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 could be helpful to understand the impact of changes in your settings or if you need to troubleshoot issues with your installation. 

In this article you will learn how to:

  • Test the Customer Experience
  • Test the Returns Workflow

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)

Test Additional Outcomes:

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

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