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. You can skip this step if you do not want to send the customer a label and receive the item back.
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.
Optionally, you can change the return type to 'return' if required from a data stand point. Remember to reject the replacement order creation in this case.
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."