Offset Flex: Checkout FAQ

What Loop plan is Offset Flex available on? Offset Flex can be added on to any standard Loop pricing plan.

What happens if a customer doesn’t purchase Offset? Customers that don’t purchase Offset can still submit returns through Loop. However, they will be subject to a handling fee since they did not purchase Offset for free returns.

The offset toggle defaults to on in checkout. Can we change it to be default off and the shopper can toggle it on if they choose? At this time, we don't support this type of customization. The toggle defaulting to on is expected behavior and can't be altered.

Can I use Offset Flex for non-US and cross-border returns? Yes, you can connect any shipping service available with Loop to cover all regions.

Can I set different fees for different return policies? You may set different handling fees within each return policy. However, the Offset fee is not dynamic at this time and would only apply to markets you configure the Offset SKU for.

Can I set up rules for when to charge different fees or offer free returns? Yes! You can use Workflows to set up rules for handling fees such as offering free returns for VIP customers, first-time customers, exchanges over refunds, damaged products, etc. However, the Offset fee will still show at checkout. We plan to improve this customization for merchants soon.

Can I set the Offset SKU to default-off rather than default-on? Not at this time, but we plan to add this customization for merchants soon.

Can I combine Offset with Shipping Protection? Not at this time, but we plan to add this capability for merchants soon.

What if I have my Shopify store configured so that products can be purchased directly from the product description page? If you’re using Offset Checkout, there will be no change here. The customer will be offered coverage during checkout as usual.

Can I prevent Offset from impacting the Shopify order notes?

No, Loop must enter Offset information in the notes field. We rely on this to be able to identify the Offset product in Loop and for billing purposes. Offset notes will not interfere with any other notes.

How are handling fees collected? Merchants must collect handling fees via Stripe. If you do not have Stripe connected to Loop already, please follow the setup steps in the Stripe article to link your account.

Do I need to disable Redo before moving forward with Offset setup?

We recommend disabling the Redo app and deleting/deactivating the Redo product before proceeding with setting up Offset.