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Exchange to place a new order
Exchange to place a new order

Everything about the new exchange feature that allows your customers to directly place an exchange order via yayloh return flow.

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

This feature enables end customers to choose a replacement product and initiate an exchange when completing the return form. Customers are also informed about product availability for exchange. Customers can opt for exchanges limited to variants of the same product with identical prices.

Note: This is a add on feature, please reach out to the support team to update your subscription to get started with it.

How to setup this feature?

  1. Select an Exchange flow:

    1. When a customer registers an exchange via the yayloh return form, yayloh offers two flows:

      1. Automated exchange flow: yayloh directly place a new order in your backoffice.

      2. Draft order/ Approve exchange flow: yayloh creates a new order in your back office only upon your approval. You can choose to approve it either manually or automated approval based on a chosen shipping tracking status.

  2. Configure your OMS:

    1. For Centra Customers, please generate a token for us (Read how) from your centra admin & Reach out to the yayloh support team with your preferred flow at support@yayloh.com

    2. For Shopify customers: Reach out to the yayloh support team your preferred flow at support@yayloh.com.

  3. Select the best book-keeping process based on your OMS (Read more)

  4. Choose whether yayloh claims your stock in your OMS upon creating a new exchange order.

How does the feature works for the customers?

Exchange flow

To place a exchange order using the yayloh Return Form, customers must follow these steps:

  1. Select between options.

  2. Select return reason.

  3. Select the alternative from the drop-down.

    1. If your inventory is configured to continue selling when out of stock, the drop down will show variants which are out of stock.

    2. If the variant is out of stock, we do not read it from your back office. Therefore, we will not display the out-of-stock variant at all. The end-customer can go back and opt for a return - refund.

  4. Review & check the requested selection.

  5. Submit.

Preview:

The process on yayloh back-office:

The process in the back office changes based on the selected exchange flow.

Automated exchange flow: Directly place a new order.

Once the exchange request is registered, a small tag stating "The exchange order is placed" will be visible on the dashboard.

  1. The new order placed will be cross-referenced to the return request of the original order.

  2. Once the original product is returned, you can mark the exchange request as "approved" on yayloh dashboard, to move it to processed.

Draft order exchange flow: Place a new order only on approval.

Note: You can opt to automate the approval process (step 2-3) at a shipping tracking status of your choosing e.g. yayloh approves exchange request and places a new order in your OMS when the original product is in-transit.

  1. Once the exchange request is registered, we saved the requested variant data in yayloh back office as a draft order.

  2. On the yayloh dashboard, customer support can manually approve the new exchange order creation based on a trigger of your choice - original order in transit, original order inspected by warehouse, e.t.c.

  3. Next to the approval step, you will also find the current stock level for the product.

  4. Once you approve the exchange order creation, a small tag stating "The exchange order is placed" will be visible on the dashboard.

  5. The new order placed will be cross-referenced to the return request of the original order.

  6. Once the original product is returned, you can mark the exchange request as "approved" on yayloh dashboard, to move it to processed.

Note: We show stock level if it's below a threshold. This threshold can be configured per account level.

The process on OMS back-office:

Note: By default, the new exchange orders numbering with the following format EXC-O-{original order name}. The format and pre-fix can be changed on request.

The process in shopify back-office:

yayloh writes the information related to the requested exchange on Shopify back office as well. We make the following updates on your shopify back office:

Note: If Shopify is your master of stock, please notify the team accordingly. In this scenario, we will adjust our default setting, meaning that product inventory will be deducted when an order is created

  1. When a customer registers an exchange via the yayloh return form, yayloh create's a new unfulfilled order in your Shopify back-office.

  2. You have the option to select one of the two payment methods for the newly created exchange order:

    1. Marked as paid

      Or

    2. Create a 100% discount on the order

  3. For the newly created order we add:

    1. A note with the reference of original order and email ID of the customer

    2. A tag "yayloh-exchange-order" to the new order

    3. Information related to order creation on the order timeline.

The process in centra back-office

yayloh writes the information related to the requested exchange on Centra back office as well. We make the following updates on your Centra back office:

  1. When yayloh creates a new order in Centra, it will have the status: pending.

  2. The new order has a payment type selected as "Free".

  3. For the newly created order we add a comment with the information of the original order for cross referencing purpose.

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