Common problems and how to fix them

Most problems have one of a small number of causes. Find yours below.

"Could not find that order"

The shopper typed an order number and email and the portal couldn't match them.

• A different email address. This is almost always the cause. They checked out with a work address, an Apple "Hide My Email" address, or a partner's account. Look the order up in Shopify and tell them which email is on it, or suggest Find by email with each address they use.
• The order number format. If your order numbers have a prefix or suffix, such as VELA-1042, they need to type the whole thing.
• The order is very new. Give it a minute and try again.

The verification code never arrives

Find by email sends a 6-digit code that lasts 15 minutes.

• Ask them to check spam and promotions folders.
• Check they typed the address they used at checkout. A typo means the code goes nowhere.
• They can always use Enter order number instead, which needs no code.

"Returns aren't set up here yet"

Your portal isn't live. Open Yoyo and finish setup. A banner at the top has a Resume setup button.

An item is greyed out

The shopper can't select an item. The reason is shown under it. Usually it's one of these:

• It's outside your return window.
• It's tagged as final sale or non-returnable, or made final sale from the Intelligence page.
• It has already been returned.
• It's part of a bundle that has to come back whole.

If you want to make an exception for one customer, there's no override inside the portal. The simplest route is to handle it as a refund on the order in Shopify.

No return options for a customer's country

The shopper sees "We can't collect from your address yet" or is told to post it back themselves. Return carriers only collect in their own country, so a UK carrier can't serve a customer in France. Either connect a carrier for that country, or add a regional policy for it with shipping set to Customer arranges. See how return shipping works.

A return shows "No label"

The return was accepted but the label couldn't be made. The customer has been told it will follow by email. Open the return and click Generate label. If it fails again, the usual causes are:

• You've reached your monthly label cap. Raise it under Settings → Shipping & Carriers → Label & budget.
• Your carrier login has changed. Click Edit setup on the carrier, paste the new key, and use Test.
• The customer's address is incomplete. A missing postcode or house number is the usual culprit. Check the address on the order.
• A market is missing details. For PostNord and Bring, each country needs a customer number and return address.

A payment was declined

That decision comes from the customer's bank, and neither you nor Yoyo can see why. They can try again with another card. Nothing is submitted or charged until a payment succeeds.

A refund failed

The return stays Approved and the card shows what went wrong, with a Retry refund button. If it fails twice, refund the order from Shopify admin. The most common cause is an order old enough that the original payment can no longer be refunded.

Emails aren't arriving

Return emails are sent through Klaviyo. Check three things: Klaviyo shows Connected under Settings → Email Notifications, the events show as Active, and the matching flow in Klaviyo is set to Live and not Draft. Then use Test to send yourself one. See Klaviyo.

The Yoyo admin asks me to choose a plan

Your trial has ended, or a charge wasn't approved. Pick a plan to get back in. Your customer portal keeps working in the meantime, and nothing you set up is lost. See plans and your free trial.

Still stuck?

Click the chat bubble in the corner of the app, or email support@yoyoreturns.com. A person answers, and it helps if you include the order number.