Loop ReturnsUpdated 3 months ago

Loop allows Shopify brands to automate their entire returns process, even exchanges.

How it works

With Loop & Gorgias working together, you can create a seamless support experience by placing all returns data inside your Gorgias admin. Stay focused and close tickets faster by viewing refund status, shipping status, return reasons, and more in the same window you use to talk to customers. You can also navigate directly to your Loop return portal directly from Gorgias for faster processing.

Setup instructions

1. From Gorgias go to Settings > App Store > All Apps
2. Search for Loop
3. Click on Connect App in the top right corner
4. Authorize the app
   

That's it! 🎉 You have successfully connected your Loop account to Gorgias! 

*Note: The Loop Returns portal places the Gorgias widget at the bottom left side by default, as many merchants have side cart drawers that pop out on the right, which would cover the Gorgias chat widget. For the time being, it is not possible to customize that via any script, but you can always leave product feedback for us here!

Testing the integration

You will now want to test your integration to confirm that data is flowing correctly from Loop into Gorgias. To do that, you will trigger the HTTP integration with a customer that has an existing Exchange request in Loop. 

1. Navigate to the Loop Admin under the 'Returns' tab and click on an existing Exchange request. Then, copy the customer’s email address.

2. Head back to your Gorgias Helpdesk, navigate to Customers → Search Customers and paste the customer's email address in the search bar. Then, click the customer profile. 

3. Inside the customer profile, click 'Create ticket'. 

4. In the newly created ticket, leave an internal note that says 'Loop Integration Activation'. This will activate your integration, as it corresponds to one of the trigger events in the integration setup. 

5. Click the 'Settings Wheel' in the upper right corner to edit widgets.

6. Scroll down to 'HTTP Data' to find Loop Returns.

7. Drag and drop the Loop Returns box to the right side of your widgets column. The widget is now active!

Formatting the Loop widget

You will now edit your Loop Returns widget to display only the information that is most valuable to you and add smart hyperlinks to quickly navigate between Gorgias & Loop. 

1. Edit the widget title by clicking the settings wheel next to the HTTP Title. 

2. Enter the following information & click Submit. Make sure that the link corresponds to the customer return portal of your store, for example https://gorgias-store.loopreturns.com/. This will create a direct link to your customer return portal from the Gorgias Helpdesk.

3. Delete the section Query by hovering over the section and clicking the red cross X. This section includes data already available in your Gorgias admin. 

4. Scroll down to the section Data (list), hover over the section and click the Settings Wheel to edit the title & link of the section. Enter the information exactly as follows, and click Submit. 

This will create a direct link to the request's details in the Loop admin for any return you are viewing in Gorgias. 

5. In the 'Returns' section, you can now edit and organize all relevant fields.

*Note: You can click on a field to edit the Name and Type, changing how the data is displayed.
Below are the recommended list of fields, in order:

'*' meaning 'Optional'.

6. Edit the 'Exchanges' (list) section by clicking the settings wheel. This section corresponds to items being received by the customer. Use the following title, and leave the link empty please: 

7. Add the fields that are useful to you for exchanged items. We recommend the following fields, in order: 

8. Edit the line_items (list) section by clicking the settings wheel. This section corresponds to items being returned to you. Use the following Title, and leave Link empty: 

*Note: It’s recommended to drag the Return Items section above the Exchange Items section in your widget. 

9. In the 'Return Items' section, add the fields that are useful to you for returned items. We recommend the following, in order: 

Macro Variables

You can also create Loop macro variables, in a very similar way to how you would create Shopify variables. Here's how:

1. Open your 'Widgets' section by clicking on the little gear icon at the top right corner of a ticket.
2. Scroll all the way down to your Loop Returns widgets.
3. Now you will want to open up your notepad, for example, in order to write the following pieces of info down:
   - Your integration's number, that can be found in the URL on your Loop Returns integration page as shown below:

   

   - Check out the following variable:

   1{{ticket.requester.integrations[integration number].widget name}}

   
   Here, the 'integration number' would be the one you saved from the URL and the 'widget name' would be the one of your choosing from the widget page.
   
   *Example: Your integration's number is '80326' just like in the screenshot above, and you want to use the widget from the screenshot below:

   
   In that case, your variable will look something like this:{{ticket.requester.integrations[80324].status}}
   

All set! 🌟 Feel free to create a test macro and take your new variable for a spin!

Additional features

Self-service x Loop Returns

Did you know that you can now use Loop Returns with your self-serve portal? Check out the guide on how this works and how to set it up here!

*Note: The current version of the Loop Integration will update return data when the following trigger events happen in Gorgias: a ticket is created, a ticket is updated, or a ticket is responded to.
To update your returns data manually, simply add an internal note on any open or closed ticket that says 'Update'. This will refresh your returns data with the most up-to-date information.

We will be updating this integration in the near future with improvements and recommendations from you guys, so please let us know of any feedback!