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Loop Returns Integration Guide

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    Overview

    This guide will walk you through integrating your Loop Returns account with our fulfillment system. This integration enables seamless processing of customer returns, with automatic synchronization between Loop and our warehouse management system.

    Benefits of Integration

    • Automated creation of Return Merchandise Authorizations (RMAs) in our system
    • Real-time visibility of return status
    • Automatic refund notifications when returns are processed
    • Streamlined returns workflows for your team and customers

    Prerequisites

    Before we can set up your Loop integration, please ensure the following:

    1. You have an active Loop Returns account
    2. Your Shopify store is connected to Loop
    3. You have configured your return policy and return reasons in Loop
    4. You have your Returns Exchange ship methods set up (see Loop General Settings documentation and Return Policy Settings for instructions) 
    5. The MasonHub "Destination" created

    Integration Setup Process

    Step 1: Provide Admin Account Access

    We'll need temporary admin access to your Loop Returns account to configure the integration. Please provide:

    • Invite our team to your Loop account with admin access
    • Use the email address we provide (we'll request a specific format)
    • This access will only be used for initial setup, and admin access can be revoked afterward

    Step 2: Complete the Integration Configuration

    We'll provide you with a configuration form that includes:

    1. Destination Identification: This number is located at the end of the URL once you create your MasonHub destination. 
    2. Return Reason Mapping: Match your Loop return reasons to our MasonHub return reasons
    3. Workflow Preferences: Decide which workflows to activate

    Step 2a: Determine Workflow Preferences

    You have the option to set up the Loop integration to automatically refund the customer in one of the following ways with Loop:

    1. When the RMA is in transit and the first tracking scan has occurred (configured in Loop)
    2. When the RMA is delivered to MasonHub (configured in Loop)
    3. Recommended method - When MasonHub receives the RMA and all items are in good condition and received in "Available" status (configured in Loop + additional MasonHub configuration) 
      • If going with this option, you will need to decide which return statuses should trigger automatic refunds. 
        • Available - The MasonHub Returns team deemed the unit sellable based on the Returns SOP you've provided, and the product will be returned to inventory without further inspection.
        • Damaged - Unit is damaged and unsellable. Returns team determined that refurbishment isn't possible.
        • Refurbish - Unit has been received on the return, but needs refurbishing before being made available to sell.
          • You must create a detailed SOP defining what qualifies as sellable or refundable. This SOP should be mutually agreed upon with MasonHub, particularly regarding the refurbishing process, which typically incurs additional costs.

    Note: Partial returns will require manual review, regardless of automatic refund settings.

    Step 3: Return Reason Mapping

    The form will contain a spreadsheet with:

    • A list of return reasons from your Loop account
    • Our standard return reason codes
    • A column for you to map each Loop reason to our system

    Step 4: Testing

    Once the integration is set up, we recommend:

    • Creating a test return in your Loop portal
    • Tracking it through the system
    • Confirming refund messages are correctly posted back to Loop

    How the Integration Works

    Returns Process

    1. Customer initiates a return through your Loop Returns portal
    2. Return information is automatically sent to our system
    3. We create an RMA and prepare to receive the return
    4. When the return arrives, we process it according to your specifications
    5. The return status is updated in both systems

    Refund Processing

    When a return is processed:

    If all items are received in good condition:

    • The return is processed and closed in our system
    • A refund message is automatically sent to Loop
    • Loop processes the refund according to your settings

    If any items are damaged or not in resellable condition:

    • The return is processed and closed in our system
    • No automatic refund message is sent
    • The return appears in your Loop dashboard under "Needs Review"
    • Your team can manually decide how to handle the refund

    Important Note: We recommend regularly checking your Loop dashboard for returns that require review. Loop may have settings to automatically refund after a certain period (typically 2 weeks) if no action is taken.

    Best Practices

    1. Monitor Initial Returns: After the integration launch, monitor the first few returns to ensure proper processing
    2. Check "Needs Review" Regularly: Set a schedule to review any returns that require manual action
    3. Update Return Reason Mapping: If you add or change return reasons in Loop, inform us so we can update the mapping
    4. Test After Updates: Whenever Loop updates its platform, perform a test return to ensure integration still works properly

    Troubleshooting

    Common issues and solutions:

    1. Returns Not Appearing in Our System: Check that your Loop account is properly connected to your Shopify store
    2. Refund Messages Not Being Sent: Verify your refund workflow settings in Loop
    3. Return Status Not Updating: Contact MasonHub to ensure properly configurations

    If you encounter any issues with your Loop integration, please contact your Client Success Manager or open a support ticket at support@masonhub.co. 

    Support

    For integration-specific questions:

    Loop Returns support:

    FAQs

    Q: Can I still manually process returns in Loop? A: Yes, the integration doesn't affect your ability to manually manage returns in Loop.

    Q: What happens if a customer exchanges an item? A: The exchange will create both a return and a new order in our system automatically.

    Q: Can I customize the refund workflow based on specific conditions? A: Currently, the integration supports full refund messaging for returns in good condition. For partial refunds or special conditions, you'll need to manage these in the Loop dashboard.

    Q: How do I know if a return requires my review? A: Returns requiring review will appear in your Loop dashboard under the "Needs Review" section.

    Q: Can I update my return reasons after integration? A: Yes, but you'll need to inform us of the changes so we can update the mapping in our system.

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