The Reimbursements feature allows you to save time by automating reimbursements for duties and shipping directly within Loop and deliver a more seamless experience to your customers.

In this article—

  • How it works

  • Setup

  • FAQ

How it works

By default, shipping and duties/import taxes are not refunded by default. In the Loop admin under return policies, these reimbursements can be enabled by outcome for both shipping and duties/import taxes.

There can be a window configured for reimbursements to restrict the time frame in which a customer can receive the reimbursement. For example, shipping can be reimbursed if the return is submitted. submitted within 14 days of purchase.

Customers are then given clear visibility into duties and/or shipping refunds in the totals section on the review page and return status page.


The reimbursements can be configured under each return policy so reimbursements can be customized by region. If reimbursements are not appearing under the return policy under the return outcomes section, then please reach out to


Does a merchant have to use Shopify's native duties functionality for this to work properly?

Yes, this feature requires a merchant to leverage Shopify's native functionality for capturing duties

What happens when a customer only returns part of an order but is entitled to a duty and shipping refund?

All refunds are issued proportionally. A customer will receive a refund for the amount of duty and/or shipping for the products being returned in comparison to the entire order.

Can a merchant set a time window based on the date the customer received the item?

Unfortunately, Loop does not have the ability to capture this date. Time windows are based on fulfillment date. Merchants wishing to target the date of receipt must add a buffer to this date to get a close as possible.