Set up transactional messages for Attentive

OVERVIEW 

There are Notifications sent during the return process which are designed to keep your customers informed and communicate necessary information. Notifications are automated emails triggered by Loop events, such as a return being processed, or an item going out of stock. Merchants that have the Attentive integration enabled may want to send SMS messages instead of emails. 

In this article, you will learn how to:

• Create a return confirmation Journey
• Create a return updates Journey
• Create a return expiration reminder Journey
  
• Create an instant exchange 7 day reminder Journey
• Create an instant exchange 1 day reminder Journey
• Create a return expiration notice Journey

Additionally, we've provided:

• Transactional message copy
• Templates for Segments

Before you begin

This is not required, merchants are welcome to use Loop's native Notifications and use Attentive for more advanced Journeys. Merchants can also choose to use only some Loop Notifications, and use Attentive for others. 

Additionally, this guide assumes that you've already set up the Loop and Attentive integration. If you haven't, check out the Attentive setup guide first. 

Create a return confirmation Journey

This journey lets you send an automated message to a subscriber who has recently submitted a return request via the Loop Returns platform.

1. Create a new journey as normal, start from scratch and select Loop Label Created.
   1. Use Loop Label Created (as opposed to Loop Return Created) to trigger a return confirmation message, since this Loop event will always have return label information attached. Loop Return Created doesn’t have label details on it, since the return is created before the label is generated.
2. Select Notify subscribers about a transaction to get started building your journey.
3. Add a new action for Send text message.
   1. Adjust the message name.
   2. Recommended transactional message copy can be found here.
   3. Click save once you have your message.
4. Don’t forget to add the End journey step at the end!
5. Once you’re done adding steps, click Submit for review.

Optionally, you can split the return confirmation journey according to whether the customer requested a refund, exchange or store credit. This can allow you to customize messaging based on these outcomes. In order to do this, you’ll need to add a branch rule to your journey. Your branches can be based on what segment your subscriber is in. Here are a few segment templates which you can use to target common groups of subscribers, such as customers who’ve requested a refund, exchange or store credit.

Create a return updates Journey

This journey lets you send an automated message to a subscriber when their return shipping status first updates to “In Transit” or “Delivered”. 

1. Create a new journey as normal, start from scratch and select Loop Label Updated.
2. Select Notify subscribers about a transaction to get started building your journey.
3. Add a new Branch rule. 
   1. Your branches can be based on what segment your subscriber is in. Here are a few segment templates which you can recreate for subscribers with a return tracking status marked as “in_transit” or “delivered”.
4. Within each Branch, add a new action for Send text message.
   1. Adjust the message name.
   2. Recommended transactional message copy can be found here.
5. Don’t forget to add the End journey step at the end!
6. Once you’re done adding steps, click Submit for review. 

Create a return expiration reminder Journey

This journey lets you send an automated message to a subscriber 21 days after a return request is submitted, reminding the customer that their return label will expire.

1. Create a new journey as normal, start from scratch and select Loop Return Expiring.
2. Select Notify subscribers about a transaction to get started building your journey.
3. Add a new action for Send text message.
   1. Adjust the message name.
   2. Recommended transactional message copy can be found here.
4. Don’t forget to add the End journey step at the end!
5. Once you’re done adding steps, click Submit for review. 

Create an instant exchange 7 day reminder journey

This journey lets you send an automated message to a subscriber one week before the authorized charge date, reminding the customer that they will be charged for their new items if their returned items are not in the mail within the next 7 days.

1. Create a new journey as normal, start from scratch and select Loop Instant Exchange Reminder.
2. Select Notify subscribers about a transaction to get started building your journey.
3. Add a new action for Send text message.
   1. Adjust the message name.
   2. Recommended transactional message copy can be found here.
4. Don’t forget to add the End journey step at the end!
5. Once you’re done adding steps, click Submit for review. 

Create an instant exchange 1 day reminder journey

This journey lets you send an automated message to a subscriber one day before the authorized charge date, reminding the customer that they will be charged for their new items if their returned items are not in the mail within the next day.

1. Create a new journey as normal, start from scratch and select Loop Instant Exchange Notice.
2. Select Notify subscribers about a transaction to get started building your journey.
3. Add a new action for Send text message.
   1. Adjust the message name.
   2. Recommended transactional message copy can be found here.
4. Don’t forget to add the End journey step at the end!
5. Once you’re done adding steps, click Submit for review. 

Create a return expiration notice journey

This journey lets you send an automated message to a subscriber 28 days after a return request is submitted, notifying the customer that their return label has expired.

1. Create a new journey as normal, start from scratch and select Loop Return Expired.
2. Select Notify subscribers about a transaction to get started building your journey.
3. Add a new action for Send text message.
   1. Adjust the message name.
   2. Recommended transactional message copy can be found here.
4. Don’t forget to add the End journey step at the end!
5. Once you’re done adding steps, click Submit for review. 

Transactional message copy

Return Confirmation

• Thank you for your {returnOutcome}, {firstName}! Please package up any items that you're returning to us, attach the included label to the top of the package, and drop it off at any {trackingCarrier} location. It's that easy! {statusPageUrl}

In Transit Notice

• We received notice that your return was shipped via {trackingCarrier} today. You can track your package at any time using the link below. {trackingCarrier} tracking number: {trackingNumber}

Delivered Notice

• We've received your returned items via {trackingCarrier} today. Please allow for up to 5 business days for our team to review and process your return before your resolution is issued. You'll receive an SMS confirmation letting you know that the process is complete. {trackingCarrier} tracking number: {trackingNumber}

Refund Confirmation 

• Hey {firstName}, This is a confirmation that we have now processed your {returnOutcome}. The funds will appear in your bank/credit card statement within the next few days. Thanks!

Return Expiring Notice - 21 days after a return request

• Remember to return your items. You submitted your return request 21 days ago, but we still haven’t received your package. If you’re still planning to send the return, please send your package back within the next 7 days, or your request will expire, and the return shipping label will no longer be valid. View your return here: {statusPageUrl}

Return Expired Notice

• You submitted a return request, and we haven’t received your package. Your return request has now expired, and the return shipping label is no longer valid. 

Instant Exchange 7 Day Reminder 

• Friendly reminder, please send back your return to avoid being charged! You have until 7 days left to drop your return off at the specified carrier to avoid being charged for those items. View your return here: {statusPageUrl}

Instant Exchange 1 Day Reminder 

• Friendly reminder, please send back your return to avoid being charged! You have until 1 days left to drop your return off at the specified carrier to avoid being charged for those items. View your return here: {statusPageUrl}

Templates for Segments

Here are a few segment templates which you can recreate and use to target common groups of subscribers, such as: 

Customers with a Refund

Customers with an Exchange

Customers with a Store Credit

Return tracking status marked as “in_transit”

Return tracking status marked as “delivered”