Why returns pile up
Returns are part of selling online, especially in apparel, jewelry and gifts. Each one means checking the order, the return window and the product rules, then creating a label and starting the refund. Done by hand, that's several emails for your team and days of waiting for the shopper.
- Every return needs a policy check
- Labels and refunds live in different tools
- Slow refunds lead to angry follow-ups
How Yuma handles returns
Yuma finds the order in Shopify, checks it against the return window and product rules in your Handbook, and picks the outcome your policy allows: a refund, store credit or an exchange. If the return is eligible, it creates the return label, explains the next steps and starts the refund or credit, all in one reply. With Loop Returns, it creates the return there.
Edge cases, like a damaged item outside the window, go to your team with the order and conversation attached. Shoppers who want another size instead get an exchange.
| Request | What Yuma checks | What the shopper gets | Hands off when |
|---|---|---|---|
| Change of mind | Return window, product rules | Return label and refund or credit | No handoff needed |
| Wrong fit | Return window, stock | An exchange or a refund | No handoff needed |
| Damaged item | Order details, damage policy | The next step from your policy | A claim or inspection is needed |
| Outside the window | Order date against your policy | A clear answer and any options | You allow exceptions case by case |
A gift that didn't suit
Lea receives a jacket as a gift and decides it isn't for her. She writes in to return it. Yuma confirms the order is inside the return window, creates the return label and tells her the refund goes back to the original payment once the parcel is scanned, as your policy says. The ticket closes without an agent.
Benefits
01Speed
Refunds in one reply
Shoppers get the policy check, label and refund confirmation in one answer, at any hour.
02Deflection
Fewer follow-ups
A clear label and refund timeline stops the "where is my refund?" email.
03Focus
Your team on real exceptions
Agents only see damaged items and exceptions, with the order and history attached.
04Consistency
One returns policy, every channel
The same return rules apply on email, chat, social DMs and phone, so every shopper gets the same answer.
Yuma
Step by step
- 01
Find the order
Yuma matches the shopper to the order by email, order number or phone. - 02
Check eligibility
It checks the return window, the product rules and the reason for the return. - 03
Apply your policy
It follows your Handbook to choose a refund, store credit or an exchange. - 04
Create the label and start the refund
It creates the return label and starts the refund or credit under your rules. - 05
Confirm or hand off
The shopper gets the next steps in your brand voice, and edge cases go to your team with context.
