Managing claims is an essential part of handling returns and exchanges efficiently. Since each business has unique needs, yayloh offers multiple configuration options to streamline claim management.
Registration of claim requests:
Separate 'Claims' as a Return Type:
Categorizes claims separately from standard returns for easier processing and analytics. Ideal for merchants using automated refund processes, as claims are usually excluded from automation.
Use 'Claims' as a Return Reason:
All returns, including claims, are grouped under a single return type. Reduces misuse since customers must pay a refund fee unless adjusted at the support level. Simplifies data management by consolidating transactions.
Manually Register Claims via Helpdesk or Email:
Suitable for businesses handling a low volume of claims. Managed through customer support channels like email or chat.
Handling shipping labels for claim requests:
There are multiple ways to manage shipping labels for claims.
Note: To set up option 1 or 2 please reach out to support@yayloh.com.
No Return Label Generated:
Used when the product does not need to be returned. A full refund or replacement can be issued instead.
Return Label Sent Only After Approval:
Used when claims require review before approval (e.g., checking submitted images or speaking to the customer).
Return Label Sent Immediately:
Suitable for businesses that accept claims without requiring approval.
Manual Label Generation:
Merchants managing claims or warranty externally can manually generate and send return labels via yayloh’s settings page.
Email Notifications for claim requests:
yayloh does not have dedicated email templates for claims. Instead, claim requests follow the same email templates used for returns and exchanges. The email content varies based on whether a return label is generated.
For regions where return label generation is enabled:
If you use the 1 or 2 shipping label option, customers first receive the 'return received' notification. If option 2 is used, customers will receive a 'return received with shipping label' notification once the claim is approved.
Klaviyo Integration for Customized Communication
Retailers using Klaviyo can modify email templates to exclude the return label download button or personalize the message based on claim-handling needs.
This allows for more controlled communication around claims. Labels can be sent or withheld according to selected processes.
To set up Klaviyo integration follow the steps here.
Resolution of claim requests:
After processing a claim, merchants can choose one of the following resolutions:
Shopify only: Place a new order for the same variant through yayloh. The process works similar to processing exchanges to place a new order flow. To set this up please reach out to support@yayloh.com.
Issue a refund or store credit to the customer.
Close the request without any resolution in yayloh and handle it externally.
Notes:
Claim requests are never automated. They need to be resolved manually.
For further assistance, contact support@yayloh.com.