If a return label fails because yayloh can't find how the order was delivered, you can now add or correct the delivery carrier and tracking number yourself, then retry the label. No need to contact us.
When to use this
yayloh often picks the return carrier based on how the order was delivered. Occasionally, that delivery information doesn't come through from your store. The label then fails with an error such as:
Carrier same as delivery not found in shipping rulesCarrier not found in metadataFailed to get carrier of choice"The shipping label generation failed because the carrier is unknown"
"…because the carrier used is not recognized for the delivery address"
"…because the outbound tracking number linked to the return is invalid"
You'll usually see N/A next to the delivery carrier or delivery tracking number on the order.
Edit the delivery information
You can edit it in two places. Both update the same order.
On the order page
Search and Open the order.
Next to Delivery carrier, click the pencil icon.
Enter the delivery carrier and the delivery tracking number, then save.
In the order details panel
Click on the order ID on the return management page.
On the side pane > Select customer's summary.
Next to Original delivery, click the pencil icon.
Enter the Carrier and Tracking no., then save.
Then retry the label
Once the delivery information is saved, click Retry in the Shipping label section. yayloh now picks the right return carrier and creates the label.
Delivery tracking or return tracking?
An order has two tracking numbers. Make sure you edit the right one:
Delivery tracking number: the parcel you sent to the customer. yayloh uses it to choose the return carrier. That's what this article is about.
Tracking Number (return): the parcel the customer sends back to you. To change it, see How to manually add tracking ID to the return orders in yayloh?
Requirements and limitations
Only this order is updated. Other orders aren't affected.
Delivery information missing on many orders? That may point to an issue with how orders are imported from your store. Contact us so we can look into it.