OVERVIEW

This article will guide you through the process of going live with Loop and the key steps required to successfully migrate from your existing returns solution. Many merchants switch to Loop from a different platform, so it's important to ensure a complete transition before launching to avoid disruptions and ensure a smooth customer experience.

1. Complete testing by following the steps in the Testing Your Loop Instance help center article. 

2. Confirm the language on your return policy page matches your Loop admin settings.

3. Add your shopper return portal link (example: brand.loopreturns.com) to your store's returns page or anywhere your customers can easily find it. 

4. Notify your Onboarding Specialist that you've added your shopper return portal link to your site. Your Onboarding Specialist will then look over your settings and then introduce you to your long-term contacts.
   Note: If you have specific questions regarding your launch, please reach out to your Onboarding Specialist.

Merchants will want to consider the following when migrating from their previous solution to Loop if migrating from the following:

• Complete prior returns that were manually initiated.

• Update existing internal documentation and processes to include Loop.

• Update the language on your return policy page and/or FAQ page to match your Loop admin settings.

• Complete the returns in prior system before fully cancelling service (Loop recommends leaving your prior system active 30-60 days after going live with Loop, if possible).

• Contact your representative with your previous solution to ask for any important reports, analytics, historical data.

• Update existing internal documentation and processes to include Loop.

• Update the language on your return policy page and/or FAQ page to match your Loop admin settings.

These steps are applicable if a merchant is moving from another e-commerce platform (ex: Magento) to Shopify:

• Instruct customers who purchased on your previous system to return through your previous returns solution on your site's Return Policy Page.
  Tip: Separate your new process from your old on your Returns Policy Page for a more intuitive customer experience during the migration. For example: "If you purchased on X date or prior, click here to begin a return."

• If you are migrating orders from your previous e-commerce platform to Shopify: 

  • Customers would technically be able to return items through Loop.

  • Note: Refund requests for old orders may need to be processed manually due to the lack of payment information in Shopify.

  • We highly recommend submitting a test return of an order submitted through your import solution.

Who is my point of contact after I launch my Loop shopper return portal? Once you notify your Onboarding Specialist that you are live with Loop, they will introduce you to your next point of contact at Loop. You can always reach out to support@loopreturns.com with any questions, feedback, etc.

Can I embed the shopper return portal directly onto the Shopify store? Yes, follow the steps outlined in the Embedded Shopper Return Portal help center article.

What should I include in my return policy?

• Return window: How long do customers have to place a return?

• Processing times: Once a customer sends back their return, when they can expect to receive their outcome.

• Fees: How much customers will be charged to return their items.

• BNPL refunds: If you have Afterpay/Klarna as payment options, how those refunds will go through

• International: If return policies differ by territory, make sure to make note of that here.

  • Similarly, if you have multiple instances for different territories, you can direct customers to your other return portal links here to ensure they return via the correct Loop instance.

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