Withdrawals sends up to five emails. Only the confirmation goes out on its own; the others depend on choices you make.
Sent to | When | Automatic? | |
|---|---|---|---|
Withdrawal received | The customer | As soon as they send the form | Always |
New withdrawal | Your team | As soon as a customer sends the form | Only if you turned on the alert |
Withdrawal completed | The customer | When you mark the request Completed | Only if you tick Notify the customer by email |
Withdrawal rejected | The customer | When you mark the request Rejected | Only if you tick it; includes your reason |
Withdrawal cancelled | The customer | When you mark the request Cancelled | Only if you tick it; includes your reason |
Moving a request to In progress never emails the customer.
Withdrawal received is the confirmation EU law requires. It's sent every time a customer sends the form, with their reference (such as WD-7F3K92QX), the order number, the date and the items. You can't turn it off, but you can change its wording.
The three status emails are off by default. When you change a request to Completed, Rejected or Cancelled, tick Notify the customer by email to send the matching one. Rejected and Cancelled emails include the reason you type, so write it for the customer. Click Preview email first to receive it at your Reply-To address.
In the request's Activity, each status change shows Customer notified or Customer not notified, so your team can see what the customer was told.
New withdrawal tells your team a customer just withdrew, with their name, email, order number and items. To receive it:
Go to Account › Alerts.
Tick Withdrawal requests.
Make sure your alert recipients are verified. The same recipients get all your Complimus alerts.
You can check who receives it in Account › Alerts. Without recipients, withdrawals still work and customers still get their emails. This notification email is only for your team.
Sender name and replies: every email shows your sender name, and replies go to your verified Reply-To address. Both are set in Withdrawal › Settings.
Wording: every email works out of the box. Change the text in Withdrawal › Emails.
Language: each customer gets the email in their store language if you have it. If not, Complimus tries its base language (French for a Belgian French customer), then your Default email language, then English. Add languages in Withdrawal › Emails; the settings page warns you when your default language is missing some emails.
Open the request in Withdrawal › Withdrawals. Every email sent for it is listed in Activity, such as "Confirmation email to [email protected]", with a delivery badge. Click View email to see exactly what was sent.
