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Why cannot customers fill out the return form?
Why cannot customers fill out the return form?

Troubleshoot customer complaints related to "order not found"

Vineeta Pendse avatar
Written by Vineeta Pendse
Updated over a month ago

There are common reasons why your customers cannot fill out the return form:

  1. The Email ID and/or the order ID are wrong.

    1. The fields that need to be an exact match while filling out the return form are the email ID and the Order ID. It is important that the customer inputs the correct information without any typing errors for the system to work properly. Search for the order in yayloh to verify it has been imported.

    2. Some customers, make typing errors during the purchase itself. In this case, when filling in the correct email ID gives them an “order not found” error. Please update the email address in yayloh allow them to register the return.

  2. The order was not imported in yayloh.

    1. By default, yayloh only imports orders that have the status “fulfilled”, “closed” or “completed” in the OMS (Woocommerce, Shopify, or Centra).

    2. Failure of yayloh<>OMS sync - This is common in most integrations. In this case, we run re-imports preemptively and when retailers report it.

  3. The order is older than the return period validity permits.

Troubleshooting

How you can support your customers efficiently:

  1. We recommend attaching pre-filled return form links to the order confirmation emails (learn more). This would reduce the questions coming in by almost 50%.

  2. In case of errors in their email ID, you can always edit the email ID on the yayloh dashboard and resend the shipping label or request a refilling of the form (See how).

  3. Download the shipping label from the yayloh dashboard and share it independently via your CRM channel.

  4. For Gorgias and Zendesk users, you can create tickets from yayloh or find yayloh widgets (Gorgias only) to reply to customers more efficiently.

  5. Check the order date and compare it to the return period validity.

How yayloh tries to mitigate these failures:

  1. We keep deploying fixes that make the import process bug free.

  2. If requested, we can also import all orders regardless of the order status. But do remember, we import orders only once, so any changes made in your OMS after we import the order will not reflect in yayloh.

  3. Preemptively, we keep a log of the number of hits and misses per retailer and run re-imports every other day. See the graph below for reference.

    Return from hits and misses heatmap

However, there will always be a few edge cases, which will have to be handled by us. In these cases, do reach out to us via the in-app support chat or send an email to support@yayloh with the order ID.

We recognize that this is an inconvenience and are iteratively working towards the goal of reaching zero import errors.

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