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Emails and notifications

Overview​

The app sends emails in two directions:

  1. To you (merchant): Notification when a new withdrawal request is received.
  2. To the customer: Confirmation and, if applicable, further emails on status changes (e.g. return created, withdrawal rejected).

Both can be turned on or off in Settings.

Emails to the merchant​

  • When: As soon as a new withdrawal request is submitted via the form (or you create a manual withdrawal).
  • Content (typical): Order number, date of withdrawal, order fulfillment status (e.g. fulfilled/partially fulfilled), customer email, excluded products (if any), customer reason, links to the order in Shopify Admin and to withdrawal details in the app.
  • Recipient: Set by the app (e.g. configured notification address or shop default). If the app allows, the address can be set in settings or via an environment variable.

Refund deadline reminder (Pro/Plus)​

  • When: When the 14-day refund deadline (§ 357 BGB) for a withdrawal is about to end and there are still open returns or refunds. The app sends you an email with order number, deadline, and link to the withdrawal detail page.
  • Setting: In Settings you can turn “Refund deadline reminder” on/off and choose “Days before deadline” (1–5). Sending is done by a scheduled job (cron) – for questions contact app support or your hosting provider.

If you do not receive emails, check spam/junk and the address stored in the app; for Plus also the SMTP configuration.

Emails to the customer​

Confirmation​

  • When: Right after the withdrawal is submitted (when “Customer emails” is on).
  • Content: Confirmation that the withdrawal was received, order number, note on further processing. For partial withdrawal (Plus) the app uses a dedicated template (subject e.g. “Partial withdrawal received”) with adapted text. If the withdrawal was recorded manually via “Create withdrawal”, the email also states that the withdrawal was recorded by your team and includes the reason you entered (if any).
  • Subject: e.g. “Withdrawal received – Order #1234 – Your shop”.

Further emails (depending on flow)​

  • Cancellation (not yet fulfilled): The customer may receive an email that the order was cancelled and the refund will follow.
  • Return (fulfilled): After the return is created in Shopify, the customer may receive the usual Shopify return email (return label, instructions). The app can additionally confirm that the return was initiated.
  • Status change (e.g. rejected): When a withdrawal is rejected or the status is changed, the customer may receive an email referring them to customer service.

Exact wording and which variants are active depend on app configuration and settings.

Logo in emails (brand assets)​

Pro/Plus only: The app can show your shop logo in emails to customers (and in merchant notifications). In the Free tier only your shop name appears as text in the email header. If you use Pro or Plus, the app reads the logo from Shopify brand assets. Shopify guide: Managing brand assets.

How to get your logo in emails (Pro/Plus):

  1. In Shopify Admin go to Settings (gear) → Brand (or “Shop profile”).
  2. Under Logo or Square logo upload your shop logo (or select an existing image).
  3. Save.

The app uses the main logo first; if missing, the square logo. After saving it can take up to about an hour for the new logo to appear in emails (due to caching). If no logo is set, your shop name is shown as text in the header.

Settings in the app​

  • Email notifications (merchant): On/off for merchant emails.
  • Customer emails: On/off for confirmation and any further customer emails.
  • Support/customer service address: Used if needed in error messages or notices to the customer.

Details: Settings.

Custom SMTP (Plus)​

With Plus you can configure your own SMTP server. Then the app sends all emails (merchant and customer) via your server. Useful for:

  • Your own sender domain (e.g. withdrawal@yourshop.com)
  • Specific delivery requirements or logging with your email provider

Settings (host, port, user, password, SSL/TLS) are in the app under Settings. Technical details (SPF, DKIM, sender address) are set up with your email or domain provider.

Emails not arriving​

  • Check spam/junk.
  • Check the email address in app settings or for the shop.
  • For Plus with custom SMTP: Check SMTP settings and logs with your provider; note password and port (e.g. 587 for TLS).

More tips: FAQ – Emails.