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 lifetime 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 generated
    1. Note: If there's no label, please reach out to your onboarding specialist
    2. Note: If not providing labels to the customer, your destination address will appear 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 another outcome, click Cancel Return
  10. If successful, the return will 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

Merchants on Loop Advanced, Pro, and Plus plans using Shop Now need to test Stripe. If you 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 specialist
  10. Click on Actions and select Refund Payment, then Cancel Return - this will refund the card used

Everyday Testing

These steps are not required to complete 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 via the Returns Portal

  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
  • Basic variant exchange
  • Exchange for up-sell item (if using Shop Now)
  • Exchange for down-sell item (if using Shop Now)
  • Store Credit Gift Card
  • One Keep Item return (if applicable)


Test the Backend Returns Workflow in Your Loop Admin

Process an open 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 "This return has been cancelled" banner.
    1. After canceling a return, the same order can be resubmitted for a new return request as long as it is still within the return window.
    2. Once a return is cancelled, that request will go to the Cancelled tab on your returns dashboard and no action from the return request will be taken in Shopify.
    3. See Managing Returns for more information.

Close a return in Loop:

  1. Test the Close Return button. 
  2. When clicked, a "This return has been archived" banner will 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 Closed tab on your returns dashboard and no action from the return request will be automatically taken in Shopify--you will need to manually issue the requested outcome in Shopify.

View the shipping label: 

  1. Navigate to the return request
  2. Under Return Method Information, click on the hyperlinked word Label
    1. If needed, you can resend the shipping label via email by clicking the Email Shipping Label button
    2. Learn more about return shipping labels here


FAQ

Is it possible to delete test orders from the returns dashboard? Unfortunately, returns cannot be removed from the Loop dashboard at this time.

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

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