Needs Review + Return Processing Errors

Needs Review State

OVERVIEW

If a return hits an error when processing, it will drop into the Needs Review tab within the admin. These errors generally fall into one of two categories –  Out of stock or Insufficient funds. International Lite returns will also appear in this section unless Bypass Review is enabled on the return policy

Out of stock items

Why it occurs

When a customer requests an Exchange, Loop does not immediately notify Shopify. Instead, Loop will process the outcome for the customer based on your Processing Event. This delay between the customer requesting their exchange and the Exchange Order being created occasionally leads to an "Out fo Stock Error"

Customer + Admin Impact

When an exchange item goes out of stock and the return Processing Event is triggered:

  • All other items/outcomes are provided to the customer
  • The customer will receive an Out of Stock Notification from Loop notifying them of the out of stock Item and asking them to reach out to Customer Service
  • The return will move into the Needs Review tab on the Returns Dashboard, and the return detail will show an ⚠︎ Out of Stock tag and Return History Note:

Possible Solutions

If the product is coming back into stock soon:

  1. Notify the customer of the restock date
  2. When the Shopify inventory is replenished, use the Process Items button in the Return Details page to re-trigger the creation of the Exchange order
Note:   Loop will only Process previously Out of Stock items, if other outcomes have already been provided, you are not at risk of them being issued again.  

If that product is not coming back into stock, or if the customer does not want to wait:

  1. Work with the customer to determine an acceptable new outcome (typically a Refund or Gift Card for the value of the original return product)
  2. Use the Close button in the Return Details page to treat the return as completed Loop and manually issue the outcome in Shopify

Insufficient Funds

Why it occurs

Returns will not be able to process when the amount of money left on the Shopify order does not match the amount Loop is attempting to refund. 

This will most often occur when:

  • The merchant is using a third party billing system that Loop can’t leverage to directly issue refunds.
  • A partial refund has been issued through Shopify prior to processing the return in Loop. This will create an imbalance in what Loop is trying to refund, and how much value is left on the original order.
Note:   There are other reasons why this error may emerge. If you don't suspect that either of the above are the case, please reach out to support@loopreturns.com


Screen Recording 2020-05-27 at 10.58 AM

Customer + Admin Impact

  • The return will move into the Needs Review tab in the admin, and the return detail will show an ⚠︎ Insufficient Funds tag and a Return History Note.
  • No notification will be sent to the customer, the return will remain open until an admin intervenes

Solution

Use the Close button in the Return Details page to treat the return as completed Loop and manually issue the outcome in Shopify.

FAQ

Outside of processing issues, will any other returns be sent to Needs Review?

Yes, by default any returns tied to secondary Return Policies, which includes International Lite returns, will appear under Needs Review. You can bypass this by activating the Bypass Review switch within that policy.