OVERVIEW

Instant Refunds via Reshop give shoppers access to immediate refund dollars at the time they submit a return. Instead of waiting days (or weeks) for funds to appear on a card, shoppers can instantly receive a refund through a virtual gift card, debit/credit card, or bank account.

This experience is embedded directly within the Loop returns portal, so the merchant’s workflows remain the same while offering customers a faster, elevated refund option.

The videos below show examples of the Instant Refunds via Reshop flow for new and existing Reshop customers respectively.

The shopper experience for Instant Refunds via Reshop is as follows:

1. When a shopper starts a return, a pre-approval check is run to determine eligibility for an instant refund.

2. If eligible, the shopper will see the option for a Reshop Instant Refund alongside the merchant’s existing refund methods.

   Note: During the pilot, shoppers will only see Reshop if their return is a full refund (not an exchange or partial refund).

3. Shoppers who select this option are prompted to create or sign in to their Reshop account, then choose how to receive their refund:

   • Virtual card (always free)

   • Bank account (may include a small processing fee)

   • Personal debit/credit card (may include a small processing fee)

4. Once the return is submitted, the refund details appear on the Return Status page. Virtual cards are accessible immediately.

5. Shoppers will also receive Reshop notifications reminding them to ship their return within seven days.

On the merchant side:

1. Reshop returns will be designated as such within the Loop admin

2. These returns remain open in Loop until they are:

   • Processed manually in the admin

   • Processed through API, POS, or warehouse integration

   • Automatically marked as “accepted” by Reshop after:

     • The label status is delivered and 4 days have elapsed

     • The label status is in-transit and 9 days have elapsed

3. Once marked as refunded via Reshop, items are no longer eligible for additional returns in Loop. If the return is cancelled, it must be handled manually.

4. If no label activity is detected within seven days, the return is automatically cancelled.

• Cancellations and adjustments should be done within the Loop admin by taking action on the relevant return

  • Remove items from the return that are missing

  • Cancel returns if requested by the customer

  • Reject returns for disqualified items

• These adjustments will flow to Reshop and be deducted from your owed balance to Reshop

To get started with the Reshop integration, merchants should get in touch with their Merchant Success Manager. Once the merchant has signed their Reshop contract, Loop and Reshop will enable the integration.

After the integration has been enabled, Loop recommends updating the return confirmation email to include language about Reshop Instant Refunds.

Here's an example of what to include:

“Selected to receive an instant refund, powered by Reshop? You should receive a confirmation email directly from Reshop with your refund details. If you have questions about your instant refund, reach out to them directly.”

To edit the return confirmation email, navigate to Returns management > Shopper experience > Notifications > Return confirmation.

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 shoppers still choose a traditional refund method instead of Reshop? Yes. Shoppers can exit the Reshop flow at any time and return to your standard refund methods (refund to original payment method or store credit).

How is this different from Loop’s native Instant Refunds?

• Loop Instant Refunds process immediately, but funds can still take days to reach the shopper depending on their bank.

• Reshop Instant Refunds deliver funds instantly via a fintech network (e.g., virtual card). Reshop also takes on the fraud risk.

Who assumes the risk if items are not returned? Reshop assumes 100% of the financial risk. Merchants are protected from loss.

Is there a cost to merchants? The pilot is free through the end of 2025.

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