This issue may arise from several factors, so it's important to examine them first:
Incorrect Email ID and/or Order ID
a. 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.
b. 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.
a. By default, yayloh only imports orders with the statuses “fulfilled”, “closed” or “completed” in the OMS (WooCommerce, Shopify, or Centra).
b. 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.
The order is older than the allowed return period.
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
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.