Customer emails, the "My orders" area and returns

First of all: connect Brevo

Emails go out from your Brevo account, which you pay for (the free plan covers 300 emails a day). Without a Brevo key, nothing described below happens.

1. Follow the guide Get your Brevo API key ↗ and paste the key in team → Customers → Customer emails (Brevo).
2. On the Domains page the Email column of your Cloudflare domains turns to Email on, usually within minutes.

⚠️ On domains outside Cloudflare (WordPress, or DNS managed elsewhere) you add the DNS records yourself: in Domains, Email column, the "DNS records to add" badge opens the list to copy into the domain's panel, then press "I've added the records, verify". On WordPress sites the "My orders" page is shown by the RoyLead plugin: keep it updated to the latest version.

Emails that go out on their own

You don't need to do anything: they go out when the order changes status, in the landing's language.

• Order confirmed: product, total, whether it's paid online or to pay on delivery, order number.
• Order shipped: courier, tracking code and a button to track the parcel. For cash on delivery it reminds the amount to have ready in cash.
• Delivery reminder: the day before and the day of delivery, when the courier gives an estimated date. For cash on delivery it reminds the amount again.

At the bottom of every email there is the See your orders link.

The "My orders" customer area

Every domain with email on has its own page, at https://yourdomain.com/shared/ordini.html. The customer enters their email and receives a link valid for 24 hours: no account, no password. Inside they see every order placed on that site, with status, total, courier and tracking.

The page goes online on its own, together with your landings. You don't need to create or publish it.

Return requests

From the customer area the customer can press Request a return on an order that has shipped or was delivered recently. They pick a reason (damaged, wrong product, not as described, changed their mind, other) and can write you a few lines.

1. You get a notification (bell and email): the team that fulfils the order and the one that brought the traffic receive it.
2. Open the order: at the top of the card you find the request, with reason and message.
3. Reply to the customer by email. If you decide to refund, use the Payment tab of the same card.
4. Press Mark as handled. On their page, the customer sees the request has been handled.

The request is a notice: it doesn't refund anything and doesn't change the order status by itself. You decide.

How many days a return can be requested

In team → Customers → Returns from the customer area choose 14 or 30 days from delivery. The choice of the team that collects payment for the order counts, even if someone else ships the parcel.

💡 14 days is the legal minimum withdrawal period for online purchases in the EU. For a faulty product the customer can still write to you later: past the window the button disappears, but the warranty remains.