Report a problem: damaged, missing or wrong items
How shoppers report an order that went wrong, how photo checks work, and where to set the limits.
Not everything that comes through the portal is a return. Sometimes the parcel arrived damaged, something was missing, or it never turned up. After finding their order, shoppers can choose Report a problem to tell you about it.
What the shopper does
They pick what went wrong, select the items affected, describe it, and add a photo if it's damage. A photo isn't always required but the portal encourages one because it speeds things up.
For a damaged item you can offer two ways out: keep it and get some money back, or send it back for a full refund. For many products the first is cheaper for you and easier for them.
They finish with a claim reference and a note to keep the item and packaging until it's resolved.
How photos are checked
If AI damage analysis is on, Yoyo looks at each photo and judges whether it shows the damage described and how bad it is. Clear, low-value cases can be approved straight away. Anything it's unsure about comes to you.
The settings are under Settings → AI & Automation:
| Setting | What it does |
|---|---|
| Enable AI damage analysis | Turns photo checks on or off. When off, every claim comes to you. |
| Confidence floor | If Yoyo is less sure than this, the claim goes to you. |
| Auto-approve max value | Claims above this amount always come to you, even when the damage is obvious. |
| Require camera metadata | Rejects photos that don't carry normal camera information and asks for a retake. Useful against reused or downloaded images. |
On your side
Claims appear on the Returns page with the photo, the description and Yoyo's assessment. You approve or reject them the same way as any return.
Good to know
- If you want a photo on every damage claim, add a rule: "anything reported as damaged needs a photo".
- Approving a claim refunds the customer. Claiming the cost back from your carrier is still between you and them. The photos and description on the return are useful evidence for that.