Viewing returns in Loop admin
In order to view all returns requests Loop, navigate to Loop admin > Returns.
In this article:
Returns tab organization
The Returns view has several tabs representing the states of return order processing. The states are Open, Cancelled, Closed, Expired, and Needs Review.
Below is the meaning of each state:
- Open: requests that have yet to be processed.
- Cancelled: any return request that has been cancelled in Loop admin.
- Closed: any return request that has been processed or closed manually.
- Expired: any return or exchange that has not been sent back, according to the shipping label status provided. Labels must be in a new or pre-transit state for this process to start. All labels expire after 28 days.
- Needs Review: requests that have a block in processing, or requests that include Out of Stock items or Insufficient Funds.
These return order processing states are also visible in the Status column:
Learn more about editing, processing, cancelling, and closing return requests in our article about Managing Returns in Loop.
Search and filter returns
You may search and filter within each tab to get specific order results.
To use the search feature:
- Select the desired tab first if you wish to search within a specific tab (for example, Open or Cancelled).
- Then, beneath the tabs, select the Search bar. You may search for results by order, customer name, email address, tracking number, state, zip, country or carrier.
To filter returns by shipping status and type:
- Next to the search bar, select the Filter dropdown.
- Select your preferred filters. You may apply multiple filters at once.
The returns view displays the following details into these columns:
- Order name: the Shopify order number associated with the customer’s original purchase
- Customer: the customer's email address
- Created: the date the return was initiated
- Outcome: how the return was resolved; for example: Exchange, Upsell, Refund, or Credit (NOTE: multiple return types can be associated with an order, shown as tags)
- Status: where in the return/exchange process is the customer's request (for example: Open, Cancelled, Closed, or Expired)
- Shipping Status: where a package is along its route to your warehouse (NOTE: automatic processing events for return outcomes are based on the shipping status)
- Return Method: which provider is facilitating the return
- RMA#: the Return Merchandise Authorization number given to authorize a product return
- Total: the total price of the refund, exchange, credit, or upsell (NOTE: Upsell and Shop Now: On-Store purchases appear as positive)
NOTE: The time zone in the Loop admin is the current system's local time zone.
How do I know if a return will expire soon? The expiration process only happens on returns where the label is in a new or pre-transit state. 21 days after the customer initiated the return, the customer will receive an email reminder to mail their return if they haven't already. In addition, Loop admin gives a few visual indicators of when the label is close to expiring:
An orange timer icon appears next to the order number.
When clicking on the individual return, a banner appears at the top of the return detail page.
What happens when a return request expires? 28 days after the customer initiated the return, the customer will receive a second email notifying them that a) their label has expired, b) their label no longer works, and c) they can reach out to your team if they need to.
Within Loop admin, the visual indicators will change:
The return request will move to the Expired tab of the Returns page, and the timer icon will change from orange to red.
The return detail page will have an expired banner along the top.
In addition, the return will be released from the Loop system. The customer can return and/or exchange the item again if the product falls within the designated Return Window.
A few last notes about expirations:
- If a label is scanned by the 28th day, this process will not try to refund the label’s price.
- After expiring, it takes around 14 days for the merchant to receive the label refund.
- Expired items can still be "In Review" due to insufficient funds or the items being out of stock.
What do the icons next to the order number indicate? Icons next to the order number denote an important warning or note regarding the return (icons may appear slightly different in Loop admin):
- ⚠️ – return requests that have a block in processing
- ⏲️ – return labels set to expire
- 🗒️ – contains a note in the return information
- 🎁 – anything that was returned as a gift
- 🌐 – an international return
Where can I find out more about return details? For a deeper, back-end look at return details for returns, exchanges, or upsell transactions, please visit our Return Details API page.
For additional questions or information, please reach out to us at firstname.lastname@example.org.