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How does the Loop integration work?

Help Center Walkthrough Overview: How the Loop Integration Works

This integration is based on a concept Loop utilizes called the third-party label feature (also referred to as the "third-party label request"). This integration relies on using an external connector rather than the Loop shipping service to generate labels. 

I. Customer Return Flow

  1. Initiating the Return: Customers begin the return process via your Loop return portal (which will be your logo and branding, not ReturnBear’s).
  2. Submitting the Request: The customer completes the return request process as normal, selecting their desired return methods and submitting the request.
  3. Label Request and Creation: Once the return is submitted, the page refreshes, and the customer will see that the label creation is in process.
    • At this point, Loop sends the label request to the ReturnBear external connector.
    • ReturnBear then creates a return and responds to Loop’s label request with details for the customer. 
  4. Label Presentation: The resulting page provides the customer with a QR code. Merchants have limited control over the customization of this page.
  5. Printing the Label: If the customer wants a physical label, they click Print Return Label.
  6. Viewing the Status Page: Clicking "Print Return Label" takes the customer to ReturnBear's status page for the return.
    • On this status page, they see details like the closest return points.
    • They are given the option to generate a shipping label and download it.
    • For merchants using this integration, financial details are removed from this page, as all financial return outcomes are handled as usual by Loop.

II. Merchant Return Management (Post-Label Creation)

After a return is created, you can review the details in the Loop Admin:

  1. Return Status: In the Loop Admin Return List, you can see that a label request was issued and that the request was subsequently fulfilled by the external connector.
  2. Tracking: The return entry displays a return bearer tracking number.
  3. Label Access: Clicking "label" will send the user back to the return status page.
  4. Tracking Updates (Future Implementation): Currently, label tracking updates are not implemented (meaning updates received when an item is dropped off or mailed in are not yet displayed). This functionality will be hooked up to provide merchants with updates on where the item is located within the network.
  5. Verification and Processing:
    • Successful Verification: Once the external connector goes through verification, it will programmatically process the return via the API. This automatic process will issue the refund or store credit through Loop.
    • Failed Verification: If a failed verification is received, the return will be flagged using the 'flag return' option in the Loop admin. The merchant will be provided details on what to do with the items. The connector will not programmatically process failed verifications; you must decide what refund or store credit to issue through Loop.