Shopper Insights gives merchants visibility into the shopper behind a return. This article explains how to use this feature to make faster, more confident decisions on returns that require attention. All shopper data is scoped to your store — no cross-merchant data is surfaced.

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Shopper Insights is a set of tools in Loop that surfaces behavioral context about the person behind a return. When a return requires attention — whether it's been flagged as high risk, a shopper has reached out, or a decision needs to be made — merchants can now see who that shopper is and how they've engaged with their store, without leaving Loop.

Shopper Insights includes four components:

• Shopper context card — a summary of key shopper metrics on the return detail page

• Shopper timeline — a full history of the shopper's orders and returns

• Shopper labeling — the ability to mark shoppers as Trusted or Flagged, with optional notes

• Workflows integration — the ability to trigger workflow actions based on shopper labels

You are constantly asked to make decisions on returns. Without shopper context, it can be challenging to tell whether a flagged return is from a serial abuser or a loyal customer dealing with their first issue — which leads to either approving risky returns or alienating good customers.

Shopper Insights gives merchants the context to tell the difference:

• Make faster, more confident decisions on flagged or manual-review returns

• Identify and act on high-risk shoppers before they cost money

• Ensure loyal or trusted shoppers get appropriate treatment

• Automate return handling based on shopper behavior using Workflows

High-risk flag on a loyal customer: A return is flagged as high risk because it's high-value and contains more items than usual. The merchant opens the shopper card and sees this is a customer's third order over two years and their first-ever return. They approve it without escalating.

First-time buyer, high-value item: A return is initiated within minutes of delivery on a high-value item from a first-time buyer. The merchant flags the shopper, adds a note, and sets up a workflow to route future returns from this shopper to manual review.

VIP treatment: A merchant identifies a shopper with a long purchase history and low return rate. They label the shopper as Trusted to ensure any future returns receive a smooth experience.

When viewing any return in the Loop admin, a link to the shopper context card appears on the return detail page, on the right hand side. Clicking it opens the dedicated shopper page.

The shopper page displays the following metrics — all scoped to your store only:

• Shopper name and email

• Total orders with your store (all time)

• Total returns with your store (all time)

• Lifetime return rate ($ returned / $ purchased)

• Lifetime net spend (total $ purchased minus $ returned)

• Total refunds issued to this shopper

• Link to the shopper's Shopify customer profile

The card displays for all returns, regardless of how long the shopper has been a customer.

Note: All data is scoped to your store. Shopper data from other merchants using Loop is never surfaced.

The shopper page also includes a timeline of the shopper's full history with your store. The timeline replaces the previous "View return history" link on the return detail page.

For each order, the timeline shows: order name, date, and order value.

For each return, the timeline shows: return ID, date, amount returned, and outcomes (including split outcomes like partial refund + exchange).

Loop will also show changes to a shopper's label, and any blocklisting activity.

Note: The timeline covers up to the last 3 years of activity.

From the shopper page, merchants can apply a label to any shopper:

• Trusted — for shoppers you and your team already feel good about

• Flagged — for shoppers you and your team want to exercise some caution around

An optional free-text field lets you record why you're applying the label. A note can be applied without a label. Labels persist on the shopper card for all future returns from that shopper.

Merchants can also blocklist a shopper directly from the shopper page.

Important: Labels don't impact your shopper's experience in any way unless you'd created a shopper label based workflow.

Note: Labels are shop-scoped — they're only visible to your store and cannot be seen by other merchants.

Once a shopper has been labeled, you can use Shopper label as a condition in the Loop workflow builder. This lets you automate return handling based on shopper behavior — without manual review for every case.

The condition is configurable by label type (Standard, Trusted or Flagged). Example actions you can pair with this condition:

• Process returns on inspection instead of on scan

• Route returns to manual review before issuing a label

• Restrict specific outcomes (e.g., prevent Keep Item for Flagged shoppers)

Note: Workflow integration requires shopper labeling to be in use first. The Shopper label condition will only trigger on shoppers who have an existing label.

[VIDEO: Setup walkthrough — show how to navigate to a return detail page, click into the shopper card, apply a label, and set up a workflow condition using "Shopper is labeled"]

The shopper context card and timeline appear automatically on the return detail page — no configuration is required to start using them.

To apply a shopper label:

1. Navigate to a return in the Loop admin and click the shopper link on the return detail page.

2. On the shopper page, click Label shopper.

3. Select Trusted or Flagged.

4. Optionally, add a note in the free-text field explaining why you're labeling this shopper.

5. Click Save to apply the label.

To use shopper labels in a workflow:

1. Navigate to Settings > Workflows and open an existing workflow or create a new one.

2. Add a new condition and select Shopper is labeled.

3. Choose the label type — Trusted or Flagged.

4. Configure the action(s) you want to trigger when the condition is met.

5. Click Save to activate the workflow.

Tip: Start with a simple workflow — for example, routing all Flagged shopper returns to manual review — before building more complex chains of conditions and actions.

Does this feature require any setup? No. The shopper context card and timeline surface automatically on the return detail page for all merchants. No configuration is needed to start viewing shopper data. If you'd like to offer a different returns experience based on shopper labels, you'll need to set up a workflow.

Can I see shopper data from other stores using Loop? No. At this time, all data is scoped to your store only.

What happens if I remove a shopper label? Removing a label deletes it permanently — the history of a label is not tracked at this time. You can re-flag the same shopper with a new explanation at any time.

How far back do the shopper metrics go? The metrics and timeline cover a rolling 3 years of order and return history.

Can I blocklist a shopper from the shopper page? Yes. Merchants can blocklist a shopper directly from the shopper page.

Does the workflow condition work for both Trusted and Flagged shoppers? Yes. When building a workflow, you can configure the Shopper label condition to trigger on either label type independently.

Can I write the shopper label back to Shopify? Not at this time.

Can I turn my existing Shopify tags into shopper labels in Loop? Not at this time.

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