OVERVIEW

This a two-way integration where Loop sends returns and exchanges information can be viewed from the timeline in Kustomer. This integration is owned and maintained by Kustomer.

This integration connects Loop's return services with Kustomer, allowing your agents to see Returns and Labels created in Loop's system in the timeline. When a return or label is created in Loop, this integration will create or update a Loop KObject which includes order change information, charge breakdowns, return/exchange items, and tracking info.

• Chatbot: Kustomer's chatbot displays order status, tracking information, and, most notably, allows customers to initiate returns directly through the chat interface. This significant update makes it easier for customers to manage their orders and returns, providing a seamless experience right from the chatbot.

• Agent Desktop View: Within Kustomer, agents have a comprehensive view of the customer's chat and order history. This consolidated view enables agents to provide personalized and efficient support by having all necessary information at their fingertips.

• Detailed Return Management: Agents can view detailed information about returns, including return reason, sub-reason, comments, and refund amounts. This detail ensures that agents have a deep understanding of each return case, allowing for more informed decisions and actions.

• Return Processing Capabilities: Within the Kustomer platform, agents now have the flexibility to process, close, cancel, or flag returns. These capabilities streamline the returns management process, making it more efficient and responsive to customer needs.

To begin, merchants will need to start out in Kustomer install the Loop app. Merchants can install the Loop app from within the Kustomer App Directory.

1. Go to Apps and select Explore Directory.

2. Search for Loop in the App Directory, and then select Install.

3. Once the installation is complete, select Click to Copy at the bottom of the page to copy the form hook endpoint URL. This Kustomer hook URL will be used in the next step of the setup process.

Next, log into the Loop admin to configure outbound webhooks to post return data to Kustomer. To set up the webhook in Loop:

1. Sign in to Loop as an administrator, and go to Settings > Developers > Create webhook.

   There will need to be 4 separate outbound webhooks for each of the following event types: Return created, Return updated, Label created, and Label updated.

   The URL for all of these hooks will be the form hook endpoint URL you copied from the Kustomer settings in the prior step. Fill out the fields for each webhook as follows:

   1. Return created

      • Event: Return created

      • Response: Return

      • URL: form hook endpoint URL

   2. Return updated

      • Event: Return updated

      • Response: Return

      • URL: form hook endpoint URL

   3. Label created

      • Event: Label created

      • Response: Label

      • URL: form hook endpoint URL

   4. Label updated

      • Event: Label updated

      • Response: Label

      • URL: form hook endpoint URL

2. Click Add to save each new webhook. Verify that the status of the hook appears as Active in the Webhooks list in Loop.

3. To test each webhook, click on the webhook in the list, then switch on Testing Mode.

For assistance, please reach out to Kustomer support.