Loop Returns & Exchanges

Loop has been great for us. We've fully automated our returns process which is a win-win for our support team and our customers. Every month, we review the Return Reasons reports to see how we can improve our products, website, and marketing.

We've been on the platform for almost a year and could not be more pleased. We had been on an alternative platform previously but due to several shortcomings and account reporting issues we elected to look at alternatives. We shopped over 3 leading platforms and ultimately selected Loop and could not have been more pleased. The onboarding process was extremely smooth and really fast. The platform was very intuitive and we were able to complete most of the configuration ourselves but the support and responsiveness of the Loop team really made the process seamless. The feedback from our customers is extremely positive and the return / exchange process is frictionless. Thank you Loop.

We have been really unhappy with this app. We have zero support. When you send a support ticket, it may take days for them to get back to you, if they get back to you at all. They will not call you or schedule a meeting if there is an issue, so instead, it becomes days' worth of emails back and forth and a waste of valuable time. We find it glitchy and not user-friendly and not worth the money.

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.

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.