Symptoms:
Return registered successfully but customer reports no email received
Email confirmation not arriving within 5-10 minutes
Root Causes:
Email in spam folder
Ingrid emails marked as spam by customer’s email provider
Domain reputation issue
Wrong email address
Typo in email during order placement
Customer using different email than order confirmation
Email delivery failure
Customer’s email server rejecting Ingrid emails
Inbox full or quota exceeded
Email template not configured
Return confirmation email template disabled
Email integration misconfigured
Resolution Steps:
Check Spam Folder:
Ask customer to check spam/junk folder
Search for emails from “@ingrid.com” or “@turnr.se”
Add Ingrid to safe senders list
Verify Email in Back-office:
Open return case in Returns Back-office
Check “Communications” or “Emails sent” section
Verify email was sent (timestamp and status)
Check for delivery errors (bounces, rejections)
Resend Email:
In Returns Back-office, open return case
Click “Resend email” or “Resend return confirmation”
Verify customer receives after resend
Provide Status Page Link:
Copy status page URL from Back-office
Send URL to customer via support channel
Customer can access return label and info via status page
Check Email Configuration:
Navigate to Settings → Email Templates
Verify “Return Confirmation” template is enabled
Test email sending with internal email address