Location-Based Return Policy Settings

OVERVIEW

This guide will give you an understanding of location-based return policy settings, which can be found under Settings > Return policies in the admin. Location-based return policies enable brands to (1) define a location, and (2) customize policy settings to that location.


Return Policies

  • Navigate to Settings > Return policies in the admin to view location-based return policies
  • Show details to view the current policy settings
  • Select Edit to make adjustments
  • Create return policy to set up another policy
    • Loop Pro and Loop Plus merchants can add more than one Return Policy
  • These settings are customizable based on the Destinations you have set up
Note: If you need returns routed to multiple Destinations, please reach out to support@loopreturns.com

Policy Zone

  • Navigate to Settings > Return policies > Edit in the admin to view
  • Name the policy (i.e: Domestic or country name)
  • Returning from: the customer’s location
  • Returning to: the Destination location
  • EasyPost labels: EasyPost labels are automatically set as disabled. Enable if you would like labels to automatically generate
  • Bypass Review: if the "Rest of world" box is checked, all returns that fall under this policy typically go under Needs Review. If Bypass Review is enabled on the policy, the returns will not be flagged as Needs Review
Note: We do NOT currently support cross-border shipping. Adding multiple countries to the same return policy will only apply the policy settings, it will not connect cross-border shipping labels. Take a look at setting up  International Lite for cross-border support. 

Return Outcomes

Processing events, return windows, shipping fees, bonus credits are all organized by Return Outcome.

Processing Events

If using automatic return labels via EasyPost, processing events will determine at which point the return request (exchange order, refund or store credit gift card) will be issued to the customer.

  • Navigate to Settings > Return policies > Edit in the admin to view
  • Manual: disables automatic processing
  • Immediate: return requests are processed as soon as they are submitted
  • Pre transit: return requests are processed when the tracking number is created (typically 12-48 hours after being submitted)
  • In transit: return requests are processed when the package is dropped off by the customer and scanned by the shipping carrier
  • Out for delivery: return requests are processed when the package is scanned and placed onto the truck for delivery
  • Delivered: return requests are processed when the package arrives at your fulfillment center

Best Practice: To ensure that customers who request an exchange get the product they want quickly and that full refunds are reviewed before getting issued, Loop recommends the following settings:

  • Refund: Manual
  • Exchange: In transit
  • Store Credit: In transit

Outcome Restrictions

If you are using Loop to restock returned products to Shopify, you will see some restrictions to what you can do on this page for refund returns.  Shopify requires Loop to restock returned products at the same time that the refund is processed.

If you have restocking through Loop turned off, there are no restrictions on the processing events you can use here.

Begin by checking to see if you have restocking turned on in Loop, and whether or not you have Loop set to automatically restock products based on processing events.  You can find that information in your General Settings.

If you have manual restocking turned on like below, your processing event for refunds will need to be set to manual, or you'll need to turn restocking off entirely.  Processing events for other outcomes can still be set to any processing event.

If your restock settings are set to automatically restock based on processing events, just know that products returned for a refund will be restocked at the same time as the return is processed.  Products returned for any other outcome will continue to be restocked when the packages is marked as Delivered.

Return Window

  • Navigate to Settings > Return policies > Edit  in the admin to set up
  • The return window begins when the original order is marked as fulfilled in Shopify
    • It is recommended to add a few days of buffer in the admin for transit time to the customer
  • These values can be set at the Exchange, Refund and Store Credit (gift card) level
Best Practices: We recommend making the window for refunds the shortest, this will help promote customer retention through incentivizing exchanges and gift cards
Note: After a customer has initiated a return request, they will have 28 days from that date to ship the item before the return expires. Loop will send a notification email to the customer after 21 days of inactivity and will add a badge to the return request in Loop that reads “Expiring Soon.” At 28 days, Loop will request a refund from EasyPost for the label, on your behalf.

Handling Fee

  • You can apply a Handling Fee to refund requests to help recover the cost of shipping
  • Set the value you wish to apply every time a customer requests a refund back to their original payment method

Keep Item

Allow customers to keep an item under a certain value threshold, rather than sending it back.

  1. Navigate to Settings > Return policies > Edit  in the admin to enable or disable
  2. Select Manual or Automatic review to determine when a refund, exchange or store credit will be issued
  3. Enter a maximum Value range
  4. Customers will the following message:

Note: when set to manual review, the return request will remain open in the admin until manually processed

Shop Now Bonus Credit

By providing a bonus credit, you can incentivize customers to purchase another item while making a return. This feature is available to Loop Pro and Loop Plus merchants.

  • Navigate to Settings > Return policies > Edit  in the admin to view
  • Enable Shop now
  • Enter the Bonus Credit value you’d like to offer customers
    • This credit is a flat-rate dollar amount
    • If the Bonus Credit is not used, it is lost
    • If you do not want to use a Bonus Credit, set the value to zero

Return Instructions

  • These steps are included on the final screen of the customer experience
  • This text should be used to guide your customer through the final steps of the return process

FAQ

What happens when a customer tries to make a return request outside of the return window? The customer will receive a message that the return window for the item closed on X date, based on your return window settings. From there, they can contact your support team directly for any exceptions.

How can I extend a return window for a specific product? With our Policy Rules feature, you can allow access to return / exchange, or get a gift card based on product ID or days since fulfilled.

How can I make an exception for a customer who’s outside of their return policy? You can add their order to the Allowlist and complete the agreed upon return request and outcome, with our Listings feature.

How can I allow customers to exchange for another style or grouping of a product? With the Advanced Exchanges feature, you can allow certain products to have additional exchange options.

How can I enforce my return policy, if I only accept items that are unworn? With our Return Policy Enforcer feature, you can intersect an additional question for customers, based around these specifics.

Should I apply a handling fee on refunds? While fundamentally Loop believes that returns should be free, there is actually a hybrid way of handling returns that we have seen be incredibly effective. Charge return shipping only for refunds to encourage more exchanges and continued customer relationships. Check out our blog post on this topic.


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