Second-hand Email Journey

Modified on Wed, 4 Oct, 2023 at 4:39 PM

Whether a customer wants to sell products they already own or when they purchase second-hand products on the website, they receive a set of transactional emails detailed in this article.

TABLE OF CONTENTS

Overview of the Customer Product Resale (Take back) Journey
Overview of the Customer Journey for Purchasing a Second-Hand Product
Email Design
Details of the content of emails common to both journeys
Details of the email content during the product buyback process from a customer
- 4. Buyback Offer Confirmation
- 5. Warehouse Receipt Confirmation + Sending a Voucher if Items are in Satisfactory Condition
Details of the email content when a customer purchases a second-hand product

Overview of the Customer Product Resale (Take back) Journey

Overview of the Customer Journey for Purchasing a Second-Hand Product

Email Design

See this article on how to modify the colors and images of transactional emails

Details of the content of emails common to both journeys

1. Registration Confirmation on the website

Registration is validated only after the user has confirmed their email address by clicking the button in the registration confirmation email.
Configuration Details: Email requesting confirmation of registration on the rental or second-hand website.

2. Forgot Password

Sent when the user clicks the "Forgot Password?" link on the website login page (register).
Configuration Details: Email for changing the password when it has been forgotten

3. Welcome

Custom email, built on Brevo + Make for triggering the send.
Sent within a maximum of 15 minutes after registration on the website (frequency to be negotiated).
May contain the client's first name and last name.

Details of the email content during the product buyback process from a customer

4. Buyback Offer Confirmation

Sent at the end of the buyback form completion, once the customer has confirmed the products they wish to return.
Includes the prepaid label for shipping the items to the warehouse as an attachment.
Contains the list of products the customer wants to return.
Configuration Details: Confirmation email of the buyback offer in the second-hand process.

5. Warehouse Receipt Confirmation + Sending a Voucher if Items are in Satisfactory Condition

Sent immediately after the customer's package has been processed in the warehouse.
Identical email whether the products are accepted or rejected - Variable content (indicates the accepted or rejected status for each received product).
Contains the voucher (VA) code if the products are accepted.

Details of the email content when a customer purchases a second-hand product

6. Order Confirmation

Sent immediately after an order is placed, contains the purchase invoice as an attachment.

Configuration Details: Order confirmation email for the specific purchase date and for a second-hand purchase

7. Order Cancellation

Sent as soon as a customer cancels their order from their account or if customer support cancels it from Sylius. (See: Under what conditions can an order be canceled?)
Please note that most of the time, the email announces that the refund is in progress. When the order is canceled from Sylius, the refund action must also be performed manually. When the order is canceled from the customer's account, the order is automatically refunded.
Configuration Details: Order cancellation email.

8. Order Refunded

Sent immediately after a refund is processed in Sylius. (Please note that this action is not possible if the rental was paid via POS, outside of Stripe or Adyen).
The refunded amount is not specified.
The customer's first name can be included using the parameter {{ params.firstName }}.
The invoice of the refunded order is attached as an attachment, and it does not include a refund mention; it is the original invoice.
Configuration Details: Order refund email for the specific refund date

9. COMING SOON - Store Delivery Custom Only: Parcel Received in Store

Sent once the store has confirmed the receipt of the parcel in-store.
Configuration Details: Store delivery custom: Email when the order is ready for pickup at the store (Parcel delivered).

10. COMING SOON - InStore and Store Delivery Custom Only: Parcel Delivered/Received

Sent once the store has confirmed that the parcel has been collected by the customer in-store.
Configuration Details: InStore and Store Delivery Custom Only: Email when the parcel has been retrieved by the customer.

11. Return Request Confirmation (Dissatisfaction Following the Purchase of Second-hand Products)

Sent as soon as the customer has indicated from their customer account that they want to return products.
Includes the prepaid return label as an attachment.
Contains the list of products that need to be returned.
Configuration Details: Confirmation email for a return request (dissatisfaction following the purchase of second-hand products).

12. Return Received (Return Processed)

Sent as soon as the return of the order is processed in the warehouse (Returns > Record a Return) with the scan of each product inside the order.
Contains the list of products received in the warehouse.
If the initial payment had been made with a Voucher, another email is sent by customer support with the new Voucher as a refund.
Configuration Details: Email when the return of products is processed by the warehouse.

13. COMING SOON - Satisfaction Survey

Sent after a purchase or buyback.
Option to include the customer's first name.
Configuration Details: Satisfaction survey email.