Notifications, reminders, and email
Overview
Settings → Notifications controls all returns email. Customer-facing messages (RMA created, return received, inspection complete, and more) use per-event templates that org admins can override — subject and body support variables, and templates can carry attachments and an audience setting.
Reminder rules
Reminders are time-triggered rules: any number anchored to the return-due date (N days before or after) for customers, plus internal SLA alerts for staff anchored to return-received or inspection started/completed. A daily sweep sends them, and each RMA-and-rule pair fires at most once — no double-nagging.
Routing and Slack
Routing rules decide which internal users or Slack channels hear about each event; Slack incoming webhooks are configured on the same page. Alongside email, events land in each user's in-app inbox, and individual users can opt out of specific email types from their own preferences without affecting anyone else.
Who the email comes from
Organisations with a verified email identity (your own domain) send customer email from that identity; otherwise mail goes out from the platform address. Verification is a one-time setup with your admin.
Related guides
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