Loop Returns & Exchanges

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.

Super easy to set up and the customer service was awesome! Lindsey T was fantastic to deal with. Thank you Loop!

Once you "install" the app, you can't even try it. Instead, they force you to do a Zoom call and the link to book a call didn't even work. Pricing is not transparent at all, they have a subscription fee and a cost per return. The usage fees aren't displayed on their website or mentioned on the Shopify app store page. They only integrate with Shopify, so you won't be able to use Loop if you have any plans to change your e-commerce platform. They only do 12-month minimum contracts. 1. Misleading marketing 2. No free trial 3. Opaque pricing Too many red flags for me. I'm shocked Shopify would even approve this app.

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.

Loop has made the process of our returns simple and effective. In addition to that their support team has been super helpful and friendly. Returns used to be a laborious process, but with Loop we have been able to focus on other areas of our company which has helped us grow. Also shoutout to Ash at Loop for be an amazing rep for us over the years!

Loop has been the biggest help to our growing business. As someone who does returns daily, We have used many platforms but Loop is the most efficient we have used to date! We have no plans to change now or in the future.

This company is very difficult to deal with, don't expect to have this app up and running quickly. I started the process with them and after 7 days I couldn't even get a straight answer on pricing from them let alone the app up and running. they wouldn't let me just select the $29 plan as advertised on the app page and get up and running.

Loop is a solid reliable returns platform. I've used it in two different ecomm companies. It's userfriendly, the workflows, tags usage, and return outcomes are well thought out. We definitely take advantage of the Shop Now feature to keep customers reingaged in our eco system. Financial Reconciliation is a bit tricky with, that's an area that can be improved upon, but that said, it's comparable to others on the market. Overall, I'm pleased to continue using Loops as my go-to returns solution.

The platform is flexible and works ok. BUT - when you sign up you are LOCKED in to that monthly payment, no matter what. If your business model changes and you want to change to a cheaper plan or cancel the service, you are out of luck. Even if you are not using their service at all they will make you pay them every month, no matter what. It is really not an appropriate business model for this kind of service and they do not care about their customers AT ALL.

Onboarding was super easy. Taylor was very helpful and made the transition to using Loop seamless. Looking forward to using the app

Loop is an incredible platform for returns/exchanges. Our Merchant Success Manager, Ash is the absolute best. I recommend this app 10/10.

Cannot fault Loop, they have made Returns so much better for us! Our onboarding manager Brooke has been perfect throughout setup and even after with any questions we have had. Such an ease working with these guys and I can't thank them enough! PJJ

I am thrilled to share my outstanding experience with Loop, a powerful tool that has revolutionized the way I manage my business. From customizing policies and workflows to effectively reducing return ratios, Loop has been an absolute game-changer. One of the standout features of Loop is its user-friendly interface, which made the entire process seamless and intuitive. I greatly appreciate the ease with which I can navigate and customize various aspects of the software. It has truly empowered me to tailor the platform to meet my specific needs and optimize my operations. In addition to the exceptional software, I must commend the dedicated representatives at Loop who have been instrumental in my journey. Jackie and Ash have been invaluable in providing insightful recommendations and offering guidance to streamline my workflows and maximize efficiency. Their expertise and commitment to customer satisfaction have truly set them apart. Loop has not only enhanced the functionality of my business but has also provided unparalleled support along the way. The level of assistance and prompt responses I have received from the Loop team have been commendable. Knowing that I have a reliable support system in place gives me peace of mind and confidence in utilizing the software to its full potential. I cannot emphasize enough how Loop has positively impacted my business. It has surpassed my expectations, and I wholeheartedly recommend it to any business owner seeking to streamline their processes, reduce return ratios, and improve overall efficiency. Thank you, Loop, for providing an exceptional platform and top-notch customer service.

Loop has been a great resource in helping our customers with their returns and exchanges. It gives them the ability to find another item of off our website in exchange, without leaving the page! The support team and reps have been wonderful in helping us with integration and solving any issues that arise.

We love LOOP! The interface is super user-friendly and is a great customer experience. The help we've received from the LOOP team has also been extraordinary.

We started using a Loop because it was the only platform integrated with recharge, which was a big win. In addition, its user-friendly interface, streamlined workflows, customizable policies, automated documentation, and integration capabilities have made it easier for my team.

The best thing about Loop are the all the lovely people that are involved. Every single person I have come in contact with has been a joy to work with. They made sure set-up was easy and I felt supported through the entire process. We just went live so I can't speak too much to the performance but so far the customers that have used it have seen a seamless experience and I feel confident that is any issues arise it will be handled quickly. Would definitely recommend.

We love LOOP. Their support system is A+, wonderful team to communicate with. They are able to handle returns for our multiple different warehouses with no issue, and have simplified our return process fully.

Loop has completely revamped the way that we look at our returns. It changed a previously lengthy process into one that is seamless and now generates additional revenue. The setup process was easy enough for me to do alone as they had a very hands on team assisting me with that. The constant roll out of new features and clear communication from the Loop team has been A+. 10/10 would recommend.

Loop has provided a significant upgrade to our customers' return+exchange experience. Their ability to process multiple types of returns+exchanges coupled with their excellent onboarding and account management teams have made the transition from our old provider that much smoother.