Handling Claim Requests from the yayloh Dashboard
This process applies only if the claim flow is enabled in your account. To enable it, go to Settings > Claims and configure the flow.
If not enabled, claim requests can be managed manually as described [here].
Step 1: Customer submits a claim request
The customer fills out the return form by writing a short message explaining the issue and uploading a photo.
They do not select a replacement product or variant.
After submitting the request, they receive a return request email—but the shipping label is not yet included.
Tip: Update the watermark on the return form to say: "Please share your preferred method of resolution: refund, store credit, or replacement." via the text & translation page.
Step 2: Review the request in the yayloh dashboard
Go to the Open tab.
Click on the request to view the customer’s message and the uploaded image.
Step 3: Decide if the claim is valid
If the message and image provide enough information and meet your criteria: Click Retry in the Shipping Label column to send the return label to the customer via 'return request with shipping label' email.
Step 4: Choose a resolution
Based on your internal policy, decide how to handle the claim:
Approve the request:
yayloh logs the approval with your name and timestamp.
A tag such as “A new order is placed” is added in yayloh.
A new order for the same variant is created in Shopify or Centra with pre-fix as set in the configuration page.
Reject the request:
yayloh logs the rejection with your name and timestamp.
You can issue a refund, gift card or reject based on your process.
Tip:
Verify your email templates to ensure all touchpoints communicate clear information.
Ensure the return request confirmation email includes the message: "If you have registered a claim, please wait for an update from our team."
In the return request email that includes the shipping label, include the following: "If you submitted a claim, please note that your request has not yet been approved. Send the item back using the instructions below. We will follow up with your preferred resolution."