Replacement requests

When a buyer messages you that an item arrived damaged, was the wrong thing, or was missing from the box, and you decide to send them a new one, you file a replacement request in LASI. A manager checks the shelf and approves it, the new label is bought (in LASI or elsewhere), and the person who filed it is pinged with the tracking number to pass on to the buyer.

Along the way LASI takes the units you send out of inventory as a loss, records the postage, notices buyers who ask again and again, and traces a wrong or missing item back to the packer who sealed the original box.

Managers can give someone the customer service role under Settings → Team. See Your team and roles.

Open Replacements in the sidebar.

trylasi.com/replacements

• Open (the default) shows requests awaiting review and approved ones still waiting for a label. Shipped, Denied and All show the rest.
• Tick Only mine to see just the requests you filed.
• Managers see how many are awaiting review beside the switch.
• Each row shows the request number, customer, TikTok handle, order number, the date it sold, the item, who filed it, the status and when it last changed. Click the number or the customer to open it.
• A chip like 2× buyer after the handle means this buyer has asked before. It turns red for frequent requesters.

trylasi.com/replacements/new

1. 1Open Replacements and press New request.
2. 2Under Customer, enter the Customer name and TikTok username as they appear on the TikTok order.
3. 3Enter the Shipping address exactly as shown on the order: street, apartment, city, two-letter state and ZIP. It goes on the new label. Phone is optional; UPS uses it if delivery needs a call.
4. 4Under Order, enter the Order number, the Date sold and What needs to be replaced (for example "Versace Eros 3.4 oz — arrived with a cracked cap").
5. 5Pick What went wrong?: Wrong item, Missing item, Damaged or Something else.
6. 6Write the Reason — what the customer reported, in their words if you have them.
7. 7Add up to 6 Photos with Add photos. They are shrunk before upload, so phone photos are fine.
8. 8Press Send for review.

Managers are pinged (bell and phone push) that a request needs review. If the ping could not be sent, LASI tells you so you can give a manager a heads-up yourself.

Opening a request shows the customer (with Copy address), the order, what went wrong and the reason, the photos, and a Decision panel. It may also show:

• A repeat-buyer banner, for example "2nd request from this buyer — check before approving", listing their other requests. A buyer is matched by TikTok handle, or by the same name at the same ZIP. Withdrawn requests do not count; denied ones do.
• TikTok returns on this order, when the buyer also opened a return in TikTok, so the same problem is not answered twice.
• Packed — the box this order went out in: who sealed it, the show, the stickers in the box and the tracking number.
• Sent from inventory — the units chosen to send and, once written off, the loss lines.

While a request is still open, the person who filed it or a manager can change What went wrong and add more photos.

Open a request that is Awaiting review. The Decision panel asks: do we have the item? You have three buttons: Approve & buy label (when label buying is set up), Approve without label (or just Approve when it is not), and Deny.

Whichever way you approve, LASI first asks What is being sent?: search your bins by name, or barcoded items by barcode or product name, and pick each one with a quantity.

1. 1Press Approve without label.
2. 2Pick the units being sent.
3. 3Optionally add a Note for the agent — anything they should tell the customer.
4. 4If the label was made outside LASI, enter the Tracking number, Carrier and optionally the Label cost. Leave it blank if the label is not made yet.
5. 5Press Approve (or Approve & mark shipped when you entered a tracking number).

When the label is made later, open the request and press Add tracking number. Entering the tracking number is what marks it shipped and pings the agent. Approving alone pings nobody: the agent needs the tracking number, not the intention.

The units become a loss

The units you picked leave inventory as a Replacement sent loss, at what they actually cost (oldest stock first for a bin). A label cost, whether bought in LASI or typed in, is recorded as a separate Replacement postage loss. Both appear on the Losses page (Inventory → More → Losses). LASI checks there is enough stock before it approves, so an approval never takes half the units.

When your admin has set up label buying (see Setting up label buying), you can buy the UPS label without leaving LASI.

