
Informs the consumer about the positive approval decision and can set up with a deep link to the self service portal to continue.
Return Order Request Denied
Trigger: Status transition of the return order to "denied"
Informs the consumer about the denial of the service order request and can set up with a deep link to the self service portal to review.
Return Order Handed Over
Trigger: Any process for the consumer can be taken by you. For instance you can support your customer with selecting the items and mark the with service reasons or actions. When you are done, you will save the service order. With this email template you will inform the consumer that you are done and the service order can be further processed.
Return Order Label
Trigger: Label has been created
Enable this email template to send the created label(s) directly to the consumer's email address.
🪇 Sending the label can be triggered manually in the manamgent portal.
Return Order Arrived
Trigger. After receiving the carrier event, that the parcel has been delivered.
Return Order Processed
Trigger: Status transition to the "processed". Mind that this status itself is triggered manually. This transition can be automated by business logic rules.
Return Order Refunded
Trigger: A manual refund was issued through the Management Portal.
We advise against using this email template without further consultation
Return Order Deleted
Trigger: A service order has been deleted.
There is a configuration option to delete stalled service orders after several days. This option can be found under
Return Order Closed
Trigger: Status transition to status "closed"
If the service order has been closed in the management portal, the consumer will get email about that fact.
Return Order Closed (by Consumer)
Trigger: Status transition to status "closed"
If the service order has been closed in the self service portal, this will trigger this email template. Recepients are defined by due this is a email template in context "internal".
Return Order in Transit
Trigger: When the carrier confirms the pick up or handover of the parcel, which is the injection into his logistics network.
Return Order Exception
Trigger: Any occurrence of negative events in the process while the shipment is in the responsibility of a logistics provider
The reason is only available, when provided by the carrier. Not all carrier provide detailed information.
💡 Example:
Parcel is lost or broken.
Parcel is blocked by customs control.
Parcel could not be delivered after three attempts
Return Order Drop Off Reminder
You can configure a time period in days after that this email template will be triggered once. When the label has been created + those dropoff period will sent this email to the consumers email address.
Return Order Completed
Trigger: Status transition to the "completed". Mind that this status itself is triggered manually. This transition can be automated by business logic rules.
Return Order Awaiting Approval (for Consumer)
Trigger: Status transition of the return order to "waiting for approval"
Based on the configuration or due to business logic rules a return order can require approval by you. This email template will be sent to the consumers email.
Return Order Payment Confirmation
Trigger: Requires Paid Returns. The consumer has paid the label and hence this email template is triggered.
Return Order Download Label Reminder
Trigger: The reminder email is sent when all of the following conditions are met:
Return options is dropoff:
- Label was paid
- Status is Options Selected
- No shipping label has been selected by the customer
Return option is pickup
- Label was paid
- confirmation for carrier pickup is required on dowload label page
Once these conditions are met, the system waits for a fixed delay of 2 hours. This delay is not configurable. After the 2-hour delay, the system automatically sends a reminder email to the customer with the configured email content.
Return Order Announced vs. Received Deviation
Trigger: This email is sent when warehouse feedback is received for a Return Order and at least one item shows a deviation between the announced return quantity and the processed warehouse quantity, while the refund has already been triggered by Business Logic after the parcel reached carrier transit.
Return Order Label (Internal)
Trigger: Label has been created
Enable this email template to send the created label(s) directly to the your internal team(s).