Let customers submit claims in your return portal, while you decide when to send the return label and how replacement orders are created.

Comparing claim options? See Overview of Claim Handling Options. Already set up and handling claims? See How to Process Claim Requests.

Step 1: Turn on claims

Go to Settings > Claims and turn the toggle on.

Step 2: Choose how replacement orders are created

Each option combines when the order is created and how it's booked:

Option	Created	Booked as
Direct order with discount	Immediately	100% discount
Default exchange order	Immediately	Marked as paid (0 to pay)
Draft order with 100% discount (default)	At the trigger you choose, such as in transit, received, inspected OK or manual approval	100% discount
Draft order without discount	At the trigger you choose	Marked as paid
OMS draft order (Shopify only)	As a draft in Shopify, for your approval	Decided when you approve it

To change it: agree on an option with your accounting team, then email support@yayloh.com. We'll update it for you, since it can't be changed in the settings.

Step 3: Fine-tune the replacement orders

Under Extra Configurations, adjust these settings yourself. They say "exchange," because claims use the same mechanics, but a claim replacement is always the same item and variant the customer claimed.

Inventory and order details

Deduct stock from inventory: stock is deducted in Shopify or Centra once the replacement is approved.
Show alert on inventory lower than: shows an alert on the order when stock drops below this number, so your team can approve it quickly.
Copy over metafields from original order: copies order data, such as shipping instructions, to the replacement.

Refunds and order names

Refund original order, if exchange is returned: if the customer returns the replacement, yayloh refunds the original item.
Exchange order name prefix (Shopify only): names replacement orders as {Prefix}{Original order number}-{Draft number}, for example CLAIM-100-1095132741786. Leave it empty to use your usual order names.

Shipping

No shipping details: leave both options below off.
Same shipping method as the original order: turn on Set exchange order delivery shipping method same as original order.
One carrier for all replacements: turn on Add shipping carrier and choose a Default shipping carrier for exchange order, for example DHL Express.

Click Apply changes at the top right to save.

Step 4: Tell customers what happens next

Claims are reviewed before a replacement is sent, so let customers know.

With yayloh emails

Update the RETURN_RECEIVED email to explain that claims are reviewed before a replacement is processed. See Settings: E-mail templates.

With Klaviyo

Set up two flows. See How does Klaviyo integration work?

Claim received: triggered when includesClaim is true and labelExists is false.
Claim approved, label sent: triggered when includesClaim is true and labelExists is true.

Step 5: Turn on the claim button

Go to Settings > Returns.
Tick Claim to add the claim option to your return portal.
Set Claim validity period in days, for example 30 or 90 days.
Click Apply changes.

Configuring Claim Flow with Replacement Orders in yayloh