Skip to main content

Overview of Claim Handling Options in yayloh

Learn the difference between displaying a simple claim submission button and enabling an advanced replacement order flow in yayloh.

Written by Vineeta Pendse

Understanding Your Claim Options

In yayloh, you can handle customer claims using one of two approaches:

Option 1: Simple Claim Button (Immediate Label)

  • Portal Setup: Adds a "Claim" button to your return portal. Customer comments and photo uploads are mandatory upon submission.

  • Label Delivery: The return shipping label is generated and emailed to the customer immediately upon registration (no manual approval step).

  • Notifications: The customer receives yayloh's standard Return_Received email automatically (or custom event triggers via Klaviyo).

  • Available Resolutions: Limited to Refund, Store Credit, or Reject / Close Request.

Option 2: Advanced Claim Flow (Replacement Orders & Held Labels)

  • Portal Setup & Approval: Holds claims for support team review before issuing a return label.

  • Replacement Orders: Automatically creates a replacement order for the identical product variant (configured via Direct or Draft order settings).

  • Available Resolutions: Full flexibility to offer Replacement Orders, Refunds, Store Credit, or Reject / Close Request.

Customer Email Notifications

  • yayloh Default Emails: For standard claim button setups, customers receive the Return_Received_shipping_label template immediately upon submission. For held claim flows, they receive Return_Received first, followed by the shipping label email only once approved.

  • Klaviyo Integration: Connect Klaviyo to trigger custom notifications based on claim events and dynamically control whether shipping label download links are included.

Resolving Claims in yayloh

Depending on your chosen flow, claims are resolved in your dashboard via:

  • Refund or Store Credit: Issue funds back to the original payment method or grant store credit.

  • Reject / Close Request: Reject the claim without issuing a refund, credit, or replacement order.

  • Replacement Order: Create a new replacement order with the same variant for the claimed item in your Shopify or Centra (Requires Option 2 / Advanced Claim Flow setup).

Notes:

  1. Claim requests are never automated. They need to be resolved manually.

  2. Gorgias and Zendesk integrations can be used to create tickets and start a conversation with the customer in the selected service's back office, if needed.

  3. For further assistance, contact support@yayloh.com.

Related Articles
Did this answer your question?