How to customize the return label email
When a return is approved, the customer gets an email carrying their return label and tracking link. Who sends that email — and where you change its wording — depends on your store platform.
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Return label emails go out on their own as soon as a return label is created: from a portal request you approve, from instant approval, or from Approve & create label on the Requests tab. There is nothing to switch on — the steps below are about changing what the email says, or turning it off.
Select your store platform
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Shopify sends this email, not OrderKrab. OrderKrab creates the Return on the order and attaches the label file and tracking; Shopify's own return notification is what reaches the customer.
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Edit its wording and branding in your Shopify admin under Settings → Notifications, alongside your other customer emails. There is no separate OrderKrab template to change.
- 4
If nothing arrives at all, check the OrderKrab app's returns permission first: Settings → Apps and sales channels → OrderKrab in your Shopify admin, accept the updated permissions, then click Create return label on the request again.
- 2
The OrderKrab plugin sends this as a regular WooCommerce email. In your WordPress admin, go to WooCommerce → Settings → Emails and open Return label (OrderKrab).
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Edit the Subject, Email heading, Additional content and Email type (HTML or plain text) there — or untick Enable this email to stop sending it altogether. Click Save changes.
- 4
Logo, base color and footer come from the shared Email template options on the same Emails screen, so the return label email matches every other email your store sends. The label download button follows your store's base color automatically.
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Need to change the layout itself? Copy wp-content/plugins/orderkrab-for-woocommerce/views/emails/orderkrab-return-label.php to wp-content/themes/your-theme/woocommerce/emails/orderkrab-return-label.php and edit it there. The theme copy overrides the plugin's and survives plugin updates, exactly like any WooCommerce email template — the plain-text version lives at the same paths with an emails/plain/ folder.
Good to know
- OrderKrab marks the request Customer notified because it asked Shopify to notify the customer and Shopify accepted the request — it is not a delivery receipt. If a customer says nothing arrived, check the notification in your Shopify admin and their spam folder.
- Turning the email off does not stop returns being approved or labels being created. It only stops the customer being told, so you then have to send the label yourself.
- The email carries the return label and the tracking link. It never issues a refund — refunds stay a deliberate action in your store admin.