Keep Item

OVERVIEW

Keep Item is a Loop Pro, Plus, and Custom Rules feature that allows customers to keep an item under a certain value threshold rather than sending it back.

In this article, you’ll learn about: 

  • Setting Up Keep Item
  • Limited Keep Item
  • The Customer Experience


Setting Up Keep Item

Keep Item allows customers to keep low cost items when requesting a return. This feature saves you the cost of labels on low value products, and increases customer satisfaction by giving them their refund or exchange more quickly, without requiring them to ship out the low cost item. 

To setup: 

  1. Navigate to Settings > Return policies > Edit in the Loop admin to enable or disable
  2. Select Manual or Automatic review to determine when a refund, exchange or store credit will be issued
  3. Enter a maximum Value range
    1. This refers to the collective value of the return, not per individual item, and excludes taxes paid
    2. You can only set a maximum value range, the minimum value remains as $0

Keep Item review methods:

  • Manual Review - Set this to review all return requests under a specified dollar threshold and allow the customer to keep the items
  • Automatic Review - Set this to automatically process any returns under a specified dollar threshold and allow the customer to keep the items
Note: when set to Manual Review, the return request will remain open in the admin until manually processed in the Loop Admin


Limited Keep Item

The default Keep Item functionality will not limit how many times a customer can keep an item. Recognizing that some merchants want to prevent any customers from taking advantage of the Keep Item functionality, Loop has the ability to limit keep item on products to the first time that specific product is returned.

For example, if I am returning a pair of socks that fall under Keep Item, I will be allowed to keep them.  If I then order another pair of socks and a shirt, and return both with both falling under Keep Item, I will get a label and be asked to send back the socks, and allowed to keep the shirt.

If you'd like to turn this on, please let your Onboarding Manager or Account Manager know.


The Customer Experience

For customers who fall under your Keep Item settings, they will see the following message after completing their return request:

Example #1:

  • Keep Item is set to $40 maximum value with Automatic review
  • The customer is returning two products that equal $30 total value 
  • They will be provided with the above message to keep their items
  • The return will automatically process in Loop 

Example #2:

  • Keep Item is set to $40 maximum value with Manual review
  • The customer is returning two products that equal $30 total value 
  • They will be provided with the above message to keep their items
  • The return will remain open in the Loop Admin like below, until manually processed 

Example #3:

  • Keep Item is set to $40 maximum value with Manual review
  • The customer is returning two products that equal $55 total value 
  • They will be instructed to send back their items and given a return shipping label
  • The return is processed normally, based on Processing Event settings


FAQ

If I want customers to keep up to a certain value threshold, is there a way to do this? Yes! We call this ‘Split Outcome Keep Item’. For example: if a customer is returning 6 $5 products, totaling $30 and the Keep Item threshold is set to $25, they will be instructed to keep all but one of the products, when split outcome is enabled. Please contact support@loopreturms.com or your Account/Onboarding Manager to get this enabled.

Can I exclude certain products from Keep Item? Yes! You can exclude certain Product IDs or SKUs, if needed. Please contact support@loopreturms.com or your Account/Onboarding Manager to get this set up.

Is it possible to set up Keep Item by specific product types? Yes! Check out our Workflows functionality to set this up. 

Can I allow customers to keep the item just once, rather than every time? Yes - this is called Limited Keep Item and is available to be configured by the Loop team. Reach out to your Onboarding or Account Manager if you are interested in learning more about this feature.

Is Keep Item based on price paid by the customer or by the cost of the product in Shopify? Keep Item is triggered based on the price paid by the customer. If a customer returns a product that they paid less for than the Keep Item threshold, they will not need to send that item back.

How will tax impact Keep Item? Amount paid in tax will not come into play with Keep Item. If the value of the product is under the limit indicated, the customer will keep the item. If the value of the product is at or above the limit set in Keep Item, the customer will get a return label.

How can I monitor abuse of the Keep Item policy? Add Insights to your plan to track Keep Item (and bonus credit) abuse!
Aren't planning to add Insights? Follow these steps to monitor Keep Item usage behavior:

  • Pull ASN report over desired time period
  • Filter the file to include line items with the label status "N/A"
  • Use a pivot table to pull in customer email address and the number of times the customer's email address is populated
  • Consider using Loop's Blocklist functionality to prevent customers who abuse the policy from returning items in the future

Can I used Return Policy Enforcer (donate) and Keep Item features together? Not at the moment, unfortunately, but our product team is always working to enhance our features!

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