How do refunds work?
Refunds in yayloh are managed through your OMS (Shopify, Centra, or WooCommerce). yayloh communicates the specific product return details to the OMS, which triggers the refund process. Occasionally, the OMS may block the refund, generating an error message that is displayed to customer support handling the refund.
Why can’t I refund an order?
There can be several reasons why you may be unable to refund an order:
Refund value exceeds order value: The refund amount cannot be higher than the original value of the order.
No refund method attached: For exchange orders being returned, a refund method might not be linked to the order.
Customer paid by discount code: Refunds cannot be processed for amounts covered by discount codes.
Payment solution restrictions: The payment solution being used may have restrictions or technical issues affecting the refund.
Product already returned: If the product has already been returned in your back office, this could prevent further refunds.
If one of these issues applies, manage the refund manually via your OMS back office. If you are unsure about the error, please contact our support team for further assistance. In some cases, it may be recommended to reach out to your OMS customer support to resolve the issue.