The in-store form lets your staff check in a return at the counter and process it on the spot. Customers don't log in; staff fill in the form with them.
Only need to correct a request, without the customer handing over the items? See Edit a return request in the in-store form.
Open the in-store form
Click the bag icon (In-Store) in the left menu.
Two situations
The customer registered the return online: the request is already in yayloh. Check it and process it.
The customer walks in without registering: register the return from scratch in the same form. Select the products, the return type and the reason.
Either way, always use the in-store form, so yayloh knows the items are back in your hands.
Process a return in the shop
Enter the customer's order number (without #), tick the privacy policy box, and click Continue.
Check each item. Click Customer info to see who you're serving. Then continue to the next page.
If you use the Return checkout module, choose how the parcel comes back, for example Boutique drop off. Otherwise, skip this step.
Under Select Action, choose Process in-store return. This marks the items as received and inspected.
Choose your store from the Store name list. Store missing? Add it under Settings: Stores & Warehouses.
Click Submit.
The customer registered an exchange but swaps the item in the shop? In step 2, change the exchange to a return, and place the new order in your own POS. yayloh then handles the return automatically. See Edit a return request in the in-store form for how to change items.
What happens next
After Process in-store return, the return gets an in-store tag and the items are marked Inspected OK. Each submission also adds a comment to the return order, showing who made the change.
Returns: your refund or store credit automation processes them. Without automation, process them from the dashboard.
Exchanges: the new order is created and shipped from your warehouse.
Claims: see below.
Claims (faulty or damaged items)
Automation can't decide how to handle a claim. After registering it, search for the order on the dashboard and choose a resolution:
Create new order: approve the claim and ship a replacement from the warehouse.
Refund or store credit: pay the customer back. Reject the new order creation on this screen.
Reject: the item doesn't qualify. Reject the new order creation and choose Reject from the refund dropdown.
Is it not really a claim? Change it to a return first, so automation handles it.
Good to know
Once a request is resolved and processed, it can't be changed in the in-store form anymore.
Orders placed in the shop: with Shopify POS, find them by order number as usual. Without Shopify POS, yayloh can't find in-shop orders.
Need a different resolution, such as store credit instead of a refund? See Change how a return is resolved.