Managing claims effectively is an important part of the returns and exchanges process flow for merchants. While there is no one-size-fits-all approach, different retailers have developed various strategies.
Managing claims is a crucial aspect of the returns and exchanges process for merchants. While there is no universal method, retailers have developed various strategies to suit their needs.
1. Claim registration
Claims can be managed in two main ways, each with its own advantages:
Treat 'claims' as a separate return type instead of 'returns' on the return form.
This distinction automatically categorizes claims separately, enabling faster claim management and making claim data more accessible and valuable for business analytics. This approach is recommended if you are automating your refund processes, as 'claims' are typically not included in automation by default.
Disadvantage: Customers might misuse this option if they don't understand the differences between return types.Treat 'claims' as a return reason for the return type 'return'.
This approach minimizes misuse, as customers must pay a refund fee for all returns unless you decide otherwise at the customer support level. It also streamlines data since all transactions are categorized as returns.Manual claim registration through helpdesk or email.
If the volume of 'claim requests' is smaller, they can be managed manually through customer support channels like chat or email.
2. Shipping label management
Although yayloh automatically generates return labels by default, there are several methods for managing their distribution:
Klaviyo integration:
Retailers using Klaviyo can create a separate email template that excludes the download button for the return label, allowing more controlled communication around claims. Labels can then be sent or withheld depending on your process for handling returned items.Label distribution through standard yayloh emails:
If using standard yayloh emails, the return label cannot be hidden. In this case, you can instruct customers to delay dispatching the item until further communication.Post-claim inspection:
Allow customers to send their claims without pre-approving the return label. Inspect the returned items upon arrival before making a final decision on the claim. This is particularly relevant for high-value products.
Manual label generation:
If you handle claims externally, use yayloh's return label settings to manually generate and send the return label to the customer.
3. Claims return period
A common request is to extend the claim registration period. Currently, yayloh does not support this because claims typically involve damaged or incorrect products, prompting customers to return them within the standard return window. Extending this period could lead to misuse.
However, if you wish to offer a warranty on your products and extend the claim period accordingly, yayloh does not currently offer a built-in solution for this.