Returns Partner Integration Guide

MasonHub's returns management system is designed to provide flexibility and efficiency through three distinct integration paths. Each integration method serves different business needs while maintaining seamless communication between systems. Let's explore how each integration works and when to use it.

Understanding the Integration Landscape

Before diving into specific integrations, it's important to understand that returns management involves multiple moving parts: the customer's experience, the physical movement of goods, and the flow of information between systems. MasonHub's integrations are designed to optimize all these aspects while maintaining real-time accuracy across platforms.

1. Loop Returns Integration (MasonHub-Owned)

The Loop Returns integration represents our most comprehensive returns solution, providing end-to-end visibility and automation from the moment a customer initiates a return until the item is processed in our warehouse.

Customer Experience

When a customer needs to make a return or exchange, they begin their journey in your branded Loop returns portal. This portal provides two distinct return methods, each designed to meet different customer preferences:

🎥 Watch a demo of the Loop returns experience.

Mail-in Returns: The customer can generate a prepaid return label on the Loop portal and ship their items to MasonHub for processing. This option provides flexibility for customers who prefer to handle returns from home. The system automatically tracks the package and updates all relevant platforms with shipping status.

Happy Returns Bar Drop-off: For customers seeking immediate confirmation of their return, Loop has partnered with Happy Returns. The Happy Returns Bar option allows customers to drop off items at thousands of locations nationwide. This option eliminates the need for printing labels or packaging materials, making the returns process as simple as possible.

Behind the Scenes Processing

Once a return is initiated, several automated processes begin:

An RMA (Return Merchandise Authorization) is automatically generated in both Loop and MasonHub's OMS (Order Management System).
The return method selected determines the routing of the physical item:
- Mail-in returns are sent directly to MasonHub's warehouse
- Drop-off returns are consolidated at Happy Returns locations before bulk shipment to MasonHub. Read the Happy Returns Integration section for more information about how these are processed

Warehouse Processing

When individual customer returns arrive at MasonHub's warehouse, our system and team:

Matches the incoming package with its corresponding RMA
Initiates the inspection process to determine if items can be restocked
Updates inventory levels in real-time
Receives the item(s)
Updates the return status across all integrated platforms

Refund Processing

MasonHub offers an optional automated refund processing feature that can be enabled for your account. This automation streamlines the refund workflow while maintaining strict quality control measures.

Automated Refund Conditions

For a return to trigger an automatic refund, all of the following conditions must be met:

All items listed on the RMA have been received
All returned items are verified to be in good condition and received into available inventory
No items are missing from the return package
No incorrect items were included in the return
No items show signs of damage and received into damaged status

Refund Workflow

When these conditions are met, the following process occurs:

MasonHub completes the RMA receipt in our system
A refund message is automatically sent to the Loop portal
Loop receives the confirmation and triggers the refund in your store platform (e.g., Shopify)
The customer receives their refund through their original payment method

Exception Handling

If any discrepancies are found during return processing, such as:

Missing items
Damaged merchandise
Incorrect items returned
Items in unsellable condition

The automatic refund process will not initiate. Instead, MasonHub will withhold sending the refund message to Loop and put it in the Needs Review queue, allowing your team to review the case and determine the appropriate action directly in the Loop portal.

Depending on your settings within your Loop account, refunds may be automatically processed if you do not take action on these returns after a number of days from delivery.

2. Happy Returns Integration (MasonHub-Owned)

The Happy Returns integration works in conjunction with our Loop Returns integration to provide a unique consolidated shipping model that benefits both merchants and customers.

Download a one-pager about the Loop x Happy Returns partnership.

Return Bar Consolidation Benefits

The Happy Returns consolidation process provides several advantages:

Multiple individual returns are combined into single bulk shipments
Shipping costs are significantly reduced through consolidation
Environmental impact is minimized by reducing individual shipments
Processing efficiency is improved at the warehouse level

Customer Experience

Happy Returns has partnered with Loop to provide brands with a customized branded returns portal experience. The experience is the same as outlined above in the Loop Returns Integration section, where customers are prompted to choose between two distinct returns methods: mail-in returns and Happy Returns Returns Bar Drop-off.

Behind the Scenes Processing

The consolidation process follows a specific sequence:

Individual returns are collected at Happy Returns Return Bar locations
Items sent to a Happy Returns consolidation location
Bulk shipments are created shipped to MasonHub
An ASN (Advanced Shipment Notification) is automatically generated in the Happy Returns and Loop portals, and MasonHub's OMS (Order Management System)
MasonHub receives consolidated shipments with detailed manifests
Items are processed efficiently in bulk

Warehouse Processing

When bulk ASNs arrive at MasonHub's warehouse, our system and team:

Matches the incoming shipment with its corresponding ASN
Initiates the inspection process to determine if items can be restocked
Receives the item(s)
Updates inventory levels in real-time into available or damaged inventory
Updates the ASN status across all integrated platforms

Refund Processing

When returns are dropped off at a Happy Returns Return Bar location, customers are refunded automatically when the Return Bar processes the return.

3. PostCo Integration (API-Based)

The PostCo integration represents an approach where a third-party returns partner has integrated directly with MasonHub’s API to ensure seamless communication between systems.

This approach was developed and maintained by the PostCo team, and the same methodology could be used by other returns partners that are not currently integrated with MasonHub.

Technical Architecture

PostCo's integration connects directly to MasonHub's API, enabling:

Automated RMA creation
Regular status updates between systems
Automated refund processing when applicable
Detailed tracking and reporting capabilities

Customer Experience

When a customer needs to make a return or exchange, they begin their journey in your branded PostCo returns portal. The customer will generate a prepaid return label and will mail their return to a MasonHub facility.

Behind the Scenes Processing

Once a return is initiated:

PostCo creates an RMA (Return Merchandise Authorization) automatically in both PostCo and MasonHub's OMS (Order Management System)

Once a return is processes:

PostCo checks MasonHub’s API periodically for the statuses for RMAs and the inventory disposition for the returned item(s)
PostCo checks for exceptions and determines if the RMA can be automatically refunded or needs to be put under review for you to determine if a customer should be refunded

Warehouse Processing

When individual customer returns arrive at MasonHub's warehouse, our system and team:

Matches the incoming package with its corresponding RMA
Initiates the inspection process to determine if items can be restocked
Updates inventory levels in real-time
Receives the item(s)
Updates the return status across all integrated platforms

Refund Processing

PostCo offers an optional automated refund processing feature that can be enabled for your account. This automation streamlines the refund workflow while maintaining strict quality control measures.

Check with PostCo or your returns provider on what