Testing Your Loop Instance

OVERVIEW

This guide will detail steps on creating test orders in Shopify, submitting requests in the Loop Customer Portal, and process returns in the Loop Admin

Testing your Loop instance is a key onboarding step before going live. Testing your Loop instance after going live can be helpful to understand the impact of changes in your settings or if you need to troubleshoot issues with your installation.

This article will cover the 3 key items that need to be tested before going live with a new instance:

  1. Return label generation
  2. Store credit automation
  3. Stripe integration (if using Shop Now)

In this article you will also learn how to:


Walkthrough


Testing Required in Onboarding

Why it Matters

We recommend testing to ensure functionality performs as expected, but also to ensure confidence in the customer experience. Loop's analytical team has done research that shows, customers who return have a higher life time value than customers who do not. Making this experience both seamless and engaging is critical for turning your Returns Platform into a marketing asset.

Strategic Resources

Test Label Generation and Store Credit

These two elements can be tested at the same time with one single return. If you are not issuing labels to customers or not offering store credit as an outcome, these steps can still be used to test one element.

  1. Create a test order in Shopify - if you already have a test order, use the existing one
  2. Navigate to the Loop Admin
  3. Select Returns Portal in the lower left-hand corner
  4. Copy the order number and zip code from the Shopify test order 
  5. Paste into the customer Returns Portal
  6. Move your test order through the Loop Returns flow and return it for Store Credit
    1. Note: If you are not issuing Store Credit, return this for a refund or other outcome
  7. Submit return to view the confirmation page - confirm that a label has been printed
    1. Note: If there's no label, please reach out to your onboarding manager
    2. Note: If not providing labels to the customer, you should see the address where you accept returns here
  8. Navigate to the Loop Returns Dashboard and click into the return you just placed
  9. Click on Process Items for this return
    1. Note: If you are not issuing Store Credit and created a return for some other outcome, click Cancel Return here
  10. If successful, the return should be archived
  11. Navigate to your Shopify Admin to ensure that store credit has been issued
    1. If you are issuing Store Credit using the Gift Card API, click into Products > Gift Cards - you should see a new gift card in the amount of the return for the test customer
    2. If you are issuing Store Credit using the Gift Card Order Automation, click into Orders - you should see a new order for a gift card called LGC-original_order_number

Test Stripe

Only Loop Pro and Plus merchants using Shop Now need to test Stripe. If you are on Loop Basic or are not using Shop Now, you only need to follow the testing steps above for labels and Store Credit.

Before testing, ensure that Stripe has been connected and that Shop Now is turned on as an outcome in your Return Policy.

Please note that testing Stripe will require having a card on hand for payment. Once tested, the funds can be refunded through Loop and will be put back on your card.

  1. Create a test order in Shopify - if you already have a test order, use the existing one
  2. Navigate to the Loop Admin
  3. Select Returns Portal in the lower left-hand corner
  4. Copy the order number and zip code from the Shopify test order 
  5. Paste into the customer Returns Portal
  6. Move your test order through the Loop Returns flow and return it through Shop Now for an item of more value - preferably a small margin
  7. On the Review Page, enter your card info to complete and submit the return
    1. Note: If the page reads Overage Warning - Stripe still needs to be connected
  8. Navigate to the Loop Returns Dashboard and click into the return you just placed
  9. If successful, you should see a section on the right called Payment Information
    1. If the return was not placed or you do not see this section, please contact your onboarding manager
  10. Click on Refund All, then Cancel Return - this will refund the card used

Everyday Testing

These steps are not required for onboarding, but are useful if you are live with Loop and are making changes to functionality that need to be tested.

Test the Customer Experience

  1. Create a test order in Shopify
  2. Navigate to the Loop Admin
  3. Select Returns Portal in the lower left-hand corner
  4. Copy the order number and zip code from the Shopify test order 
  5. Paste into the customer Returns Portal
  6. Move your test order through the Loop Returns flow
  7. Submit return to view the confirmation page
  8. Review the returns confirmation email sent to your inbox to make sure your email notifications are coming through as desired according to your Loop Notification Settings
Note: when making major portal changes, Loop recommends testing all four return outcomes (store credit, refund, exchange and shop now - if applicable)

We typically recommend testing the following Return Outcomes end-to-end to ensure each is accounted for correctly: 

  • Refund to the original payment method
  • Exchange for same cost item
  • Exchange for up-sell item
  • Exchange for down-sell item
  • Store Credit Gift Card
  • One Keep Item return (if applicable)


Test the Returns Workflow

Process an open-state return:

  1. Navigate to Loop Admin > Returns
  2. Find the order you just submitted by viewing the All or Open tab
    1. Select the corresponding order number that matches your Shopify test order
  3. Select Process Return

Cancel a return in Loop:

  1. Test the Cancel Return button. 
  2. When clicked, a confirmation pop-up modal should appear, followed by a red banner.
    1. After canceling a return, you may resubmit a return for this order as long as it is still within the return window.
    2. Once a return is canceled, that request will go to the appropriate tab in Loop and there is no action taken in Shopify—if there is a refund yet to be refunded, it will not go through, or if an exchange order hasn’t been created in Shopify, it will not be created. 
    3. See Managing Returns for more information.

Close a return in Loop:

  1. Test the Close Return button. 
  2. When clicked, a confirmation banner should appear.
    1. Closing a return will lock the order and mark the item as ineligible to be returned through the portal, even if the order is still within the Return Window. 
    2. Once a return is closed, that request will go to the appropriate tab in Loop and there is no action taken in Shopify—if there is a refund yet to be refunded, it will not go through, or if an exchange order hasn’t been created in Shopify, it will not be created. 
    3. This can be overridden by whitelisting the order or product.

View the shipping label: 

  1. If you have labels enabled, verify that you can see the label 
  2. Select the Label blue text under Shipment Information
    1. You can also verify that emailing another label works by clicking the Email Shipping Label button
    2. You must have access to the email address associated with the order in order to view the email containing the label.
    3. Learn more about return shipping labels here


FAQ

Is it possible to cancel test orders that are created in the Onboarding phase of setting up Loop? Unfortunately, returns cannot be removed from Loop at this time.

Please reach out to support@loopreturns.com with any additional questions.