Introduction:
When a customer submits an exchange request, yayloh can initiate a new order in your Shopify or Centra back office under two circumstances:
Manual validation of the order by you.
Automatic validation triggered by an event of your choice, such as immediately upon request, when the original product is in transit, upon receipt, or after inspection.
Note: If you opt for automatic validation as described in point 2, you always retain the option to manually validate if needed.
Option 1: Manual Validation Process from yayloh Dashboard:
When a customer submits an exchange request, they can only select products that are in stock.
The exchange request appears on the "Open" tab in the yayloh dashboard upon registration.
Upon opening the order in yayloh:
You will find options to "Approve" or "Reject" the exchange request.
A warning displays if the product is low in stock, with the ability to configure the low-stock threshold in the yayloh back office, considering variations in brand inventories.
Information regarding both the newly requested exchange product and the original product being returned is available.
If you choose to approve the exchange request:
yayloh adds a comment to the order indicating the timestamp and the name of the approving person.
A tag labeled "A new exchange order is placed" is appended to the order on the dashboard.
yayloh generates the new active order in your Shopify or Centra back office, which will be fulfilled through your regular process.
If you choose to reject the exchange request:
yayloh adds a comment to the order with the timestamp and the name of the person who rejected the request.
Once the request is either approved or rejected, and you are ready to close the request (typically upon receipt and inspection of the original product), click on "Processed." You have the option to leave a message/comment for yourself and mark the request as processed.
This action moves the request to the "Processed" tab, signifying its closure.
Once the new exchange order placed in your Shopify/Centra is fulfilled, yayloh cross-references it with the exchange request for your convenience.
Option 2: Automatic Validation Process from yayloh Dashboard:
yayloh automatically approves exchange requests based on your chosen criteria every 6 hours. Approved requests generate new orders in your Shopify or Centra back office. In yayloh back office we add a comment with the timestamp.
If a product is out of stock when approved, yayloh can't create a new order and adds a comment in the order for you. You'll need to handle these manually. You can also issue store credits or refunds through yayloh.
Note: If you opt for automatic validation as described in point 2, you always retain the option to manually validate if needed.
After approving or rejecting a request and completing necessary steps like receiving and inspecting the original product, click "Processed." You can add a comment and mark the request as processed.
"Processed" tab indicates completed requests.
yayloh verifies fulfilled exchange orders with the original request in Shopify/Centra for your ease.
Best practices:
When handling exchange requests manually, consider moving them to the 'in-progress' tab upon registration. This ensures you are aware of pending requests that require approval upon receipt or inspection of the original product.
If you observe that a variant is low in stock and the customer has a good return history, consider approving the order ahead of time to enhance the customer experience.
Always remember to mark exchange requests as processed once they have been handled and no further action is needed.
Good to Know:
yayloh will issue a warning if you attempt to refund or issue a store credit for any order with at least one exchange request. While there may be cases involving both returns and exchanges, such as refunding a return and approving an exchange, ensure that refunds are not mistakenly issued for exchange requests. This action is irreversible.