Message the customer about a return
From the Message customer panel on a return, write an update and click Send to customer, optionally starting from an AI draft.
You can email the customer directly from a return to keep them posted, whether the return was approved, received or refunded. Messages are logged against the RMA for a record.
How do I message the customer?
- Open the return and find the Message customer panel, shown when the customer has an email on file.
- Type your message, or click Draft message to start from an AI-written draft you can edit.
- Review the wording, then click Send to customer.
Tip. Always read an AI draft before sending. It's a starting point, and the message goes out under your business's name with the RMA number in the subject line.
Common questions
Why don't I see the Message customer panel?
It only appears when the customer has an email on file and your role has the returns-process permission. Add an email to the customer record if it's missing.
Do I have to use the AI draft?
No. The AI draft is optional. You can type the whole message yourself, and you should always review any draft before it sends.
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