Managing Returns in Loop

OVERVIEW

Your customer return requests will all be located within Loop Admin > Returns

In this article: 


Training for Daily Loop Users


Using the Returns Dashboard 

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


Dashboard return details

The following return details are available on the return dashboard. Merchants can click into returns to get more information for that specific return.

  • Shopify order name
  • Customer name
  • Date return was created
  • Requested return outcome
  • Current status
  • Current shipping status
  • RMA #, also known as the Loop Return ID, which is unique to each single return - even if there are multiple returns on the same Shopify order

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 name
    • Customer name
    • Customer email
    • Loop Return ID / RMA #
  • 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
  • Each column can be sorted.

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.


Viewing Return Details

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

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.

Important: Returns are processed asynchronously in Loop. After clicking Process return, the return begins processing and the merchant is free to leave the returns page.

The

Once the return is processed, a "Return processed" confirmation message is shown at the bottom of the screen.


  • 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 the 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
  • A red watch will appear next to the Order Number on the Returns Dashboard. Scrolling over this will indicate the the return is Expiring soon.

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


Flag returns for review

Open returns on the returns dashboard can be flagged for review by the Loop user. This can be done by clicking into the return and selecting 'Flag Return' at the top of the return request.

Image of the top of a return request with the 'Flag Return' button called out.

This will trigger a modal allowing the Loop User to select a reason for flagging the return and then push the return to the 'Needs Review' tab of the dashboard.

Image of 'Flag return for manual review' modal with reasons the return is being flagged.

Managing Needs Review returns

The Needs Review tab on the returns dashboard shows a) returns manually flagged for review from the returns dashboard, b) returns flagged for manual review by Workflows, and c) exchanges that have gone out of stock.

The returns dashboard also identifies these returns with a red triangle next to the order name and a yellow 'Review' tag in the Status column.

Image of a return on the returns dashboard flagged for review.

To address these returns, click into the return request to open it. There will be a banner stating 'This return was flagged for manual review' and a blue button at the top right saying 'Mark Reviewed'.

If the merchant...

  • Plans to accept the return request after reviewing: Select Mark Reviewed. This will trigger label generation and send the Return Confirmation email to the customer.
  • Does not want to accept the return (perhaps the return does not align with the merchant's return policy): Select Reject item. The blue button will change to 'Cancel return'.

Image of a return flagged for review with the options to 'Mark Reviewed' or 'Reject item'.

Important: The Manual processing event in the Return Policy does not flag returns for review or push them to the Needs Review tab. Manual processing allows for returns to be processed manually by the CS team, rather than automatically by the label status.

If the merchant wants their returns to go into Needs Review, follow the Workflows article to use the manual review action.

FAQ

Will cancelling a return in Loop also refund the shipping label? Yes, when a return is cancelled and the package is not en-route, 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.

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.

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.

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