Overview

Loop has partnered with TikTok Shop and Silk Commerce to create a seamless, in-app returns experience for TikTok Shop orders. The Loop app, available in the TikTok Shop marketplace, automates return label generation and processing, allowing shoppers to complete their entire return directly within the TikTok app - no redirects, no third-party links.

This integration is owned and maintained by Silk Commerce in partnership with Loop and TikTok Shop.

Note: The Loop app works with any TikTok orders regardless of which Shopify <> TikTok Shop connector you're using (including connectors built by Aftership, CED Commerce, ShoppeDance, and others).

The TikTok Shop integration consolidates all returns (DTC and TikTok Shop) into a single Loop admin, streamlining returns management while dramatically improving the shopper experience and positively impacting critical TikTok Shop metrics like After-Sale Handling Time.

When a TikTok Shop customer initiates a return, Loop automatically generates a return shipping label. The label is sent to TikTok Shop and displayed directly in the buyer's TikTok app under the return order section. You no longer need to confirm returns in the TikTok Shop Seller Center - instead, confirm receipt of the return package directly in the Loop app, following the same process you use for DTC orders.

Customers complete the entire return process directly within the TikTok app with no redirects to third-party links, providing a more seamless and trustworthy experience. They can access and review their return label anytime within the app.

Unified returns management: Process all returns from within your Loop admin - both DTC and TikTok Shop orders - eliminating the need to manage returns across multiple platforms.

Enhanced carrier flexibility: Apply Loop's full capabilities (custom carrier accounts, negotiated rates, flexible processing event timing) to TikTok Shop orders, not just DTC orders.

Seamless in-app experience: Shoppers stay within the TikTok app throughout the entire return process. No clunky redirects, no security concerns, no lost labels.

Improved After-Sale Handling Time: Automate label generation and return processing to significantly improve your After-Sale Handling Time score, which directly impacts ad performance, feature access, and search visibility on TikTok Shop.

Reduced support tickets: Return labels are stored in the shopper's TikTok app where they can access them anytime, eliminating support requests from customers who lost their labels.

Return reason analytics for TikTok Shop: View and export TikTok Shop return reasons directly in Loop to uncover drivers of returns, optimize policies, inform product decisions, and quantify impact over time, adding clear, measurable value to the integration.

This app is ideal for brands selling on TikTok Shop who ship to US customers. High-volume TikTok Shop sellers will see the most dramatic impact on After-Sale Handling Time and operational efficiency, and brands focused on Shop Performance Score and ad performance will benefit from optimized TikTok Shop advertising ROI.

Note: As of now, this app only works for US-based TikTok shoppers and sellers. International markets are served by a different app and a different marketplace.

Merchants can install and configure the Loop app directly from the TikTok Shop marketplace.

1. Navigate to the TikTok Shop App marketplace

2. Search for the Loop app

3. Install the app and complete the onboarding process

Note: The app will have Loop branding but will say "By Silk Commerce" underneath.

For detailed setup instructions, refer to Silk's User Guide.

Demo:

Once installed, the integration works automatically:

1. When a TikTok Shop customer initiates a return, Loop automatically generates a return label

2. The label is sent to TikTok Shop via API

3. TikTok Shop displays the label in the buyer's TikTok app

4. When the return arrives at the warehouse, the return team processes it in Loop (not TikTok Seller Center)

5. Loop automatically updates TikTok Shop to close out the return

Demo:

This app is available to all Loop merchants at no additional cost from Loop regardless of plan or billing type.

Important: Silk Commerce charges $14/month to cover their costs of building, supporting, and updating the app.

Does this app work for international TikTok Shop orders? No, this app only works for US-based TikTok shoppers and sellers. International markets are served by a different app and marketplace.

Can customers exchange items through the Loop app? No, exchanges and replacements are not currently supported via the Loop app due to API limitations on TikTok's side. We have flagged this for the TikTok team and they are reviewing it as a feature request. Until then, any merchant who enables the Loop app will need to disable replacements and exchanges in TikTok Shop.

What about TikTok's return policies? This app streamlines and improves the merchant and customer experience for processing returns via TikTok, but it cannot address all merchant challenges associated with TikTok Shop's returns policy. TikTok has fairly stringent requirements around how, when, and why returns are processed. Since it's their marketplace, they set the rules (similar to Amazon, Walmart, eBay). Brands should familiarize themselves with all the nuances of TikTok's return policies as there may be areas where they differ from the brand's policies.

How should I align my return window settings? TikTok Shop enforces a minimum 30-day return window. If your Loop return window is shorter, customers could submit returns in TikTok Shop that are ineligible in Loop, resulting in failed return creation attempts. Ensure return window settings are aligned in both systems. You can configure a Loop workflow to extend the return window based on Shopify Order Tag (for merchants using the Silk TikTok Shop <> Shopify connector, the order tag applied is TikTok).

What if I use percentage-based shipping fees in Loop? TikTok Shop only supports fixed, flat rate shipping fees. If you use percentage-based shipping fees in Loop, refund amounts may differ from those shown in TikTok Shop. Since TikTok Shop is the system that issues the refund, the actual amount the customer receives will always follow TikTok Shop policy. Ensure shipping fee settings are aligned in both systems by configuring a workflow to replace existing handling fees based on Shopify Order Tag.

Can I cancel returns in Loop for TikTok Shop orders? Only customers can cancel return requests in TikTok Shop - merchants cannot manually cancel returns. When a merchant cancels a return in Loop, the integration attempts to reject the corresponding return in TikTok Shop, but only if the refund hasn't been approved and the package has either been delivered or is at least 10 days post drop-off. If those conditions aren't met, the sync fails, creating a status mismatch between systems. Avoid canceling TikTok Shop returns in Loop or verify the conditions in TikTok Shop prior to canceling.

Can I flag TikTok Shop returns for manual review? No, TikTok Shop does not support the concept of "flagging" returns. Because TikTok Shop doesn't support flagged returns, they are not handled by the integration and no updates are synced to TikTok Shop. Avoid flagging TikTok Shop returns in Loop.

Can I reject individual line items within a TikTok Shop return? No, TikTok Shop does not support partial rejection. If a return is rejected, the entire return must be rejected as a whole. Only when the entire return is rejected will the integration successfully sync the rejection to TikTok Shop.

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