Requires: X-Cart 5.6.0.17 or later.
The returns workflow keeps you and your customers informed automatically, with five email templates:
Template | Sent to | When |
Order return created | Customer and admin (your Sales department email) | A customer submits a return request. Not sent for returns you create yourself — the customer gets the approval email instead. |
Order return agreed | Customer | Each time you approve items and an RMA is issued — one email per RMA, with its packing slip attached. |
Order return declined | Customer | You decline item(s), listing what was declined and your reason. |
RMA cancelled | Customer | You cancel an RMA, with your reason — the email also notes that RMA’s packing slip is no longer valid. |
Return received | Customer | You complete an RMA, confirming the items arrived and that any refund or store credit will follow your store’s policy. |
Editing a template
Go to Store > Notifications and open any of the templates above. Each one shows a banner explaining exactly when it’s triggered, and you can toggle it off, edit the subject and body, and preview or send yourself a test copy — the same editor used for every other store email.
Order return created has separate Customer and Administrator tabs, since the same event emails two different audiences with different wording.
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