Before we begin
Before onboarding, we recommend you prepare the following:
Define your communication strategy with customers.
Have a clear return policy.
Prepare the information required during onboarding.
Plan which integrations you'll need once onboarded.
Onboarding steps
Follow these steps to get fully onboarded in yayloh.
1. Set Up Your OMS Integration
Learn how to set up yayloh in your OMS. We integrate seamlessly with Shopify, Centra, and WooCommerce.
2. Choose the Right Plan
Select the plan that best fits your business needs. Choosing the right plan allows you to leverage yayloh’s features to their full potential. Read more here for available plans.
Share with us a list of your current shipping carriers.
During the onboarding you can choose carriers from the available list or add new ones (based on your pricing plan’s carrier limit). Most importantly, please provide credential details in the required format to our team.
4. Customise your digital return form.
We will help you to set up the digital return form to match your brand’s theme, style and colour scheme. After the initial setup you can review the form and make changes.
Upload your logo and images.
Use CSS to style the form (if needed). Go to Settings >> Styles & Banners >> CSS to make changes. If you’re unfamiliar with CSS, yayloh can handle the styling for you.
We have a full guide article for setting up the return form page or an instruction video to help you.
5. Edit you Emails & SMS communications
It’s great to have a defined communication plan before the onboarding in yayloh. Then you can simply adjust the copy in your return request confirmation email to fit your brand's tone. yayloh can help you set up different email templates, especially if you generate shipping labels for multiple countries. Simply provide us with the email text, or, if you use Klaviyo, here is how you can configure it directly there.
6. Define Reasons for Return
Prepare a list of your return types and reasons for customers to choose from, as it must be completed during the onboarding. You can make changes later, but aim to have 80% of the details ready during setup.
💡 Tip: Return reasons are an important part of your business analytics. Therefore, think about what kind of feedback you want to gather when setting up the customer form.
7. Add contact information.
Keep the following details at hand for set up:
Customer support email address
Warehouse information (name, address, country, zip code, city, email, and phone number).
Sender name and email for return notifications
8. Configure Refunds, Store-Credit, and Exchanges
For returns, you can provide special deductions for refunds or offer incentives for store credit. Share this information with us, and we’ll set it up on the backend to automate the calculation and streamline your return process.
For exchanges, yayloh offers multiple configurations. You can set these up directly in Settings > Exchange. We can also automate the approval of exchanges based on your preferences. Please ensure to provide all the necessary details for these setups.
9. Set up warehouse integration.
Your warehouse integration will depend on your current setup.
For Ongoing WMS we would need these credentials to set up the integration
Otherwise we need email IDs of your warehouse team to provide access to the warehouse reconciliation sheet
10. Invite Team Members
Add your colleagues and employees as new yayloh users. You can edit user access based on their role and responsibilities.
11. Integrate with your helpdesk
To make managing customer support easier, yayloh integrates with Zendesk and Gorgias. These integrations help you streamline your support process by connecting directly with the applications you're already using.
Before going live
Once you're fully onboarded to yayloh, check if the system is ready to go.
If you're a Shopify customer, start by processing a test return to review your digital process and troubleshoot any issues. Create a dummy order with a nominal value in your OMS and go through the entire return flow.
Check that return notifications (such as emails or alerts sent to customers) are being triggered correctly.
💡 Tips and best practices
Read the Best Practice Guide on managing your Customer Experience with yayloh.
When writing your return policy, aim to create one that builds customer trust and reduces the need for frequent customer service inquiries. A well-crafted policy helps keep things clear for your customers and your team. For tips on how to write a strong return policy, check out this blog or read our instruction template.
yayloh also offers custom return rules that you can tailor to your requirements. This is an optional feature, but it allows you to automate return actions, including auto-refunds based on the rules you set. If you’d like to set up or activate these features, simply contact us at support@yayloh.com.