This issue may arise from several factors, so it's important to examine them first:
Incorrect Email ID and/or Order ID
The email ID and order ID fields must be exact matches when filling out the return form. Customers should ensure they input the correct information without any typing errors for the system to function properly.
Another common issue is the order number format. Some stores require order numbers to include specific prefixes or formats, such as "n° 18759." Customers should ensure they enter the order number exactly as required by the store's configuration.
Some customers may make typing errors during the purchase. In such cases, entering the correct email ID may still result in an “order not found” error.
The order was not imported in yayloh.
By default, yayloh only imports orders with the statuses “fulfilled”, “closed” or “completed” in the OMS (WooCommerce, Shopify, or Centra).
Sync failures between Yayloh and the OMS are common in most integrations. We proactively run re-imports when this occurs or when retailers report it.
When customers search for an order that hasn’t been imported, the system triggers a manual import for that specific order. This process resolves occasional timeout errors and ensures the order is available for return registration.
The order is older than the allowed return period (read here about return, exchange and period validity periods.)
Your category might be marked as blocked. If your category is marked as blocked, customers will not be able to register any returns. Find more on Blocked Returns here: Blocked Returns
The order might be from a blocked return period (Blocked return windows are set up in settings > returns > Block date ranges as explained here)
Troubleshooting Steps
If a customer reports an issue with order recognition, follow these steps to resolve it:
Step 1: Verify if order is imported Order Details
Search for the order ID in the yayloh Backoffice.
If the order appears in yayloh Backoffice, it has been imported, and the return can be registered.
Step 2: Check Order Number and Email Address
Confirm that the customer is using the correct order number, including any required prefixes or specific formats.
Ensure the customer is using the same email address associated with the order in yayloh. If not, you can edit the email ID in yayloh locally as explained here.
Step 3: Handle Missing Orders
If the order isn’t found in yayloh at all during step 1, check the order in your ecommerce platform (centra, shopify and woocommerce) is marked fulfilled / completed / closed. If not, update the order to the required status fulfilled / completed / closed. The order will get imported within a few minutes.
If not, escalate the issue internally to trigger a manual import of the order.
Once the order appears in Yayloh, guide the customer to register the return using the return form.
Best Practices for Preventing Issues
Ensure your yayloh return form order number textbox watermark shows the order number correct format, including any required prefixes. Watermark should ideally read - Enter order number EN1234
Educate customers on the importance of using the correct order number and email address when registering returns. We recommend using the pre-filled one click return form links to reduce the need for customer to type in their order number and email id for authentication. These can be added to the order confirmation emails.
For any other rare cases that arise, please contact us directly via the in-app support chat or email us at support@yayloh with the order ID. We understand the inconvenience and are continually striving to minimize import errors.