Every Loop return consists of 3 main steps:
- Step 1: A customer submits a return
- Step 2: A shipping label is generated
- Step 3. The return is processed in Loop
Customers initiate returns by visiting a brand's Returns Portal, where they'll be prompted to enter their order information.
Loop then calls Shopify's API to pull details of the order, such as product names, images, and whether products are eligible for return (e.g. based on return window and final sale tags).
When returning an item, customers can choose between one of 3 outcomes: Refund, Exchange, or Store Credit. Customers returning multiple items can choose different outcomes for each item (e.g. refund item A, exchange item B).
Shortly after a return is submitted in the Returns Portal, a shipping label is generated for the customer via a return confirmation page. Loop integrates with a number of carriers and shipping services (e.g. EasyPost) to generate low-cost labels based on our brands' geographies and preferences.
The customer then prints the label, boxes up their items, and drops off the package at any carrier location. Some carriers, such as FedEx, also offer customers the option to use a QR code in lieu of a printed label.
To process (i.e. complete) a return, brands can choose to use:
- Automatic processing: Returns are processed based on shipping carrier scan events (in_transit, delivered, etc.)
- Manual process: Returns are manually processed from directly within the Loop admin
Brands can opt to use different processing options for each return outcome (e.g. manual processing for refunds, automatic processing for exchanges & gift cards). This gives brands flexibility to customize the level of automation that best suits their needs.
Once a return is processed, one of the following actions occur in Shopify depending on the return outcome:
- Refund: The customer receives a refund back to the original payment method and the original order is updated with the details of the return
- Exchange: A new order is created for the item the customer chose to receive. For easy cross-referencing, the new order will have the same order name as the originating order, plus a customizable prefix (e.g. EXC-1001)
- Store Credit: The customer receives store credit in the form of a Shopify gift card
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Updated 9 months ago