Wild Oak Boutique review for Loop Returns & Exchanges

Oct. 29, 2023

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.