Every return order has two kinds of tracking information. You can add or correct both yourself, for example to fix a label error or to follow a return sent with a new label.
Delivery or return tracking?
Delivery tracking | Return tracking | |
What it is | The parcel you sent to the customer | The parcel the customer sends back to you |
What yayloh uses it for | Choosing the return carrier | Following the return and updating its status |
Edit it when | The label fails because the delivery carrier is missing or unknown | The customer ships the return with a different or new label |
Edit the delivery carrier and tracking number
yayloh often picks the return carrier based on how the order was delivered. Occasionally, that delivery information doesn't come through from your store. You'll then see N/A next to the delivery carrier or tracking number, and the label 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 can edit it in two places. Both update the same order.
On the order page
Search for the order and open it.
Next to Delivery carrier, click the pencil icon. This lets you edit both the carrier and the tracking number.
Type the delivery carrier and the delivery tracking number, then save.
In the order details panel
On the Return management page, click the order ID.
In the side panel, select Customer's summary.
Next to Original delivery, click the pencil icon.
Type 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.
Edit the return tracking number
If the customer ships the return with a different label, for example one you created on the Labels page, add the new tracking number so yayloh can follow the return.
From Return management
Find the order in the list.
In the Shipping label column, hover over the row and click the pencil icon.
Select the shipping carrier, enter the tracking ID, and click Save.
On the order page
Search for the order and open it.
Next to Tracking Number, click the pencil icon.
Enter the tracking number and save.
Click the tracking number at any time to follow the parcel.
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.