What your customers see
Your customers never sign in to Horizon. What they see are a few public pages and the emails sent in your name. This page lists each one, what it shows, and where you control it.
The parcel page
A link you create for one shipment, from “Parcel page” in the shipment’s detail panel. See Track a shipment.
The page shows:
- the shipment status as it was last saved in Horizon. It does not refresh tracking from the carrier;
- the public product passports of the items in the parcel, when passports on parcel pages are turned on in “Placement” on the “Digital Passports” page. Each opens its passport page;
- an offer, when you run one on those passports.
It shows no name, address or other personal details. It is in English or French, your account’s language by default, and the shopper can switch. Anyone with the link can open it until you turn it off or replace it; after that, the page says it is unavailable and suggests contacting you.
The passport page
What a shopper opens when they scan a product’s passport QR code. You decide what it contains and how it looks on the “Digital Passports” page. See Digital product passports.
A shopper can:
- read what the product is made of, its compliance and certifications, and how to care for it, repair it and dispose of it;
- check the item in their hand against the passport’s identifiers, and open a printable certificate;
- see the product’s journey and whether it has a registered owner;
- follow the links you add, such as booking a repair, trading it in, a resale partner or your brand website, and open any public documents you attached.
Sections you have not filled in say so rather than disappearing. A recalled or decommissioned passport says so, with the reason.
The page tells the shopper that viewing it sets no cookies, records no IP address and collects no personal data. Horizon records that the passport was viewed, with at most a coarse country.
The returns portal
A public page at /returns/portal/ followed by your portal’s address, where a shopper starts a return and follows it. See The returns portal your customers use.
Delivery emails
Emails about the parcel on its way: on its way, out for delivery, delivered and delivery exceptions, plus any flows you set up. They are set up on “Customer emails”. See Notifications.
When your returns portal is live, the delivered email can carry a Start a return link that opens the shopper’s order in the portal with nothing to type. It is on by default; the switch is “Link in the delivered email”, under “Where shoppers find it” in the “Portal” view of “Returns”.
If you connected Klaviyo, Horizon also sends your tracking and return events to it, and your Klaviyo flows decide what to email. See Klaviyo.
Return emails
Horizon emails the shopper at each step of a return. Each email can be turned off on its own in the “Customer emails” card of “Returns settings”; all are on until you turn them off.
| Switch | Sent when |
|---|---|
| “Return requested (confirmation)” | A return is registered, from the portal or by you |
| “Return approved (ship-it-back instructions)” | You or a rule approve it |
| “Return rejected (reason for the customer)” | You or a rule decline it |
| “Return label (with the label attached)” | A return label is bought for it |
| “Return on its way” | It is marked in transit, by you or by the carrier’s first scan |
| “Parcel received at the warehouse” | It is marked received, by you or by the carrier’s delivery scan |
| “Return completed (resolution & amount)” | You complete it. A store credit code, once created, follows in its own email under the same switch |
A cancelled return sends no email. A return with no shopper email sends none. When you decide a Shopify return in Shopify, Horizon does not email the shopper again, since Shopify did.
Each email carries your store’s name, logo and colour, comes from your sender name and sends replies to your reply-to address once you set them (see Branding). It is written in the shopper’s language when the order gives one, otherwise in yours. Its button opens the return in your portal while the portal is live, and otherwise lets the shopper write to you.