Edit a customer's return request in the in-store form, item by item, so the request matches what the customer actually wants. Automation can then handle it correctly.
Is the customer in the shop handing over the items? Follow In-Store Returns: Staff Action Guide instead.
When to use it
The customer registered an exchange, but swaps the item in the shop. Change the exchange to a return, and place the new order in your own POS.
The customer registered a claim, but it's really a return. Change the claim to a return, so automation handles it like any other return.
The customer wants an exchange instead of a refund, shipped from your warehouse. Change the return to an exchange.
Something else needs correcting, such as the reason or the refund method.
Open the request
In the yayloh dashboard, open In-Store in the left menu.
Enter the order number (without #), tick the privacy policy box, and click Continue.
You'll see each item in the return request. Changes are saved per item, so other items stay as they are.
Change an exchange to a return
On the exchange item, click the ⇄ icon and choose Return.
If you're asked to choose between Store-credit and Refund money, choose the one the customer wants. This pop-up only appears if it's enabled for your account.
Fill in the return details: reason, tags, comments and photos.
When you save, the draft order for the exchange is cancelled automatically.
Change a claim to a return
On the claim item, click the ⇄ icon and choose Return. Then fill in the return details, the same way as above.
Change a return to an exchange
On the item, click the ⇄ icon and choose Exchange.
Enter the reason for the exchange, then click Step 2.
Choose the replacement: the same item in another size, or a different product.
Select the size and click Request exchange order. yayloh creates the order for the new item, which ships from your warehouse.
The item now shows the new product, with the original crossed out.
Other changes
Change the return details: click Edit return to update the reason, tags, comments, photos, or the refund method if your account offers a choice.
Several of the same product: each item is handled separately, so one can be exchanged and the other refunded.
Save your changes
Continue to the next page.
If you use the Return checkout module, choose how the parcel is sent back. Otherwise, skip this step.
Under Select Action, choose Edit request only. This saves your changes without marking the items as received or inspected.
Click Submit.
Each submission adds a comment to the return order, showing who made the change and the request type.
Good to know
You can't remove an item from a request. Every registered item keeps a type: return, exchange or claim. To cancel an exchange for an item, change it to a return.
The customer keeps an item after all? Leave it as a return, and reject it when you process the request. See Change how a return is resolved.
Once a request is resolved and processed, it can no longer be edited in the in-store form.
The refund method applies to the whole request. Changing it for one item changes it for all items.