OVERVIEW

Global-e is a technology platform that specializes in making cross-border eCommerce easy by taking care of currency conversion, shipping, duties, and taxes on the merchant's behalf. The Loop and Global-e Integration (Beta) helps merchants with the return side of Global-e orders by consolidating all returns into the Loop portal.

This article will explain how the integration works, who can use it, setup steps, and common questions.

Note: This integration is maintained by Loop. No development work is required to set it up.

As the first returns platform to integrate with Global-e, Loop's integration allows merchants to give their customers a consistent returns experience for both domestic and international returns. Merchants can also simplify their employees' experience by managing all of their returns in one system instead of two.

The integration functions as follows:

1. Merchants set Global-e as the shipping provider for one or more of their international return policies.

2. When a customer creates a return that uses the Global-e return policy, they are given a refund or gift card and a Global-e return label is generated.
   Note: Refunds are issued in the customer's original currency, but gift cards will use the shop's default currency.

3. The customer ships the return, which is then delivered by Global-e to the destination address set by the merchant in Global-e. The return can then be processed as usual in Loop.

Merchants must have an existing Global-e agreement to integrate Global-e with Loop. 

Before merchants can set up the Global-e integration, they'll need to contact their Merchant Success Manager to have the integration enabled in their account. Once the Global-e integration is enabled, merchants can set it up by following the steps below.

1. In the Loop admin, go to Shipping > Shipping services.

   

2. Under Integrations, click Connect shipping service, then click Connect next to Global-e.

   

3. Under Merchant Guid, enter the merchant's unique GUID. The Merchant Guid can be found in the merchant's Global-e admin.

   

4. Choose whether labels will be generated in test or production mode.

Note: Test mode state has different implications based on the status of the Loop instance:

• 'Test mode = Yes' is only available on staging or dev instances. Test mode set to 'Yes' does not work in a production Loop instance.

• 'Test mode = No' is only available on production Loop instances. Test mode set to 'No' does not work in a staging or dev instance.

5. Once the integration has been configured, click Connect.

6. To set Global-e as the shipping service for a given return policy:

7. Go to Policy settings > Return policies.

   

8. Click Edit next to the desired return policy.

   

9. Toggle Generate labels on if it isn't on already, then click Manage shipping services.

   

10. Select Global-e and click Close, then save the shipping configuration.

The destination configured in the return policy will be overridden by the address set in the merchant’s Global-e admin. Ensure that the correct destination address has been set in Global-e.

Handling fees will be overwritten by Global-e by default. Merchants that want to disable this feature will need to contact their Merchant Success Manager.

Loop doesn’t recommend enabling packing slips for return policies using Global-e, as Global-e already provides them.

Important: Ensure that the merchant’s return policy window matches what is expected by Global-e. If the return policy doesn't match, labels may fail.

Loop will configure the merchant's shop to show presentment currency throughout the customer return experience. Loop utilizes the shop currency and converts to presentment currency. This can create a rounding situation per item where merchants may see a $0.01 difference on the total. Loop recommends that merchants add language around “estimated presentment amounts” in Policy Acceptance to provide some transparency to customers.

Additional default configurations to evaluate and contact your Merchant Success Manager to change are:

• Refunds are available on multi-currency returns

• Gift Cards are allowed on multi-currency returns

• Refunds are not on duties (for countries where duties are charged as a separate line item)

By default testing will be done in production. Until the Merchant makes the Loop URL live on their website, customers can continue to use the GLBE portal to submit claims giving Merchants the ability to test without interruption in their production store.

Why Production? Global-e does not issue a dev instance for all Merchants, additionally there may be other testing happening in those instances that can cause conflict to the Loop integration. To reduce friction for enablement Loop and GLEB agreed to default to production. Dev instances are still viable but do require additional enablement with GLBE. See Here.

🚨 TEST MODE: Only applicable in dev store instances. For all testing in production test mode should remain “no”.

Global-e test orders in Shopify are completed differently than what is typically needed for a Loop test order.

Global-e has this documentation on how to create this order. If your customer is more of a visual person here is my Loom of how to create a test order with Global-e.

• After adding products and a customer you have to INVOICE the customer, this is different than with other returns where you just skip to payment method.

• Must complete the INVOICE from an email inbox.

• Double check that the order has been dispatched in the Global-e portal.

  • For some Merchants, dispatching may not automatically happen on test orders.

• Also want to make sure that the order is recent as it needs to meet the return window on the GLBE side as well as Loops.

Here is a video on how to do this manually:

Here are some common errors and how to resolve them you may encounter while testing or using Global-E.

The order has not been dispatched in Global-e. This typically is automatically handled by the warehouse when the item is actually shipped. During testing you may see this and will need to manually dispatch the order in Global-e

The order has not been dispatched in Global-e. This typically is automatically handled by the warehouse when the item is actually shipped. During testing you may see this and will need to manually dispatch the order in Global-e

If the returns window in Global-e does not match Loop, you will see this message when the order exceeds GLBE window but did not exceed the Loop window.

In production with real order - manually override return in GLBE directly

In testing - Create new order within window or talk to GLBE CSM to update return window.

The order has not been dispatched in Global-e. This typically is automatically handled by the warehouse when the item is actually shipped. During testing you may see this and will need to manually dispatch the order in Global-e

This could be that the GUID entered may not match the type of shop.

For example, if in production merchant should have their GLBE production GUID entered and Test Mode = NO.

This could also mean that the order has not been dispatched in GLBE. This is automatic when in production, however, during testing we can see this as a possible scenario. Merchant should manually dispatch the order in GLBE.

To check if this feature is included in your plan, please review the Pricing page on Loop's website.

If you want to add this feature, please contact your Merchant Success Manager to amend your account. 

Can I change the handling fees for customers? Yes! To make changes for all customers, consult your Global-e manager. To implement a workflow to change handling fees per order, please reach out to your Loop Merchant Success Manager.

How are Global-e labels billed? Merchants are charged by Global-e for labels generated using the Global-e integration.

Does this integration work for merchants using Shopify Markets Pro? No. Although Shopify Markets Pro is powered by Global-e, the integrations work differently. Loop currently supports Shopify Markets Pro, but without the benefit of them being the merchant of record.

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