1. 1Press Approve & buy label (on an already-approved request: Buy label).
2. 2Pick what is being sent.
3. 3Check the Ship to address. It is filled in from the request.
4. 4Pick a Box: your default box, one saved in your Shippo account, or Custom size… to type dimensions and weight.
5. 5Press Get UPS rates. LASI checks the address with the carrier on the same call and warns you if it could not be verified.
6. 6Pick a rate. Each shows the service, the delivery estimate and the price; the cheapest is marked.
7. 7Press Buy label & mark shipped · $….

The request becomes Approved · shipped, the tracking number lands on it, the agent is pinged, and the label prints on your packing bench printer straight away, followed by a packing slip that lists the units to put in the box, what they replace, the buyer and the order. If no printer is set up, the label is saved on the request to open and print by hand.

• Print label & slip and Slip only reprint; Open label and Open slip open the PDF.
• Labels are UPS only (Ground, Ground Saver, SurePost, Mail Innovations, as your admin allows) and never include insurance or signature confirmation.
• A failed print never undoes the purchase: the label is bought and the request says so, with reprint one tap away.

Your admin can set a cost ceiling for replacement labels ($15 unless changed). A rate over it is marked needs admin approval in the rate list.

• A manager who picks it presses Request approval · $…. Nothing is bought. The chosen rate is frozen on the request and every admin is pinged.
• An admin who picks it is asked to confirm: Buy anyway · $… or Choose another.

On the request, the box Label awaiting admin approval shows the service, price and who asked. An admin presses Approve & buy (which buys that exact rate) or Decline with a Note for the manager such as "Use Ground Saver for this one". The manager can Withdraw the approval request. Approving or declining pings the manager who asked.

Deny

Managers and admins press Deny, write a Reason (it is sent to the agent so they can tell the customer) and press Deny request. A request can be denied while it is awaiting review or approved. If units were already written off at approval, they go back into stock.

Withdraw

The person who filed it, or a manager, can press Withdraw request while it is still awaiting review. It comes off the managers' queue. You can file a new one any time.

Void a label

On a shipped request with a label bought in LASI, Void label asks UPS for a refund of the postage (the label must be unused), clears the tracking number, removes the postage loss line and puts the request back to approved so a new label can be bought. The units stay written off. The agent is pinged again when the new label is bought.

A tracking number typed by hand can be corrected with Edit tracking.

Once a request is shipped, Message for the customer holds a ready-made message with the tracking number. Edit it if you like, press Copy message, and paste it into the TikTok conversation with the buyer. On the phone the button is Share message.

Pings go to the bell in LASI and as a push to the iPhone app. If a ping fails, the page says so and asks you to flag the other person by hand.

Open Menu → Replacements. Customer service, managers and admins see it; managers see a badge with how many are waiting for review. + New files a request, with Take photo and Choose photos for the pictures.

On the phone, Approve & buy label does it all in one go. After you pick the units being sent, LASI takes the address on the request and your default box, gets the UPS rates, buys the cheapest allowed one, and prints it. You get "Label bought" with the details.

• If the cheapest rate is over the cost ceiling, a manager's tap becomes an approval request ("Sent to the admins"); an admin is asked to confirm.
• If the request has no full address or your business has no default box, the phone says it cannot buy from there. Finish that one on the web, where you can fix the address and pick a box.
• The phone also has Approve without label, Add tracking number, Deny, Withdraw request, Open label PDF and Void label.

Open Settings → Integrations → Shipping labels.

1. 1Under How labels are bought, choose Shippo.
2. 2In your Shippo account, create an API token under API → Developer keys. Paste it into API token under Shippo account and save. LASI checks it with Shippo before storing it, encrypted. A token starting shippo_test_ buys free test labels; shippo_live_ buys real ones. The card shows Test mode or Live.
3. 3Fill in the Ship-from address — the return address printed on every label. UPS requires a phone number.
4. 4Set a Default box: pick one saved in Shippo (Pick a saved box…) or type the size and weight.
5. 5Under UPS services, tick which services the rate list may offer, then Save services.
6. 6Under Cost approval, set Require approval over (in dollars) and press Save ceiling. Leave it blank for no ceiling.
7. 7Press Test connection to check it all works.

To have labels and slips print by themselves, set up a printer under Settings → Integrations → Printing. See Printers, scanners and cameras.