Loop Listings can be utilized to allow exceptions, mark certain products final sale, and prevent returns in specific situations.
Blacklisting allows you to prevent specific return requests based on the following criteria:
- A customer email address
- An order number
- A specific product
Whitelisting allows you to make an exception for a specific order or customer email address. Situations your CX team may decide to offer an exception are:
- Final Sale products
- Orders outside of your Return Window
- Customers previously blacklisted
Whitelisting allows you to override the products ineligible status in Loop and allow the customer to return it through the portal normally.
- NOTE: Whitelists will trump blacklists.
You can use the Listings link on your Left Menu in Loop to set up Blacklists & Whitelists:
- To begin, click Create Listing and follow the prompts to create the necessary listing.
- Once you have a listing created, your Listings Dashboard will appear as you see in the image below. You will be able to view the List Item, the Date it was added & the type of listing. You will also have the option to remove listings when necessary.
To add a listing:
- To begin, select the Add Listing button and follow the prompts to create the necessary listing.
- The Blacklist and Whitelist tabs will allow you to switch between your existing Listings.
To remove a listing:
- Select the Trash Can icon to the right of the listing you would like to remove.
Types of Listings
- Blacklisting an order will make all products in the order ineligible for return.
- Whitelisting an order will make all products in the order eligible for return, regardless of existing blacklist entry, products marked as Final Sale or return window
- Blacklisting an email will make all products purchased by that customer ineligible for return.
- Whitelisting an email will make all products purchased by that customer eligible for return, regardless of existing blacklist entry, products marked as Final Sale or return window
- Blacklisting a Product will make that product ineligible to be returned for any order
- This will be overridden if the order or customer email is whitelisted
- Groups of Products can be Blacklisted by CSV.
Blacklist by Product, All orders:
To Blacklist products in all orders create a two column spreadsheet made up the following:
- Enter “product” in each row
- Enter one of the following associated with the products you wish to update:
- Shopify SKUs
- Product IDs
- Variant IDs
This will blacklist that product for all past and future orders.
Blacklist Specific Orders
To blacklist a specific set of orders, create a two column spreadsheet made up of the following:
- Enter “order” in each row
- Enter the Shopify Order Name
Blacklist by Products within Specific Orders:
To blacklist products in specific orders, create a 2 column spreadsheet:
- Enter “product” in each row
- Add the Associated Product Number, Shopify Order Name (i.e.: “384918519838, 1001”)
We’ve blacklisted a customer’s email address, but would like them to be able to return on a specific order, do we need to remove their email address from the blacklist?
No. Whitelisting the customer’s order number will trump the Blacklist record and allow the customer to return on their order.
Should I leave a Whitelist record in place forever?
While your team has full control over how Whitelists are managed, Loop recommends setting up Whitelists for temporary purposes only. Many merchants will Whitelist an Order they are attempting to provide an exception for and submit the return request on behalf of their customer, immediately removing the Whitelisting after the request is submitted. This allows your customer to receive a shipping label for their return request, but ensures they use the specific return method you’ve agreed to.