Returns don't have to be your biggest ticket category.
Where's my refund. Wrong size. Label won't print. We configure Loop and connect it to your help desk so shoppers exchange instead of refund, agents see the return next to the ticket, and your team stops processing returns by hand.
Sound familiar?
Loop gets a returns portal live in weeks.
Turning it into fewer tickets and more retained revenue is configuration, and that's the part we do.
What We Do
What We Do With Loop
Loop is the post-purchase platform for Shopify brands: returns, exchanges, tracking, order editing, delivery promise, fraud, and return shipping in one place, built to turn a refund request into an exchange.
Loop gets the portal live. We make it work for support: policy rules that enforce themselves, exchange flows shoppers actually choose, and a help desk that shows agents the return without a second tab.
Help Desk Integration
Gorgias is the help desk Loop integrates with natively, and it's where most of our Loop work happens: refund status, shipping status, and return reasons appear inside the ticket, so 'where's my refund' gets answered without opening another tab. For Zendesk, Front, Freshdesk, and Intercom we build the connection through the Loop API and Zapier (we're a Platinum Partner), so return events reach the help desk your team already uses.
Returns Portal and Policy Setup
Return windows, eligibility by product or collection, final sale rules, destinations, gift returns, store credit versus refund, restocking and shipping fees, printerless returns, and cross-border handling. We translate the policy that lives in your macros into rules Loop enforces, so exceptions stop being handled one ticket at a time.
Exchange Flow Design
Variant exchanges, Shop Now, Instant Exchange, Bonus Credit, and Shop Later are the levers that turn a refund request into retained revenue. We design the incentives (how much bonus credit, when to offer an instant exchange, how to recommend the next product) and configure the flow so shoppers choose the exchange because it's the easier path.
Ticket Deflection
Loop's Tracking, Editing, and Delivery Promise products exist to prevent the 'where is my order', 'change my address', and 'cancel my order' tickets that fill a DTC queue. We set them up, brand the notifications, and measure the ticket drop so you know what the investment returned.
Fraud and Workflow Automation
Workflows that auto-approve the routine returns and route the rest. Fraud rules that flag serial returners and high-risk requests before a label goes out. Keep-item rules for low-value products. We tune the automation so your team reviews the returns that need a human and nothing else.
Returns Ticket Playbook
Macros, help desk rules, and AI agent guidance for the return tickets that repeat: where's my refund, label won't print, exchange item out of stock, damaged on arrival, outside the window. We write them against your actual Loop configuration and train agents on the Loop admin so the answer matches what the shopper sees.
Audit, Optimization, and Ongoing Support
Already on Loop? We audit the policy rules, exchange incentives, Workflows, fraud settings, notification timing, help desk connection, and the share of your queue that is return-related, then hand you a prioritized roadmap. Most clients keep us on retainer for policy tuning, peak-season planning, new Loop feature rollouts, and quarterly reviews of exchange rate and return ticket volume.
Who This Is For
Apparel and Footwear Brands
Size and fit drive most of your returns, which means most of them should be exchanges. The difference between a refund and an exchange is whether the portal makes the swap easy and whether the agent on the ticket can see what Loop already offered.
What that looks like:
Variant exchanges configured for size and color. Instant Exchange so the new size ships before the old one is back. Bonus Credit tuned to your margin. Gorgias integration so agents see the return and its status on the ticket. Peak-season rules for holiday return windows.
Beauty, Home, and Gifting Brands
Higher order values, gift returns without a receipt, items that can't be restocked, and damaged-in-transit claims that start as a support ticket. Returns are a smaller share of orders and a larger share of agent time.
What that looks like:
Gift returns and store credit flows. Keep-item rules for products that shouldn't ship back. Damaged and defective workflows that skip the label and go straight to resolution. Return reasons tagged in the help desk so product and ops teams see the pattern.
High-Volume and Multi-Region Shopify Plus Brands
Cross-border returns, multiple return destinations, retail locations, and enough volume that fraud is a line item. The support team lives on the exceptions and the exceptions have no process.
What that looks like:
Destinations by region and carrier rate shopping. Cross-border return rules. Fraud rules reviewed with your ops team. Loop POS and Return Bars for in-person returns. Help desk routing by return value and risk flag. Reporting that separates return tickets from the rest of the queue.
Inside Loop
The Loop Features We Configure
Each of these either removes a category of ticket or keeps revenue that would have been refunded. Switched on at defaults, they do neither. We set up every piece.
Exchanges
Loop's exchange suite is the reason brands pick it. Variant Exchanges swap size or color. Shop Now lets the shopper pick anything in the catalog and pay the difference. Instant Exchange ships the replacement before the return arrives. Bonus Credit adds store credit for choosing an exchange over a refund. Shop Later converts a refund request into credit after the fact. We configure which ones are on, for whom, and with what incentive.
Returns and Workflows
Automated return policies, auto-processing, destinations, store credit, refunds, gift receipts, and Workflows that route each return by product, reason, customer, or value. Available on Essential and above. We build the rules so routine returns never touch an agent and exceptions arrive with context.
Tracking and Editing
Branded tracking updates for outbound orders and for returns on the way back, plus order editing that lets shoppers change an address, cancel, or add to an order after checkout. Loop pitches both on fewer 'where is my order' tickets, and that's how we measure them.
