Loop Returns & Exchanges

We've has been using Loop for 3 years, and it has reduced our returns and is a pleasure to use set and forget

The onboarding was thorough, knowledgeable and just a pleasure to work with kind people who actually seem to care. The platform is great and we are happy with the response time and resolutions from the support team. Would recommend!

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

Rece, was so very helpful. She explained things so well with a step by step explanation. So very appreciative for her help, so that I could help my customers better with their questions. Love using LOOP!!

Overall, Loop Returns is a good returns software. The platform offers a lot of nice features and customizations. The integration with our WMS platform makes processing returns easy for our team. Our customers like the “instant exchange” feature as well as the Happy Returns option. The “workflows” allow you to configure return scenarios. However, the reason for three stars is because the platform is very buggy. The amount of return related questions has become a burden for our customer service team. Loop is unable and/or unwilling to find solutions for the issues listed below. In addition third party developers are unable to help.

• Many customers experience issues using the “on-store” shop now feature. After selecting their items and clicking checkout to proceed to the return summary they are redirected back to select return or exchange again. Occurs most frequently on mobile devices.

• The “on-store” shop now feature doesn’t work in our mobile app pop up browser. The product(s) the customer selects to exchange for do not populate on the return summary page. Therefore, we are unable to have links to the returns portal within our app. This is a major issue as roughly 20% of our customers use our mobile app.

• The “shop now bonus” credit is hidden on the returns summary page. This causes customer confusion as they think they aren’t getting the bonus that was previously presented in the return process. To see the bonus the customer has to click the “details” drop-down and it is shown as a line item near the bottom.

• Loop Returns doesn’t work well with Shopify Markets Pro making international returns challenging. The HS codes for products from Shopify Markets Pro orders do not always pass to Loop causing returns labels to not generate. There is no way to override this so we have to generate and process those returns outside of Loop. This is only roughly 5% of those international returns.

• A portion of returns that expiree that have Happy Returns selected for the return method can no longer be returned/exchanged, even when added to the “allowlist”. For some reason when those returns expire it also shows the return was dropped off at a Happy Returns bar even though it wasn’t. Therefore, the system thinks the item(s) were returned already and can no longer be returned. We generate and process those returns outside of Loop.

• You are unable process returns through Loop if the customer’s email address was edited. For example, if there was a typo in the email address and our customer service team corrects it, the customer can no longer initiate the return through the returns portal. It provides the error “unable to retrieve order”. We have to generate and process those returns outside of Loop.

Really impressed with the returns solution by Loop, we've automated our returns system that took a huge workload off our CS teams but also if there are any issues they are super responsive with a solution. Plus they have integrations with many companies to help you in further areas.

We have just started on the system and love the user friendly interface, its a lot easier than manually processing our exchanges and is now all stored in the one place for me to follow up on.
Very easy for customers to use too.
Jess was super helpful and very good at follow up!
Only downfall is it doesn't integrate with MYPOST business for Auspost only eparcel which didn't work for us so we have lost some features but it is still a great product.

Emma responds quickly and gives clear, step-by-step help. Super easy to work with!!

Loop is a suitable application for those focusing solely on domestic returns rather than international ones. Although Loop claims to support international returns, this feature falls short in reality. They rely on third-party apps to generate return labels, incurring additional costs. The third-party service, typically Easy Post, proves cumbersome and not user-friendly. Moreover, Easy Post functions more as a developer platform, requiring a dedicated team for optimal use. Consequently, utilizing Loop becomes impractical and costly. It's advisable to explore alternative return applications and refrain from committing to any contracts with Loop until thoroughly evaluating their services.

pricing is incorrect. There is a tiering on the # of returns per year. Making the cost more than double.

These guys don't want smaller merchants, that is obvious.

Also incredible inefficient onboarding. You can't download and install their app, but need to receive a demo and talk to a sales person first before receiving an activation code.