General Return Policy Settings

OVERVIEW

This guide will give you an understanding of general return policy settings, which are applied to all returns and can be found under Settings General in the Loop admin.


Email Settings

  1. Navigate to Settings > General > Email Settings in the admin:
    1. Support Email: this will be visible in the customer returns portal any time we show a support email link (i.e. in the footer)  
    2. Email sender name: this will be the visible name customers see when Loop sends notification emails (i.e. a return confirmation)
    3. Reply-to email: this email will be used when a customer replies to a notification email
  2. Save changes

Return Labels

Loop partners with EasyPost to generate labels for your customers. To set up your EasyPost account, visit our EasyPost Help Center article.

  1. Navigate to Settings > General > Return Labels to set up your general label settings
  2. Copy your EasyPost API key from your EasyPost account
  3. It is important to accurately configure your product weight and box weight defaults, to ensure costs for your labels are accurate:
    1. Product Weight Default: used to inform the cost of your return shipping label when a product weight is not listed in Shopify
    2. Box Weight Default: this is always combined with the weight of the products to inform the cost of your return shipping label
  4. Save changes

Product Tags

The Final Sale and Exchange Only tags let you control which items are eligible to be returned in the Loop app. 

To associate Shopify product tags with eligibility in Loop:

  1. Navigate to Settings > General > Product Tags
  2. Enter the appropriate tags:
    1. Exchange only tag: products with this tag will be eligible for inline exchanges, refund to a gift card, exchanging for a new product (if you have Shop Now InApp or On-Store) and Advanced Exchanges
    2. Final sale tag: products with this tag will be marked as ineligible for any return outcome
  3. Save changes

Note: Any product tags that are in place at the time of the order will be honored, even if the tag is later removed from the product. 

Exchanges

In the Exchanges section of Settings > General in the admin, you can adjust the new exchange order prefix and exchanges of exchanges settings. 

New Order Prefix

When new exchange orders are sent to Shopify, by Loop, you can set a prefix to that order, so it ties it back to the original order number.

  • When New Order Prefix is enabled:
    • Original Shopify order number: #1001
    • Shopify exchange order number with prefix: #L-1001-1
  • Many merchants change the prefix to “EXC-” or “X-” to clarify that these are exchange orders
Note: Disabling New Order Prefix will force new exchange orders to use unique order numbers. It is not recommended to deactivate this setting.

Exchanges of Exchanges

This setting allows customers to create another exchange from Loop exchange orders:

  • When enabled: The return window re-opens with every exchange order
  • When disabled: Customers will be limited to one exchange and future return requests will have refund or store credit outcome options

Inventory

Navigate to Settings > General > Inventory to manage inventory and restock settings. These will be dependent on how you manage inventory.

Minimum Inventory

Set your threshold by entering a minimum quantity.

  • If set to a higher value: more products will appear out of stock during the exchange process, increasing the likelihood of a refund request.
  • If set to a lower value: the more out of stock email notifications will be sent out when Loop attempts to process an exchange request, requiring merchant intervention.
  • Evaluate the velocity at which products sell, on average, in order to calculate the most appropriate number for your store.
Note: If Shopify does not track inventory for a given product, Loop will always assume it is in stock.

Enable Restock Functionality

  • When disabled: You will manage restock return inventory outside of Loop.
  • When enabled: You will have the option, within Loop, to restock return inventory to Shopify.
  • You may select between two restock types at the time of a restock event:
    • Shopify
      • Select this option to directly update Shopify inventory. This is useful for merchants who use Shopify to manage product inventory.
    • Webhook
      • Select this option in order to fire the restock Webhook and update Loop's system. This is useful for merchants leveraging third-party tools to manage inventory.

Restock on Processing Events

  • When disabled: You will manually restock inventory in Loop or use your third-party to manage restocks.
  • When enabled: Restocking of inventory will happen automatically. For all outcomes, restocking of every product on the order will happen at the same time. For returns where a refund is involved, products will be restocked when the refund is issued to the customer. For any returns without refunds, the products will all be restocked as soon as the last outcome is generated for the customer.

Restock Restrictions

Shopify requires all returns for a refund to be restocked at the same time that the customer gets their refund issued. This results in a few limitations to how you can configure your settings. Loop will block you from configuring anything in a way that will break something, but the restrictions are outlined below.

  • If you left restocking through Loop off:
    • These restrictions do not affect you in any way.
  • If restocking through Loop is on, and restocking on processing events is off:
    • Processing for refunds will have to match when the restocking is happening. Your processing event for refunds will need to be set to "Manual", so both events can happen concurrently.  You can set this in your Return Policy settings.  You will not be able to manually provide the outcome to the customer and then manually restock the product later.
  • If restocking through Loop is on, and restocking on processing events is on:
    • Restocking for refunds will happen at the same time that the return is processed, as dictated by your Return Policy settings.  Automatic restocking for returns of any other outcome will continue to happen at the Delivered event, regardless of when they are set to process.

Gift Returns

When enabled, customers will be guided to return a gift for an exchange or store credit.

  • Navigate to Settings > General > Gift Returns
  • Toggle ON
  • Gift support email: this email address will receive a form with the customer’s order details
  • Save changes

FAQ

I don't want customers to be able to exchange for a particular product variant. Is there a way to hide these variants? If you don't want a particular variant of a product to be available for customers to exchange you can hide that variant from Loop. To do this, add the variant SKU as a tag to the product within Shopify and Loop will hide that variant. 

Please reach out to support@loopreturns.com with any additional questions.