Fraud
Flags abusive behavior and high-risk returns before they're approved: serial returners, mismatched items, wardrobing patterns. Available on Advanced. We set the thresholds with your ops team and build the help desk workflow for the returns that get held.
Also in the toolbox
Checkout+, Delivery Promise, and in-person returns round out the platform. We make sure each one has a support process behind it.
Checkout+
Shoppers pay a small fee at checkout for free returns later. It funds the returns program and is the basis of Loop's free software tier. We configure the offer and the messaging around it.
Delivery Promise
Accurate delivery dates shown before purchase, which cuts the pre-delivery 'when will it arrive' tickets. We set it up alongside Tracking so the promise and the updates agree.
Loop POS and Return Bars
In-person returns at your retail locations and at Return Bar drop-off points. We build the help desk process for returns that start online and finish in a store.
Returns Support, Done Right
Built for the tickets returns actually create
A return isn't one event. It's a request, a label, a shipment back, a refund or an exchange, and a shopper checking in at every step. Each step is a ticket if the shopper can't see it and the agent can't act on it.
Loop has a feature for nearly every step, but each one has to be configured and connected to the help desk on purpose. Left at defaults, a returns portal just moves the queue around.
We map the recurring return questions, give each one a self-service path, and make sure the ones that still reach an agent arrive with the return attached.
The Full Picture
Core Loop Features We Configure
We work across the platform and the help desk it connects to. Here's what we build for every client.
Returns Foundation
- Return policy rules: windows, eligibility, final sale, gift returns
- Destinations, carrier rate shopping, and label customization
- Store credit, refund, and fee logic (restocking, shipping, dynamic fees)
- Printerless and cross-border returns
- Custom portal URL and branding
- Test environment for policy changes before they go live
Exchanges and Retention
- Variant and advanced exchanges with inventory awareness
- Shop Now, Instant Exchange, and Bonus Credit (Advanced)
- Shop Later credit conversion
- AI product recommendations in the returns flow
- Keep-item rules for low-value products
Help Desk and Channels
- Gorgias integration: refund status, shipping status, and return reasons inside the ticket
- Zendesk, Front, Freshdesk, and Intercom connected through the Loop API and Zapier
- Macros and AI agent guidance for return ticket types
- Klaviyo and Attentive notifications aligned with help desk messaging
- Aircall integration so phone agents see the return too
Reporting and Operations
- Help desk tags that separate return tickets from the rest of the queue
- Return reason reporting shared with product and ops teams
- Exchange rate and retained revenue reviewed quarterly
- Fraud flag and hold-review workflow
- Peak-season playbook for holiday return windows
Our Process
How We Work
Discovery and Audit
We map your return volume, return reasons, current policy, Loop plan, help desk, and ticket mix. If you're already on Loop, we audit the policy rules, exchange settings, Workflows, fraud configuration, and integration. If you're launching, we document what the support side needs on day one.
Strategy and Planning
Policy translation from macros into Loop rules, exchange incentive design, Workflows and fraud thresholds, help desk integration map, macro and AI guidance list, Tracking and Editing scope, and a timeline that stays clear of your peak return season.
Implementation
We do the configuration inside Loop and your help desk: policy rules, destinations, exchange flows, Workflows, notifications, the Gorgias integration or the API and Zapier connections, macros, rules, and tags. Then we test with real return scenarios before anything goes live.
Training and Launch
Agents learn the Loop admin and the returns playbook. Admins learn policy rules, Workflows, and reporting. We soft-launch with monitoring through the first few hundred returns so early issues are caught in hours.
Ongoing Support
Policy and incentive tuning as return reasons change, peak-season preparation, new Loop feature rollouts, integration maintenance, and quarterly reviews of exchange rate and return ticket volume.
Loop Plans at a Glance
Loop's published pricing. Essential and Advanced are quoted on volume, so treat the figures as starting points.
Checkout+
software and return shipping, funded by a small shopper fee at checkout
Loop's entry point. Shoppers opt in to free returns when they buy
- Returns software
- US and Canada domestic return labels
- Return Bars drop-off
- Core returns features
Best for: Brands that want a returns portal without a software line item and are comfortable with a shopper-paid model.
Essential
per month, quoted on order volume
Adds the automation that keeps routine returns out of the queue
- Everything in Checkout+
- Unlimited destinations
- Automated return policies
- Carrier rate shopping
- Workflows
Best for: Brands with enough volume that policy exceptions and routing need rules instead of agents.
Advanced
per month, quoted on order volume
Adds the exchange and fraud tools that turn refunds into revenue
- Everything in Essential
- Shop Now
- Instant Exchange
- Bonus Credit
- Fraud prevention
Best for: Apparel and high-volume brands where turning refunds into exchanges is the whole point.
Pricing notes
Figures are Loop's published starting prices and may change. Ridgeline setup and retainer pricing is scoped per engagement.
Not sure which tier fits?
Schedule a Free ConsultationThe Stack We Connect Loop To
We specialize in connecting Loop to the help desk, shipping, and marketing tools your team already uses.
Help Desk
Ecommerce
Shipping and 3PL
Automation
Voice and SMS
CRM
Loop lists 120+ Shopify app integrations, plus anything Zapier can reach.
Frequently Asked Questions
Ready to make returns easier to support?
Whether you're launching Loop, already on it and still refunding by default, or trying to get your help desk and Loop talking, we've done this before. Let's talk about what your returns queue needs.