Loop Returns & Exchanges

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.

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.

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

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.

So bad!! No unboarding, salespeople lie to you that everything is possible, while it's not !!! The worst app I've ever seen on Shopify.

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.

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.

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.

Multiple days to onboard the platform ,not plug and play, sends customers to different website for returns.

DO NOT USE THEM! We were with them for two years. They lock you into a year contract. You have to estimate how many returns and exchanges you'll have during the year. If you exceed your limit, you have to pay them $3 per return / exchange you go over. If your company grows, so will your returns, which means Loop will cost you more money. They're a bad option for both small and large companies.

After the first year, they were going to charge us around $13,000 unless we renewed our contract with them. We had to pay them around $9,500 at the end of our second year contract for going over because we grew faster than expected.

Competitors are getting better and they're way cheaper. Plus most competitors don't lock you into annual contracts. It is well worth the time doing some demos with other companies and accessing their overall value. Unless Loop adjusts their contractual and pricing structure, I don't see how they can be competitive.

Also, when there were glitches in their software, their customer support was awful. My advice is save your money and shop around because there are definitely better options.