Checkout+: FAQ

This article addresses frequently asked questions regarding Checkout+.

Use the menu on the left to quickly navigate this article.

What happens if a customer doesn’t purchase Checkout+? 

Customers that don’t purchase Checkout+ can still submit returns through Loop. However, they will be subject to a handling fee since they did not purchase Checkout+ for free returns.

What if I have my Shopify store configured so that products can be purchased directly from the product description page?

If you’re using the Checkout+ checkout configuration, there will be no change here. The customer will be offered coverage during checkout as usual.

My customer accidentally purchased Checkout+. What action should I take?

It is up to you if you want to refund the product on the order in Shopify. Since the Checkout+ product was on the order at the time it was placed, we will still bill for this. 

If a customer pays for Checkout+ and does multiple returns/exchanges against a single order, are they covered for all of them?

Yes, free returns will be offered for all returns and exchanges for that order.

How do I explain Checkout+ on our return policy page? 

As part of the Checkout+ program, your return policy and website should accurately reflect how your customers can perform returns while “Checkout+” is enabled. Below is a template example of how you can communicate Checkout+ within your return policy.

However, you have the ultimate responsibility for ensuring that your website and related websites, are truthful and accurate and advise customers if there are any additional fees that apply to perform a return (such as restocking fees):

Products are eligible for exchange, store credit, or refund for up to [insert your return policy window] following the purchase date.

We offer you the option to unlock free return shipping later for the eligible items in your order by paying a small returns fee at the time of purchase. If you choose to pay this fee during purchase, there is no additional charge for shipping your item(s) back to us. If you choose not to pay this fee during your purchase, you may be subject to a higher shipping/handling fee later at the rates that we require on the date you ship your item(s) back to us for a return. 

Please note that this service does not exempt your order from final sale or other store policies. 

Note: The Checkout+ & handling fees may change from time to time based on factors including return rate, label rate, and Checkout+ purchase item adoption. As a result, you may wish to not include these exact prices in your return policy.

How do I update Checkout+ copy?  

Go to the customization section on the Checkout+ page in your Loop admin and navigate to “Checkout+ content customizations”. 

How do I update the style of the Checkout+ buttons? 

Go to the customization section on the Checkout+ page in your Loop admin and navigate to “Checkout+ style customizations”.

How do I exclude products from Checkout+? 

Exclude products from Checkout+ by using the excluded product tag or line item properties field on the Checkout+ page in your Loop admin. For more information on excluding products from Checkout+ review this help center article. 

Can I change the Checkout+ product image? 

Yes, you can update the Checkout+ product image in Shopify. 

Can I change the name of the Checkout+ product?

You can update the name of the Checkout+ product, however, for Checkout+ to function properly you cannot update the product URL handle.  

Can I show the cart total without the Checkout+ price on the secondary button? 

For the non-Checkout+ button, you can use {{ cart_total }} to display the cart total without the Checkout+ fee on the “Checkout+ content customizations” page. 

Can I change the layout of the Checkout+ buttons? 

The layout of the Checkout+ buttons cannot be changed from the standard layout. 

Can I prevent Checkout+ from impacting the Shopify order notes?

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

How do I make sure Checkout+ is still working as expected after updating my theme?

Follow these testing steps to confirm Checkout+ is visible in your cart (and checkout if you are a Shopify Plus merchant). 

Does the Checkout+ product include taxes?

Tax settings are fully in your hands. Whether the Checkout+ product is taxable is determined by you and your team. This can be configured directly within Shopify using the product's tax settings, giving you the flexibility to align it with your specific tax requirements and business policies.

As for how the fee should be classified, as an item or a service, that's a legal and tax compliance question that can vary significantly by state and depends on how the fee is structured contractually. We'd recommend consulting with your tax advisor or legal counsel to ensure your setup reflects the right classification for your jurisdiction.

Can I adjust the order of products in the cart when Checkout+ is added? 

By default, Shopify sorts cart lines by the time they are added, most recently added at the top. Shopify does not provide a parameter to set a line item’s position when you add it to the cart. 

Can I prevent multiple Checkout+ products on a single order?

Yes, follow these directions to ensure the Checkout+ product can only be purchased one time per order. 

How are handling fees collected?

Merchants must collect exchange 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. Handling fees for refunds and store credit are deducted from the amount issued to the customer. 

If Checkout+ was purchased, can I still charge the customer an additional fee? 

There is not currently a way to support this as handling fees are disregarded if the Checkout+ product is on the order. Beyond this, we would not recommend this because the cart states the customer is entitled to a free return if Checkout+ is purchased. 

How often will I be billed? 

Billing takes place 2x / month - on the 15th and the last day of the month. 

Where can I see my invoices? 

All invoices live in Ordway, Loop’s billing system. You can login here, then go to Invoices. Or you can access login from Loop admin by clicking drop down in upper right corner, selecting Account, then selecting Manage billing in Ordway button.

What information is on a Checkout+ invoice? 

Checkout+ invoice will have line items that include the rev share and total fee in the description, as well as the quantity, unit price and amount. Below is an example of a Checkout+ fees line item.

What currency does Loop bill in? 

All Loop invoices are in USD. The agreed upon Checkout+ fee for billing is in USD. Non-USD handling fees are converted to USD based on daily conversion rates. 

How does Checkout+ billing work? 

First, you collect all of the Checkout+ fees and handling fees from the customer in Shopify. Then, Loop invoices for Loop’s rev share of Checkout+ fees and handling fees you collected during that billing period as outlined in your Loop agreement.

How should my warehouse handle fulfilling the Checkout+ product?

Our recommendation is to set the Checkout+ product to auto-fulfill with the Shopify Flow app. You can have the Checkout+ product auto-fulfill immediately or after all other items in the order have been fulfilled. 

Auto-fulfilling the Checkout+ Product Immediately

Auto-fulfill Checkout+ product after warehouse fulfillment

Can Checkout+ be used with other toggles/opt-ins in the cart?

This is not recommended from a CX perspective. We have historically seen lower adoption with multiple add-ons in the cart. It may slow down the site to have multiple products added to the cart at once.

How can we prevent the Checkout+ product from appearing in our Klaviyo emails?

In Klaviyo, you can filter out a specific item using custom code in a table block. To exclude the Checkout+ product from Klaviyo, use conditional statements to hide/show the content if the item name is “insert_specific_checkout+_name”. Admin access within Klaviyo is required to exclude/ blacklist products. If you need additional support, we recommend reaching out to the Klaviyo support team. 

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

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

Does Checkout+ work with Purple Dot for pre-orders?

Yes, we have an integration with Purple Dot that will dynamically route the customer to the correct checkout experience based on the products in their cart. Please reach out to your Merchant Success Manager if you would like to use this feature!

How does Checkout+ work with social media channels? (Tik Tok, Instagram, etc.)

Checkout+ wouldn't show in any social channels. We can still accept their returns, but they would be charged a handling fee unless there is a workflow set to waive the fee. 

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