Loop Returns & Exchanges

This has been the worst onboarding experience I've ever had. The customer service/technical support is nonexistent and you will run into countless issues left unresolved for months.

They provide no technical support at all. Absolutely RUN! I'm trying to get out of it as soon as I can and probably will try Swap Commerce.

Worst experience I’ve ever had with a Shopify app.

We attempted to get this app activated for 6–7 weeks and never even reached the point of being able to use it.

You cannot activate the app without a sales call, and that call is not onboarding it’s a commission-driven sales pitch designed to extract as much money as possible using vague, shifting “custom pricing.”

We were assigned a sales representative who was completely incompetent: emails went unanswered, pricing changed repeatedly, and terms were altered after agreements had already been made.

Almost every email contained a different price because they clearly didn’t understand their own product or pricing structure.

To put this into perspective:

We were initially told 30% revenue share on Checkout+ with no monthly retainer

After we researched and agreed, we were told “actually it’s 40% now”

Then we were quoted $800+ per month for a business processing around 120 returns per month and 2500-5000 tracking orders.

This is not normal, acceptable, or transparent. No serious business would agree to terms that change on a whim depending on how the agent feels on that given day.

As a result, this app wasted over six weeks of our time. I cannot even comment on whether the app itself is good, because we were never given access to log in or use it , purely due to the actions of a poor sales agent who had no idea what they were doing.

We escalated to management who were no better silent and non existent , I would advise seniors to look at the management actions who also took this personally never intervened never issued any response at all via email basically non existent. Instead of realising there was friction with myself and a sales agent they simply got the same agent to just keep sending me different prices... after we explicitly asked to speak to someone else.

That request was ignored. Instead, we received more emails from the same sales team with yet more inconsistent pricing. There manager who was head of Europe I believe is a very incompetent manger and its cost the company revenue, it hasn't cost me anything because we are now booked in with your competition. I am sure the owners of loop returns would love to see how your management handles situations like this because they were poor all around.

What makes this worse is that their Checkout+ revenue-share model is completely unnecessary. The make out its impossible to achieve anything like it, they are not being honest with you. Here's how you can do it yourself.

Any competent merchant can:

.Add a prepaid return label as a product - Tag this pre paid return as pre paid shipping.

.Offer it at checkout ( if on pro via a tick box ) or post-purchase sales ( post purchase sales will convert much better because the sale has already converted).

.Apply rules in ANY returns app so orders with that tag receive pre paid shipping and they are given a free label.

Zero revenue share required, all the money is yours and you have the exact same features.

.If you genuinely want Checkout+ functionality on your cart drawer, a competent Shopify developer can implement it in 2–3 hours and they can add the button under your original checkout button exactly the same as loop returns. Why give them a single piece of your revenue? You just saved 30-50% in commission for a 2-4 hour retainer cost... Don't be lazy.

We were told by sales that this takes “over a year” , which is absolute nonsense and clearly said only to justify their pricing , it's easy to achieve.

This company does not care if you are overpaying. They rely on sales pressure, opaque pricing, and commission-driven agents.

The constant “book a call” and “contact sales” messaging on the pricing page and the need for a activation code before you can do anything should tell you everything , because once you’re on that call, you’re negotiating with someone desperate for commission, not someone trying to help your business. Nothing like any other shopify app and I am surprised Shopify actually lets practices like this take place.

They love to say they’re a “Shopify partner.” So is almost every reputable app.

There are multiple alternative apps offering the same tracking and returns functionality, with:

.Clear pricing
.Better ratings
.No revenue-share traps
.No time-wasting sales gatekeeping

If I could give zero stars, I would. This review has nothing to do with the app’s functionality and everything to do with money-grabbing, commission-seeking sales agents who try to extract as much as possible before you even get access.

Do not waste your time. I lost six weeks of mine.

e have been using loop for about 2 years, this company has offered us zero value, and when we wanted to switch to another company the "auto renewed" our policy very quietly. They send you 1 email and if you don't respond they will lock you in. They just care about their bottom line and not actually helping you make money.

We switched to another company and it has been the most fantastic experience. They actually care about making you money not just upselling.

Loop onboarding team are not available for calls, but just via emails, and this makes onboarding highly inefficient and slow. We started onboarding in August, after 2 months we are still here trying to set up the platform by trial and error.

Terrible customer service and support. After using this app for a year we are trying to cancel and they handball you around different departments. There is literally no support or settings for cancelling your subscription.

They make it virtually impossible to cancel your account. There are better softwares out there for less.

I uninstalled this app and was told my subscription was cancelled, yet I’m still being charged. I’ve contacted support multiple times with barely any response. To make matters worse, I can’t even log in to my account because the one-time login code never arrives. There’s no way to manage billing or get proper help. Really disappointing experience — I wouldn’t recommend this app based on their lack of support and poor handling of cancellations.

We didn’t even get the chance to become Loop’s customer or fully test their system. After a phone meeting with one of their sales reps, we were promised a demo first thing Monday morning. However, two weeks passed with no word from them, and we had to reach out ourselves to get things moving again. When we finally received the demo, it was extremely limited, allowing us to test only a few functions.

Despite clearly communicating multiple times that we needed access to all features for a proper evaluation, we were denied this access. This was incredibly frustrating, especially considering we were told it would be possible.

After dealing with their inattentive and dismissive customer service, we were eventually ghosted by their support. In the end, it became clear that Loop wasn’t interested in having us as a customer, despite our clear interest in their highest-tier plan.

After wasting so much of our time, we decided it wasn’t worth pursuing them further. Their repeated lack of interest and poor engagement convinced us to look elsewhere.

European brands, beware! Lots of promises until you sign, then no one is available for the onboarding. Support is almost non existent for EU brands, it's been more than a week for us, still waiting to finish setting up our account or answer our most basic questions.

Unable to log in and there is no way to re-set my password that works. I emailed support hopefully they respond soon but I have never had an app with such challenges logging in and my customers are getting very upset.