Managing Returns in Loop

OVERVIEW

Your customer return requests will all be located within Loop Admin > Returns. This article will inform you on the various ways to manage returns within the admin.


Returns Dashboard 

Once a Customer submits a return, it will live on your Returns Dashboard.

Finding your Return

There are a few options available to find the return you are looking for:

  • The Search bar can be used to look up an order by Order Number, customer name or customer email
  • The Filter button allows you to filter by Shipping Status, Type or Day Limit
    • Example: If you're looking to find all Store Credit Returns that have been delivered to your warehouse in the last 30 days, set the following:
      • Type: Gift Card
      • Shipping Status: Delivered
      • Day Limit: 30 days

Returns Dashboard Tabs

The Returns Dashboard includes six tabs that will help you find the returns you're looking for:

  • All: All returns ever submitted will appear here
  • Open: All returns that have not been Processed, Closed, or Cancelled will appear here
  • Needs Review: This section will include "blocked" returns and will commonly display international returns. Click here for more information on Needs Review. 
  • Cancelled: This will hold cancelled returns. A cancelled return was not processed, and will not provide the customer their outcome.
  • Closed: Closed returns are returns that have been Processed or manually Closed. Typically, a Closed Return indicates the customer has received their outcome. 
  • Expired: When a customer submits a return, they have 28 days to ship the product back before the return will Expire. An expired return will not provide the customer their outcome. 

Depending on your processing event settings, Loop may be automatically processing and closing returns for you. If they are set to manual, you’ll need to go into returns and process them yourself. Double-check your processing event settings in the Return Policies tab.

Return Detail View

You can view a number of items from the Return Detail view:

  • Item(s) being returned
  • A link to the original order and Product details
  • Requested outcome for the customer
  • History of the return and any notes
  • Customer info, including email address and shipping address
  • Shipment information, including tracking number, amount billed for the label, and the shipment’s status
  • Destination address for the return shipment
  • A link to the Return Status Page

Return Detail - Administrative Actions

There are a number of Administrative actions you can take from a Return Detail page:

  • Process, Cancel or Close the return
  • Access the original Shopify order by clicking the order link at the top of the page
  • Access the return or exchange Product in Shopify by clicking the blue product names
  • Edit the Customer's email or shipping address
    • Updating the Customer Email will ensure any Loop Notifications or Store Credit Gift Cards go to the new email you set
    • Updating the Shipping Address will ensure exchange product ships to the customer's new address
  • Access the Return Status Page, showing you exactly what the customer sees
    • You can also provide this link to the customer if they've lost track of the original email
  • Generate a shipping label or resend the customer their Return Confirmation email
  • Add a note to the Return history
    • Please note: Return history notes will only be available when accessing the Return Detail in Loop, they will not appear on the Shopify Order history or as a part of any existing Loop report
  • If the return includes upsell value captured through Stripe, you can use the Refund All button listed beneath the Payment Information to refund the Stripe value back to the customer's credit card

Process, Cancel + Close

The most common reason to access a return is to manually process, cancel or close the return. 

  • Process Items: Processing a return will treat the return as completed in Loop and take action in Shopify to provide the customer their requested outcome
    • If enabled, Process Items will also restock the returned product in Shopify. Click here for more information.
  • Close: Closing a return will treat the return as completed in Loop but take no action in Shopify. This will allow you to provide a manual outcome to the customer directly in Shopify. Review our Needs Review article for common use cases.
  • Once a return has been closed in Loop admin, it will not be able to be recovered to a processable state. The customer will not be able to resubmit a return for the items selected. 
  • Cancel: Canceling a return will take no action on the return in Loop or Shopify. 
    • In the Shopify Order Notes, you will see a return was initiated and cancelled
    • If the Return had upsell value captured through Stripe associated with it, cancelling will refund
    • In Loop, the Return will move to the Cancelled tab
    • A return that is Cancelled without the label moving past the Pre-Transit status will trigger Loop to request a refund.
    • If the order is Allowlisted or still within the Return Window, the customer can resubmit the return request in Loop

Expiring/Expired Returns

21 days after a return has been submitted without the Shipping Status changing:

  • The customer will receive an Expiration Reminder email
  • An orange watch will appear next to the Order Number on the Returns Dashboard. Scrolling over this will indicate the the return is Expiring soon.

At 28 days after a return has been submitted without the Shipping Status changing:

  • An Expiration Notice email will go to the customer. 
  • On the Returns Dashboard, the watch message and Return Status will become Expired. 
  • Loop will request a refund for the label
  •  If the order is Allowlisted or still within the Return Window, the customer can resubmit the return request in Loop
Note:  This will function similarly to a Cancelled return in that it  will allow the customer to resubmit a return or exchange until the order’s designated return window closes.

FAQ

Will cancelling a return in Loop also refund the shipping label? 

Yes, when a return is cancelled and the package is not enroute Loop will request a refund from EasyPost.

What data is included in the Return History?

The Return History is a timestamped list of:

  • When the return request was created
  • When a return has processed and by whom
  • Any processing or label related errors
  • Any notes created by the Admin

Are returns without Shipping Labels at risk of Expiring?

Loop will only expire a return with a label that is in a Pre-Transit status. If a label does not appear, gives a tracking error or is past the pre-transit status, it will not be subject to expiration.

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

How do I test processing events with labels? 

Unfortunately, there is no way to "fake" trigger a label status to match your Processing Event. However, you can use the Process Items button within the Return Details to trigger Loop to create the customer's requested outcome and close that return.