Advanced Plan Onboarding Guide
Overview
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.
Basic setup
Add additional user accounts
Configure your Shipping settings
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.
Review General settings
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.
Review and set up additional Return Policies
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.
Integrate Stripe
Important: Stripe is required in order to charge handling/shipping fees or to collect upsell/refund down-sell 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 or offering Different Priced 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).
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.
Advanced setup
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.
Product Recommendations adds personalized product suggestions to the return portal, powered by Loop's recommendation engine, to increase exchange rates and revenue retention. This feature can be enabled by navigating to Returns Management > Shopper experience > Product Recommendations to enable it.
Shop Now helps retain revenue (and potentially captures upsell) by allowing shoppers to exchange an item they bought for other products in your catalog.
The link above explains the two ways to set up Shop Now:
Shop Now In-App - Your customers will complete their exchange on the Loop-hosted return portal from the product collections you add in Loop. Set up can be completed in minutes on the Shop Now page in Loop.
Shop Now On-Store - Your customers will complete their exchange in your Shopify store, allowing them to select from all of your products. Set up will be completed in your Shopify theme and may require support from a developer.
Instant Exchange allows your customers to get their exchange items more quickly. Customers add their credit card numbers to be authorized when submitting their returns in Loop, and upon submitting a return in Loop their exchange order fulfillment is released in Shopify. Set up Instant Exchange using the directions linked above.
Shop Later gives your customers the ability to to convert their refund requests into exchanges or store credit after submission. Set up Shop Later using the directions linked above.
Returns Tracking automatically shares return status updates with customers who use the box and ship return method, pulling tracking details directly from the generated return label. Returns Tracking can be set up up in your Loop admin by going to Tracking > Return and exchange tracking (direct link here).
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).
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.
Launch
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
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.
Post-launch resources
Please reach out to your Onboarding Specialist with any additional questions.