Point of Sale: FAQs


This article serves to answer frequently asked questions around Loop Point of Sale (POS).

Please review the other POS articles as well:

In this article:


Why should I use Loop POS when I can already do returns through Shopify POS?

By using Loop POS:

1. Your retail returns data will be captured in the same system as your e-commerce returns, giving you a more comprehensive view of your shoppers' returns behavior. 

2. You can leverage the return policies, reasons, and incentives that you have created in Loop Admin to provide your shoppers with a personalized experience. 

3. Your accounting teams will also be able to keep track of exchanges more easily as Loop POS creates a new order rather than updating the existing one.

What countries can you use Loop POS in? Loop POS can be used in the US, CA, AU, and UK. At this time, the app supports USD, CAD, AUD, and GBP. English is the only language currently supported and cannot be translated.

Is "provider_restock_location_id": only populated for POS returns? Yes, for box and ship returns the destination shows up under "destination_id".

Where do I download Loop POS? You can download Loop POS from the Apple App Store. Since Loop POS is unlisted, you must always use this link instead of searching for Loop directly in the app store.


Can I do order lookup by Shopify receipt number? Yes, Loop supports the ability to lookup the order by Shopify customer name, email, order number, and receipt number.

Can I make just one ineligible product eligible for return at a time? No. Associates must make the whole order eligible for return when creating an exception, but this lasts only for the life of the transaction. Doing this will not exempt the order after the associate closes out the return.

Does POS support exchanges of exchanges? Yes, merchants should be able to look up the exchange order and continue through the normal process to add the new item into the cart and checkout again.

How do I see where an exchange order took place? Loop sends the location_id for POS exchange orders, showing which brick and mortar store the shopper was in when they exchanged their item(s).

Is there a way to only allow variant exchanges in POS? No. If exchanges are offered in POS, this means a shopper can exchange for any item that is available in the store.

Why does Stripe have to be connected for POS? Loop uses Stripe to collect upsell for exchanges. If the merchant only wants to offer same-priced exchanges, they do not technically need Stripe switched on. However, this requires fully excluding different priced exchanges in-store.

Will "provider_restock_location_id" map to that location ID in Shopify? Yes, Loop uses the provider IDs directly from Shopify.


Can Loop POS be opened from the Shopify POS app? At this time, Loop cannot open any native app directly from Shopify POS. Building a native app was a decision that allowed Loop to move more quickly and flexibly, but inevitably has come with some tradeoffs. At this time, there is no workaround.

Is the POS app supported on Android devices? The POS app is not supported on Android devices. Loop currently has no plans to add this support, as the majority of Loop merchants use iOS devices in-store.

Does Loop support Shopify POS Go devices? Loop does not support Loop POS on Shopify Go devices and doesn't have plans to add this support, as the majority of Loop's merchants use iOS devices in-store.

Does POS handle all returns in-store? Loop POS can be used for buy online, return in-store (BORIS) and buy in-store, return in-store (BISRIS) . The primary requirement is that the shopper's in-store order makes its way into Shopify as an order. If this happens, then the order can be returned in-store through Loop POS.


I've logged in, but I can't see any stores populated in the list? If a user logs in and the can’t see the store list, check in Loop admin that the user has Returns processing and Admin permissions checked off.

Why do I have to login with Admin credentials every two weeks? There’s a lot of foot traffic in your stores, and Loop recognizes that your mobile devices are potentially less secure than your desktops, as they can be physically removed from the store more easily. Loop wanted to provide two levels of security: the Admin login and the store associate’s PIN. These securities ensure that your data is secure and that the app cannot be used for returns fraud.

What should we do if there is an outage with Loop POS? Loop recommends using the native returns functionality in your POS app if there is a Loop outage. While associates could theoretically create returns through the online Loop portal, the online portal is not equipped to mark returns as POS returns, or restock correctly.

Why can't I see test orders in Loop POS? Check that you are logged in to your testing Loop instance. You will need an admin user account associated with your Loop test account to log in and see these orders in the app.

Please reach out tosupport@loopreturns.com with any additional questions.

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