Gift Returns

OVERVIEW

Gift Returns is a feature available on all plans that allows gift recipients to utilize the Loop Customer Portal to submit a return request.

This article will detail common issues with:

  • Exchanges
  • Labels

Exchanges

The Gift Recipient's Experience

Example #1: Gift Recipient Has the Original Order Information

  1. The gift recipient knows the original order number and shipping zip code
  2. The gift recipient will fill out that information and click the Start Here button under Returning or Exchanging a gift?
  3. They will input their order number and zip code in the corresponding fields and then click Start a Gift Return
  4. They will then be prompted to fill out a form asking for their email address and shipping information to replace the gift giver's
  5. Once they've filled out their information, the gift recipient will complete their return in the portal normally by selecting the item(s) they want to return
  6. Finally, they will either select to return for store credit or receive another item

Example #2: Gift Recipient Does Not Know the Original Order Information

  1. The gift recipient does not know the original order number and shipping zip code
  2. The gift recipient will fill out that information and click the Start Here button under Returning or Exchanging a gift?
  3. They will then click the hyperlinked copy Don't have your order information?
  4. They will then fill out a static form asking for additional information including the following:
    1. The gift giver's name
    2. The product they're returning
    3. The Item they'd like to exchange for (if applicable)
    4. Any additional context
    5. Contact email
    6. Shipping Address

  • Once the gift recipient completes the form and clicks continue, they will be taken to a screen that reads Success! A request confirmation has been sent to your email. We'll be in touch shortly to provide the info needed to initiate your gift return.
  • The gift recipient will receive the Gift Return Order Information Notification at the email address they input into the form
  • They will then wait for your Team to manually action the form and send further communication

Managing Gift Returns 

How to Action the Gift Inquiry Form

The gift inquiry form will be sent to the Gift Support email address you setup in the Loop Admin with the subject line: "{{shop_name}} Gift Return"

Note: The gift inquiry form is a copy of the  Gift Return Order Information Notification. If you need to update this notification, please do so by visiting Gift Return Order Information in Notification within the Loop Admin

Option 1: Send the Gift Recipient the Original Order Information

  1. Use the information provided by the gift recipient on the form to find the original order details in Shopify
  2. Send an email to the gift recipient with the order details and prompt them to go through Gift Return flow in the Returns Portal

Option 2: Use the Original Order Information to place the Return Request on the Gift Recipient's behalf 

  1. Use the information provided by the gift recipient on the form to find the original order details in Shopify
  2. If you know the outcome they'd like (exchange for different item or store credit), your Support Agent can open the Loop Returns portal and use the original order details to place the gift return request on the gift recipient's behalf
  3. Email the gift recipient with a link to their Return Status Page so they can access their label and return instructions

How to Identify Gift Returns in the Returns View

  • Navigate to Returns in the admin
  • Gift Returns will appear in your Returns View with a "gift" symbol next to the order number. 
  • Clicking into the return will bring up the updated contact info and shipping address for the gift recipient. Any exchange orders processed automatically by Loop will reflect this updated information as well.

FAQ

Can the gift recipient submit a return request for a refund? Gift recipients can only request store credit or receive an exchange. The gift recipient is not able to request a refund to Original Payment Method.

How can I change the copy in the Gift Return Order Information Notification Template? Within the Loop admin, navigate to Settings > Notifications > Gift Return Order Information to update the notification as needed. Then, click save.

What if a customer is returning a gift and submits an exchange that goes out-of-stock? If the Automated Out of Stock feature is enabled, Loop will default to the store credit option for returns that go through the gifting flow.

What email address is listed as the sender on gift inquiry forms sent to my gift returns support email address? Gift inquiry form emails will be sent to you from yourbrandname@loopreturns.com.