Manage v2 groups your return requests by what needs to happen next, so you can see at a glance which requests need your attention.
Manage or Manage v2? This article is about Manage v2. The original Manage page shows the same requests, sorted by status. See Introduction to Manage tab.
Manage and Manage v2 compared
Manage | Manage v2 | |
Requests grouped by | Status: Open, In progress, Processed | Next step: Label errors, Action needed, Claims and more |
Best for | Following requests through their status | Finding what needs your action now |
Both pages show the same requests, and changes you make in one show in the other. To open Manage v2, click Manage v2 in the sidebar. To go back, click Manage.
How requests are organized
Each tab holds the requests that need the same next step. Requests move between tabs automatically as their status changes. The number on each tab shows how many requests it holds for the selected date range.
Tab | What you'll find | What to do |
All | Every request that isn't processed yet. | Get a full overview of open work. |
Label errors | Requests where the shipping label failed. | Fix the error and click Retry. See "Fix label errors" below. |
Action needed | Requests that need manual handling: inspection Not OK, refund, store credit or exchange errors, or claims to approve. | Open the request, check what's blocking it, and resolve it. |
Claims | New and in-progress claims. | Send the return label, follow the tracking, and approve to create a replacement order. |
Delayed requests | Requests that have been In transit, Received or Inspected OK for more than 14 days. | Check with the carrier or warehouse, or process the request manually. |
Inspected OK | Returns that passed inspection and are ready to refund, store-credit or exchange. | Process them. With yayloh automation on, this happens automatically. |
Processed | Completed requests. | No action needed. Use it to look up past requests. |
Each tab shows the columns that matter for that step, so the columns change as you switch tabs.
Work with requests
These tools work the same way in every tab.
Date range: set Request date from and to at the top. All tabs and counts follow this range.
Search: find a request by order number or customer, using the search bar next to Custom list.
Custom list: paste a list of order numbers to see only those requests.
Filters: click Filters to use a smart filter or build your own, including Has customer comment. See Filter return requests in yayloh.
Assign: click the circle in the Assign to column to assign a request to yourself or a teammate.
Process several requests at once
Tick the checkbox next to each request, or tick the header checkbox to select all.
Choose an action, such as refund or send store credit.
Confirm.
Requests that can't be processed are skipped and stay in their tab.
Open a request
Click the order number to see the order details, notes and transaction history. From there you can:
Fix the delivery or return tracking: click the pencil icon next to it, for example to fix a label error caused by a missing delivery carrier. See Edit tracking information on an order.
Follow up with the customer: click Push to Inbox to handle it in yayloh Inbox, or create a ticket in Zendesk or Gorgias.
Read more in Viewing return order details.
Fix label errors
When a shipping label fails, the request shows Error in the Shipping label column.
Open the Label errors tab.
Hover over ⓘ next to Error to see why the label failed.
Fix the cause. Shipping label error troubleshooting lists the common errors and how to fix them.
Click Retry. Once the label is created, the request leaves the Label errors tab.
Can't fix it yourself? Click Helpdesk to find more help or contact us.
Frequently asked questions
Where are the Open and In progress tabs?
Manage v2 groups requests by their next step instead of their status. To see requests by status, use the original Manage page.
Why don't the tab counts add up to the All count?
A request can be in more than one tab at once. For example, a request with a label error also appears in All, and can be in Action needed too.
Do I need automation to use Manage v2?
No. With yayloh automation on, requests in Inspected OK are processed automatically. Without it, you process them from that tab.
Coming soon
Summary cards at the top of the page will show how many requests are in transit, received and inspected for the selected date range.