Loop Returns & Exchanges

Great support and great tool

I've had a great experience when reaching out for help from Loop. Someone gets back to you in less than 24 hours and is always will to give details instead of sending you a link to a help center article that you may have already read. Gabbi has been super helpful!

Great team to get your onboarded. Has made for a better experience for our customers, and simplified processes internally.

First, let's talk experience:

- Loop has had THE best enterprise onboarding experience we've had. Their multi-collaboration tool made implementation a breeze, despite having to rope in multiple external teams (email, devs, CS, etc). Everything was laid out in explicit detail, with step-by-step guides and time estimates as well. I wish every company were as organized as Loop's onboarding process.
- Olivia (sales), Taylor (implementation), and Wendy (merchant success) have been lovely to work with. Each person we've worked with at Loop has been highly responsive, which I love — previous companies we worked with felt like emailing into the void.

Next, let's talk product:

- Both we and our customers LOVE the Shop Now feature. Most of our products don't have variants, so we were previously limited by variant-only exchanges.
- Our older customer love having the option for printerless returns in our various markets. This allowed us to replace a second app we were using for printerless returns in Canada and it helps us be accessible.
- The analytics reporting is in depth, while not requiring a data science degree. (If you know you know!)
- Loop has integrations with the rest of our tech stack, including our WMS. This is huge. I will say that the integration with Rise has been a bit buggy, but I believe that's a problem on the Rise side (not the Loop side).

Pricing:
- We were previously on a flat monthly fee rather than a pay-per-return model, and from a finance perspective, I much prefer the stability of monthly fees. That said, they're also rolling out a new model where technically the customer pays instead of the merchant.
- Only complaint is that the invoicing team sends the invoice the exact same day they automatically charge it, and since that amount can significantly vary, sometimes it leaves our finance team scrambling.
- Overall, there are certainly cheaper return platforms, but I think Loop provides enough value for the price that it charges. :)

Loop Returns & Exchanges allowed us to significantly improve our customer's experience when something they bought didn't work out. Making it easy for them to return and exchange coupled with upsell and revenue retention elements is a win-win for both our customer and our company's bottom line. We've been able to keep our return rate low, while be easy to do business with.

Wendy is GREAT!

Productive and proactive reps who bring good incentives for growing the relationship while offering good value and not just upsells.

Loop has been a lifesaver and a great addition to our site. The onboarding process was seamless and the Loop team made it so easy for us and was very helpful along the way! Loop has freed up so much time for our small team with the automated returns and exchanges. It is also so amazing to gain insight on why customers are returning/exchanging. The process is easy for customers to use and the loop team is always in contact with us as we continue to navigate the platform. We are so happy we integrated this platform to our store!

Loop Returns has been an amazing returns function for our brand. We have saved a significant amount of money in retained revenue from converting refunds into other outcomes, the portal and experiences for customers is seamless and easy to use. We love that it's highly customisable with workflows, policies and onsite presence.

We had to quickly move to Loop from our previous returns platform. The setup was easy and it has been running smoothly ever since.