Policy Rules

OVERVIEW

Policy Rules allow you to create a combination of “rules” on certain items, outside of your general return policy settings. This Pro and Plus feature allows you to adjust the outcome for specific product IDs or fulfillment conditions. Policy Rule outcomes include refund, exchange, final sale, or store credit options.

In this article you will learn about: 

• Creating a rule
• Adding conditions
• Adding outcomes
• Enabling and disabling policy rules

Creating a Rule

1. Navigate to Policy Rules in the Loop admin
2. Select Create Policy Rule
3. Enter the Title
   1. This Title will show up as a tag on the item, when the customer is attempting to return the product  
   2. Conditions and Outcomes are optional for creation
   3. If a rule has a Title, at least one Condition and one Outcome then you will be asked if you would like to enable the rule on creation
4. Select Save or Enable

Adding Conditions

Conditions are the criteria a return must meet in order to follow the Policy Rule. You may set Product IDs, range of days after fulfillment, and/or order date range as a condition to your policy rule. These can be set separately or combined. 

Add by product IDs:

1. Select Add a Condition
2. Select Add Product ID
3. You may enter each product ID manually or upload via CSV:
   1. Add product IDs manually 
      1. Select Add Product IDs
      2. Type Product ID in the Add Product IDs field
      1. Multiple Product IDs can be added by separating by a comma
      3. Select Add
      4. Repeat as needed
   2. Upload via CSV
      1. Select Add Product IDs
      2. Select Upload a CSV
      3. Locate the file on the computer
      4. Each Product ID is automatically added to the list
4. Select Save once finished

Add by days since fulfilled: 

1. Select Add a Condition
2. Select Add Days since fulfilled
3. Set the range of days after fulfillment

Add by order date range:

1. Select Add a Condition
2. Select Date Range
3. Set the desired Order Date Range

Note: Policy Rules can only be used to extend the return window for a given product, they can not be used to shorten the return window for a product.

Note: Order Date Range will apply retroactively.

Adding Outcomes

Outcomes are dependent on the conditions you have set. Multiple outcomes can be applied to a condition and they allow you to set specific return types based on the conditions previously set.

1. Select Add an outcome
2. Select Add Return type
3. Select the outcome you want: Refund, Exchange, Gift Card (Store Credit), or Final Sale (non-returnable)

Example: 

If product ID 1234567 is present in an order, Loop will tag the item as “Refund Only” and will allow the customer to request a refund for their return. All other outcomes will be disabled for this product ID.

Enable and Disable Policy Rules

The Policy Rules page is organized into tabs to indicate which rules are enabled or disabled.

• All: Shows all rules created that are active or disabled. Does not show deleted rules. 
• Active: Shows all rules that are currently active. 
  • You cannot enable a rule until it has a Name, at least one Condition, and one Outcome.  
• Disabled: Shows all rules that are currently disabled. 
  • If you delete a condition or outcome so that a (required to enable) section is empty, a prompt will appear and automatically disable the rule.

To enable or disable:

1. Enter the policy rule you’d like to enable or disable
2. Select Enable or Disable
3. A prompt will show confirming the request 
4. Select the Enable or Disable button to confirm

FAQ

What do the Policy Rules tabs show? The Policy Rules page is organized into tabs for the various stages of a rule. It will always load the page with the Active tab selected for quick access to currently active rules:

• All: Shows all rules created that are active or disabled.  Does not show deleted rules. 
• Active: Shows all rules that are currently active.
• Disabled: Shows all rules that are currently disabled.

Can I have policy rules for variants of a product? No, you must use product IDs to attach a policy rule

Are Products that have Policy Rules called out in the return detail view? If a return was submitted while a Policy Rule is activated, that Policy Rule will be noted in the Return Details. Policy Rules with a blue tag are currently enabled, while Rules with a grey background are currently disabled. 

What happens when a customer attempts a return request on an order with two competing rules? If a customer tries to return an order containing two competing rules, they will be prompted to go back and return them separately.  

How can I delete a Product ID? Select your list of Product ID's from within your Policy Rule. From there, a popup will display each Product ID. Click the X button to the right of the product ID you want to remove.

How can I delete a condition? Click the X button next to any condition while on the return detail view. 

For Final Sale policy rules, do I need to also add final sale tags to products? No, the final sale policy rule is an alternative behavior to tagging, there is no need to do both.

If I apply a final sale policy rule after an order date, will the rule apply? Yes, the final sale rule will apply to the orders retroactively.