Hello from Rakuten!
First, we want to thank you for selling with Rakuten! We would like to update you on some exciting new features.
As part of our ongoing enhancements to allow merchants to better support Customer Service, we have made a couple of changes to our messaging system.
1. You can now email return labels to messages (up to 500kb) via PDF.
2. You can send tracking links to customers if you need to send updated tracking. This can also be used if your return label comes directly from the carrier.
Since we are now allowing external hyperlinks and attachments, this means we also had to add an extra security feature. Merchants can now only email customers from registered accounts. This means, if you need to email a customer an order confirmation or you need to respond to a customer, you need to make sure the email address you are emailing from is registered.
The registered email address can be any email address or user you have in your Merchant Portal. If you would like to add additional email addresses while not providing user access, you can do so. Simply login to your Merchant Portal, click “settings” and then “seller information.” On this page, simply go to “Email Address for System Notifications” and click “add.” You can add as many email addresses as necessary. Once you have added the email addresses, click “Save Changes” at the bottom of the page.
If you have any questions or need any help with this, please let us know. We are here to help!