Customer and staff notifications

Customer messages

• The portal confirmation tells the customer the request was received; Opus does not send a separate received email.
• Shopify sends the approval or decline notification to the customer attached to the original order.
• The customer can always open the Opus order page to see the current request status, return address, instructions, tracking fields, and prepaid label when provided.
• Shopify sends its official payment request when a higher-priced exchange requires payment.
• Shopify sends normal fulfillment notifications for exchange and replacement shipments according to the store's notification settings.

Optional staff alerts

In Portal & settings, enter an internal notification email if staff wants a separate alert for new requests and customer-recorded return shipments. The Requests count in Shopify Admin updates even when this optional email is off.

• Use a shared operations inbox monitored by the returns team.
• Staff templates can include request number, order number, shop name, carrier, and tracking number.
• Customer support email and internal staff notification email serve different purposes.
• A provider-accepted message is not proof that the recipient opened it; the queue remains the operational source of truth.