Welcome to Loop! Onboarding to Essential Plan requires completing setup of your Loop admin & shopper return portal. You'll be guided through the process via prepared materials, with email support from an Onboarding Specialist.

Tip: Onboarding to Loop can be accomplished quickly, with over 85% of merchants completing onboarding in less than 30 days.

Note: You will need to add a shipping service in order to provide shipping labels to your customers through Loop.

Ship By Loop is the best shipping service option for negotiated shipping rates for major carriers across the US, Canada, UK, and the EU. It can be set up using the linked directions.

If would like to use your own existing carrier account or you are planning on any cross-border returns, consult your Onboarding Specialist for best practice.

Important: Products must be customs ready if you are providing labels for any cross-border returns. Products without customs information will create label failures for your customers.

In your Loop admin go to Returns management > Policy settings > General (direct link here) to review and adjust settings as needed.

Note: General settings are applied to all returns.

Your Onboarding Specialist will use your pre-onboarding survey responses to setup your domestic return policy. In your Loop admin go to Returns management > Policy settings > Return policies (direct link here) to add and configure any needed international return policies.

Note: Returns policies will be the rules that will be applied to all returns from the countries and regions included in the return policy. Each return policy can have its own set of rules.

Stripe is required in order to charge handling/shipping fees on exchange orders. Stripe can be set up by going to Returns management > Policy settings > Tools & integrations > Integrations (direct link here), toggling on the Stripe tile, and completing setup in Stripe. If you have an existing Stripe account, you can use it and do not need to create a new one .

Note: If you are not charging fees on exchanges, then you do not need to connect Stripe.

Review the customizations completed by your Onboarding Specialist and adjust as needed. Changes can be made by going to Returns management > Shopper Experience > Portal customizations > Theme styles (direct link here).

Review the best practice workflows added to your Loop instance, and make adjustments as needed. Build additional workflows to accommodate scenarios falling outside of a typical return policy. Workflows can be found by going to Returns management > Policy settings > Workflows (direct link here).

Note: Workflows are used to create exceptions or rules more specific than your return policies and will override return policy settings.

AI Smart Exchanges automatically surfaces intelligent, context-aware variant exchange recommendations directly in Loop's shopper portal, using Loop's machine learning models to recommend the best-fit variant to a shopper during the exchange flow instead of defaulting to the first available variant. Navigate to Returns Management > Shopper experience > Smart exchanges to enable it.

Loop, by default, will allow exchanges for variants of the product being returned. Advanced Exchanges will need to be set up in order to allow customers to exchange for options based on collections or Shopify product tags. This feature is typically used when colors/sizes options are separate products, rather than variants, in Shopify. Set up Advanced exchanges using the directions linked above.

Note: This feature does not support upsell or refunds.

Return Editing allows shoppers to modify orders after checkout to reduce support burden and drive incremental revenue. Order editing can be found by going to Returns management > Shopper experience > Return editing (direct link here).

Loop Intelligence is how Loop helps you make more consistent, confident post-purchase decisions over time. Instead of only showing you what happened in the past, Intelligence uses real signals from your returns and exchanges activity to help determine what should happen next. This allows you to reduce risk, protect revenue, and spend less time on manual review.

Loop Fraud Tools combine the intelligence of Loop’s in-house foundation model with real-time post-purchase data to stop fraudulent behavior before it hurts your brand. The workflow High Risk Returns > Manual Review that has been added to your Loop instance will pause any returns that have high fraud signals before a label is produced. This will allow your team to review flagged returns within your returns dashboard, giving you time to understand the return better.

Whenever relevant insights are available for specific sections of a return policy, they will automatically appear to guide merchants. The goal is to provide helpful context—boosting confidence in decisions around key elements like setting fees or defining return windows.

Important: Testing is a required and important step before going live with Loop.

Use the testing directions linked above to ensure that your Loop instance is set up properly to provide your customers with a smooth Loop launch. Test different return scenarios, making sure that all features are working as intended and submitted returns will generate labels.

In order to go live with Loop, complete these two steps:

• Update your return policy language

• Link the shopper return portal on your return page

Order Editing is a feature that gives your shoppers the ability to update their order for a period after checkout, without having to contact support. It's a self-service option that gives shoppers more control while reducing the volume of manual edit requests support teams would otherwise handle. Set it up using the linked directions.

• Managing Returns in Loop: Training

• Needs Review and Return Processing Errors

• Accounting

• Listings

• Loop Analytics 

• Troubleshooting Guide

Please reach out to your Onboarding Specialist with any additional questions.