In this case, the customer's return can be found in the yayloh dashboard, it will be in the open status tab.
Our customer's process returns in two ways if the customer has registered the return:
The In-store staff processes the return and refund as well.
There are no special steps to take in this case you can go ahead and start processing the returns. i.e. start from step 3 and skip steps 1 and 2.
The In-store staff does processes only returns while the customer support team processes the refund. In this step, the store employees, need to reregister the return request using the instore return tab (Step 1 and 2) on their yayloh dashboard and select a store that the item is returned at. This helps communicate and hand off the returns to the customer support executive. Then the customer support team can process the returns (step 3).
Step 1:
On the left column in the yayloh dashboard, select the bag icon for registering in-store returns through the in-store return form.
Step 2:
The process to fill in the in-store return form is as follows:
In the text box, remember to fill in the order number of the returned product. The order number can be found on the order confirmation email, customer account, or the invoice of purchase.
If the customer does not have a code and has placed the order in store, there are two scenarios,
if you are using Shopify POS, then we can retrieve the order with the order number and the process will remain the same.
If you are not using Shopify POS, then yayloh does not retrieve the order. Adopt the right return process accordingly.
If your orders have # before the order number, type in only the numerical code.
Select the product your customer wishes to return.
Select a return type (exchange, claim, return) based on the available options.
Select a return reason & add comments if necessary.
At the end of the page select the store you are returning from.
Press submit.
After the return is registered as in-store, it will show up with a small "in-store" tag on the yayloh return management platform. From there it is ready to be processed (Refunded or store credit) by either customer service or your store personnel, based on your internal processes.
Step 3: Processing returns
After the return is registered as in-store, it will show up with a small "in-store" tag on the yayloh return management platform. From there it is ready to be processed (Refunded or store credit) by either customer service or your store personnel, based on your internal processes.
Make in progress
Select the Home tab from the left column.
Click on the magnifying glass on the top left corner of the dashboard and type in the order number (only numerical) in the box.
Click enter on your keyboard.
Select the order from the drop-down.
Check the order & click on the green “Make in progress” button.
Processing refunds
Open the order page as mentioned before.
Check if the requested refund method if it is refunded. You can overwrite to refund if required.
Click confirm.
Select the store where the product should be restocked.
Check the amount to be refunded.
Click Apply, click on ok, and refund will be processed.
If there is a Red alert message, the customer must obtain a store credit. This means that the customer paid using a gift card, then you need to send them a store credit only.
Processing store credit refunds
Open the order page.
Check if the requested refund method if it is store credit. You can overwrite to store credit if required.
Click confirm.
Select the store where the product should be restocked.
Check the amount to be sent as store credit.
Click Apply & the store credit code will be generated and sent to the customer.