Billing and Invoices FAQ

Your guide to accessing billing, understanding invoices, and managing payments for your Loop account.

Loop uses the Ordway Customer Billing Portal for invoices, payment methods, and billing contacts. This article explains where to find billing information and answers common questions.

Before getting started, here are a few important things to know:

• You must have a registered login to access the Ordway billing portal.

• Invoices, payment methods, and billing history live in Ordway, not in Loop Admin.

• Your plan name is shown in Loop Admin → Account.

• Plan pricing and contract terms are not shown in Ordway or Loop Admin. Refer to your signed contract.

• Billing structures vary by merchant contract, so a single invoice may include billing information for multiple instances.

Quick reference

• Loop Admin → Plan name

• Ordway → Invoices, payments, billing history

• Contract → Pricing and terms

Go to: https://loopreturns.ordwaylabs.com/portal/login

If you don’t have an account yet, email Loop Billing with:

• Full name

• Email address

• Store domain

Billing will add you or resend the invite if needed.

Billing invitations come from Ordway with the subject line: “You have been invited to register on Loop’s payment portal”

If you don’t see the email:

1. Check your spam/junk folder

2. Search for “Ordway”

3. If needed, request a new invite from Loop Billing

Yes. All merchants can access billing from Loop Admin → Account.

From the Account page, you can:

• View your current plan name

• Click Manage billing in Ordway to access invoices and billing history

Invoices and payment records live in Ordway, not in Loop Admin.

You will need to contact Loop Billing

Email Loop Billing with:

• The new billing contact’s name

• The email address(es) that should receive invoices

• Plan name: Loop Admin → Account

• Invoices and billing history: Ordway portal

Plan pricing and contract terms are not shown in Ordway. Refer to your signed contract for those details.

All invoices live in Ordway, not in the Loop Admin.

Go to: https://loopreturns.ordwaylabs.com/portal/login → Invoices

From there, you can:

• View invoice details

• Download PDFs

• Print invoices

• Filter by date range and invoice status

In Ordway:

1. Go to Invoices

2. Filter by date range

3. Download the PDF you need

If you manage multiple brands or stores, make sure the correct domain is selected.

If you still can’t locate the invoice after filtering, Loop Billing can assist.

• Paid → Payment completed

• Unpaid → invoice is open for payment

All Loop invoices are billed in USD.

In the Ordway portal:

1. Select the my account at the top right of the dashboard

2. Go to Payment Methods at the bottom of the page

3. Add or update your payment method

4. Set a default payment method if needed

Try the following:

1. Update your payment method in Ordway

2. Ensure the new payment method is set as default

3. Retry the payment from the Payments tab

If payment still fails, contact Loop Billing.

• In Ordway, search invoices by:

  • Date range

  • Invoice status (such as Posted or Paid)

• Your plan name is shown in Loop Admin → Account.

• Loop Admin does not store invoice history or billing transactions.

To view invoices and billing history:

• Click Manage billing in Ordway from the Account page, or

• Go directly to: https://loopreturns.ordwaylabs.com

Loop uses Ordway to:

• Generate invoices

• Calculate fees

• Process payments

This is why invoice history and billing details do not appear inside the Loop Admin interface.

Please reach out to Loop Billing after reviewing the steps above if:

• You cannot access the billing portal after requesting an invite

• You cannot locate an invoice after adjusting filters

• Your payment continues to fail after updating your payment method

• Your invoice appears incorrect

Billing can be reached at: Loop Billing

For all other questions, contact Loop Support