Warranties

The Warranties feature is now available to all Loop merchants. Warranties allows merchants to create unique, automated return policies specifically for warranties, or product quality guarantees, and allows customers to self-serve those requests through the Loop portal, just as they do with standard returns.

Here is the value Warranties can deliver:

• Automation: With Warranties, merchants can save time from automating claims and reduce operating expenses so their teams can spend more time on high-value customer interactions.

• Customer Experience: Now, merchants can enable customers to self-serve all return types, from standard returns to warranty claims, and everything in between. With Warranties, customer get the most seamless, delightful returns experience on Shopify.

• Insights: Warranties unlock increased visibility and streamlined reporting across all return types so merchants can improve their product catalog and make warranty claims a thing of the past.

To start building a policy, head to the Warranties page in the admin. To learn more about the feature, please review the Warranties article.

New workflows

Loop continuously updates Workflows to add additional conditions and actions to make the feature more customizable and powerful for merchants.

Workflow action: Select Return Destination action

In Workflows, merchants can now specify certain conditions for items to be routed to different destinations as needed. This gives merchants the ability to send products to destinations such as store or outlet locations, regional warehouses, vendors, resale partners, donation centers, and manufacturers.

This new feature, in combination with existing features like Keep Item and Destination Product Rules, helps merchants eliminate logistics inefficiencies:

• Save on shipping costs by routing items from point A to C instead of A to B to C

• Improve warehouse operations by avoiding unnecessary inspection of certain returns

• Manage inventory more effectively and maximize yield

• Improve sustainability efforts and brand loyalty

To learn more, please review the Destinations article.

Days Since Fulfilled condition

This condition allows merchants to take action based off of how long ago (or how recently) a customer’s order was fulfilled.

Exclude Box & Ship action

The new allows merchants to prevent users from using the box and ship return method and use alternatives like Happy Returns instead.

This is action can be leveraged as a fraud prevention tool, since other methods have more checks at time of drop off (i.e. customers can’t return an empty box or a different product entirely).

New integrations

Loop is always connecting with new partners to expand our integrations. Here are the integrations Loop launched this month:

Two Boxes

Loop is now integrated with returns processing platform, Two Boxes. Two Boxes offers sophisticated warehouse technology that optimizes return processing in the warehouse and enriches returns data for merchants.

This integration offers merchants enhanced reverse logistics visibility to help:

• Understand return conditions and dispositions

• Identify manufacturing defects

• Proactively diagnose fraudulent returns

To learn more, please review the Two Boxes Integration article.

Other January 2024 integrations

• AIMS 360: Sends return details for returns and supports issuing credit for returns initiated through Loop.

• Apparel Magic: Sends Loop returns to AM and allows returns to be processed via AM.

• Kustomer: Connects Loop's return services with Kustomer, allowing merchant agents to see Returns and Labels created in Loop's system in the timeline.

Return portal updates

Loop is working to improve the returns portal experience to make it easier to use and deliver more value to customers.

Changes from this month are recorded below.

Instant Exchange address change

When a customer selects Instant Exchange during the return process, they now have the option to edit their address before completing the return. This is helpful when customers need to send their exchange order to a different address than where the original order was sent.

Downtime banner

Going forward when Loop is experiencing downtime or scheduled maintenance, a banner will be presented in the Returns Portal to better manage customer expectations. Merchants can edit the message to fit their brand needs in Admin > Customizations.

Return Status Page

Return summaries now automatically expand on the Return Status Page (RSP) so customer can quickly scan and review before completing their return.

Warranty improvements

In preparation for Warranties GA, Loop made a number of enhancements and improvements to the feature, including:

• Added 'return type' (standard or warranty) to the Return Totals, Store Credit, Return Reason by Line Item, and ASN reports so warranty returns can be easily tracked in reporting.

  

• Decoupled final sale tag logic from warranty policies, ensuring customers are still able to submit warranty claims on items marked 'final sale'.

• Added the ability to:

  • Disable/enable a warranty policy, making it so merchants can better set up and test policies before turning them live.

  • Differentiate standard vs. warranty returns within the Loop API/webhooks.

  • Edit warranty returns, similar to how standard returns can be edited in the Loop Admin.

USPS rate card update

Our Platform Rates with USPS for Ground Advantage and Priority Mail were updated on 1/21 with this new rate card. Overall, Loop’s discounts have improved to ensure merchants get the best rates available, despite carrier rate increases. Additionally, Loop now offers discounts for Ground Advantage Zones 6-8.

If a merchant already uses USPS through EasyPost or Ship by Loop, no action is needed to implement these rates. To learn more, please review the Negotiated Rates article.

ShipBob integration self-install

Merchants using ShipBob for returns processing at the warehouse can now setup the Loop x ShipBob integration directly within the Loop admin! This sets up a 1-way integration between ShipBob and Loop such that RMAs are automatically created in ShipBob when returns are submitted in Loop.

To learn more, please review the ShipBob integration article.

Address validation for customers

Loop has rolled out new functionality to help customers fix their address in the case of label failures. Labels often fail to generate when:

• Address lengths are too long

• City/suburb and zip code do not match

This new update allows customers to update their address and re-generate a shipping label within the Loop portal, so that they don't need to reach out to the merchant's support team for assistance.

Point of Sale version 2.2.5

Location selection at login will now appear as a dropdown list. Please visit the Point of Sale: Change Log to view past changes.