Introduction
Setting up a claim flow with replacement order creation allows customers to submit claim requests directly in your return portal while giving your team two key advantages:
Controlled shipping: Deciding exactly when to issue and send the return label to the customer.
Automated replacements: Streamlining the creation of replacement orders based on your preferred bookkeeping rules.
You can learn more about claim options within yayloh:
For an overview of claim options: If you want to compare displaying a claim button versus enabling full replacement workflows, see [Overview of Claim Handling Options].
For processing active claims: If your flow is already configured and you need to review, approve, or reject customer requests, see [How to Process Claim Requests].
Step 1: Enable Claim flow
Go to Settings > Claims on your yayloh dashboard. Toggle ON to allow customers to submit claims and choose how replacement orders should be placed.
Step 2: Select Replacement Options (Direct Order vs. Draft Order)
When setting up claim replacements, your flow is a combination of timing (immediate vs. requires approval) and bookkeeping method (100% discount vs. $0 order balance):
Direct order with discount: Created immediately with a 100% discount.
Default exchange order: Created immediately with no discount ($0 customer payment).
Draft order with 100% discount: A 100% discount order placed in your OMS at the trigger of your choice (e.g. in-transit, received, Inspected ok manually approved)
Draft order without discount: A order simply marked as paid placed in your OMS at the trigger of your choice (e.g. in-transit, received, Inspected ok manually approved)
OMS draft order: Creates a draft order in your OMS for approval before creating the final order. OMS draft order creation is available for Shopify stores only.
By default, enabling the claim flow activates Draft order with 100% discount.
This section cannot be edited directly in your settings page. Please consult your accounting team to choose your preferred financial flow, then email support@yayloh.com and our team will update it for you.
Step 3: Extra Self-Serve Configurations
Use the Extra Configurations section to fine-tune your claim flow settings directly.
Note on terminology: Claims share the same underlying mechanics as exchange orders (since a new replacement order is created). While UI settings reference "exchange," a claim replacement automatically includes the same item variant as the claimed item, rather than a customer-selected alternative.
Inventory & Order Processing
Deduct stock from inventory: Stock is only deducted in Shopify or Centra once the replacement request is approved.
Show alert on inventory lower than: Enter a minimum stock threshold. If stock falls below this number, an alert displays on the order so your support team can approve and reserve stock quickly.
Copy over metafields from original order: Enable this if vital order metadata (like custom shipping instructions) needs to transfer to the replacement order.
Refunds & Order Naming
Refund original order, if exchange is returned: If a customer returns their replacement item, yayloh automatically processes the refund against the original item in the original order.
Exchange order name prefix (Shopify only): Customize replacement order IDs using the format {Prefix}{Original Order Number}-{Draft Number} (e.g., CLAIM-100-1095132741786). If left blank, it defaults to your standard order naming convention.
Shipping & Carrier Setup
Select how shipping details should be applied to the replacement order:
No shipping details: Leave shipping fields blank on the new order.
Match original shipping method: Check Set exchange order delivery shipping method same as original order to copy the exact shipping method used previously.
Use fixed carrier: Toggle Add shipping carrier and specify a Default shipping carrier for exchange order (e.g., DHL EXPRESS) to apply a single carrier to all replacement orders.
Note: Be sure to click 'Apply Changes' button on the top right corner in green after updating your settings to save your configuration.
Step 4 - Configure Customer Notifications & Klaviyo Flow
Depending on whether your store uses Klaviyo or yayloh’s default email system, follow the corresponding steps below to ensure proper customer communication.
Option A: yayloh return email notifications
If You Want to Use yayloh Default Emails (instruction here)
Update your 'Return_Received' email template directly inside yayloh.
Edit the message body to inform customers that claim requests require manual review before a replacement is processed.
Option B: Klaviyo notifications
Set up a flow in Klaviyo dashboard (more info here) to send dynamic notifications based on claim registrations and label states:
Claim Registration Check: Set up a flow triggered on claim registrations where `labelExists` is `false` and ‘includesClaim’ is ’true’
Approval & Label Delivery: Configure automated notification emails to trigger when a claim is approved and a return label is issued (`labelExists` is `true` and ‘includesClaim’ is ‘true’).
Step 5 - Setup the Claim Window
Last step to set the flow live for your customers is to enable the claim button on the return form. Open settings > returns and
Enable the customer ‘Claim checkbox’. This adds the claim submission button to your customer-facing return portal.
Set the Expected Claim Window: Define the claim timeframe under the ‘Claim validity period in days’ setting (e.g., 14, 30, or 90 days after delivery).
Remember to 'Apply Changes' to save your changes.
