If a customer didn't get their return label, check these in order.
1. Is the return registered?
Search for the order in yayloh. If you can't find a return request, the customer hasn't registered one yet. A label is only created after registration.
2. Was the return registered in the in-store form?
Returns registered through the in-store form don't get a label, since they're meant to be handed over in the shop. To send the customer a label anyway, create one on the Labels page. See Generate return label and commercial invoice on demand.
To register a new return that should get a label, use the regular return form.
3. Is it a claim waiting for review?
If you review claims before sending a label, the label is only created once you approve the claim.
4. Did the customer choose a drop-off in store?
If you use the Return checkout module and the customer chose to drop off the return in store, no label is created.
5. Does the label show an error?
Check the Shipping label column. If it shows Error, hover over ⓘ to see why. See Shipping label error troubleshooting.
If the error says "No default route found", no carrier is set up for the customer's country. Add it under Settings > Carriers & Routes. See Carriers & Routes: how it works.
6. The label was created, but the customer didn't get the email
Ask the customer to check their spam folder.
Check that the email template is turned on. See Settings: E-mail templates.
Download the label from the order and send it to the customer yourself.
Several customers missing labels on the same day? Contact us right away.