The return portal only shows the options a customer is eligible for. Each option (Return, Exchange, Claim and Withdraw) follows its own rules, so a customer may see one or two options instead of all four. The most common reasons are below.
1. Each option has its own time window
The return validity period is set separately for each option (Return, Exchange, Claim and Withdraw), counted from the fulfillment date. For example:
Return: 14 days
Exchange: 30 days
Claim: 365 days
Withdraw: 14 days
A customer who comes back on day 20 would only see Exchange and Claim, because the Return and Withdraw windows have closed.
To check or change the windows, go to Settings > Returns > Return validity period. See Settings: Returns.
2. Withdraw only shows for EU returns
The Withdraw button supports the EU right of withdrawal, so it's only visible to customers returning from EU countries, and only within the Withdraw window. See Setting Up "Withdraw" Button in yayloh.
3. Exchange can be limited to certain countries
You can choose which countries can see the Exchange option. If the customer's country isn't on the list, they won't see Exchange, even within the exchange window.
To check it, go to Settings > Exchanges > Allow list of countries. Enter country codes separated by spaces, for example NO SE DE.
4. Exchange is blocked for certain items
In Settings > Exchanges:
Block if selling price less than original hides Exchange for items bought at a discount.
Block if selling price is zero hides Exchange for items that have already been exchanged once.
5. The option is switched off
This is less common, but an option can be switched off by mistake. Check that it's enabled:
Return, Exchange and Claim: go to Settings > Returns and check that the option is ticked under Return types.
Withdraw: go to Settings > Withdraw and check that it's enabled.
Still not sure?
Contact us with the order number, the customer's country, and which options the customer can see.