Loop Returns

Updated 2 months ago by Amy Elenius

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

This integration requires you to have a Loop account. 

  1. In your Gorgias admin, navigate to Settings > Integrations > HTTP Integrations

  1. Click Add HTTP Integration 

  1. Name the integration Loop Returns.  

Activate the following triggers: 

  • Ticket created
  • Ticket updated
  • Ticket message created 

Enter the following URL exactly as its written here: 

https://api.loopreturns.com/api/v2/returns?from=2010-01-01&to=2050-01-01&customer_email={{ticket.customer.email}}

Update the HTTP Method: 

GET 

Update the response content type: 

application/json

  1. Click Add header. 

  1. Enter “Key” exactly as it’s written below:

X-Authorization

Now, you will get your API Key from Loop and enter it in the “Value” section.  

To get your API Key, you will need Developer Tools active in your Loop Admin. If you do not see Developers in your admin, please contact support@loopreturns.com

  1. Navigate to admin.loopreturns.com and log in. 
  2. Navigate to Settings > Developers. 

  1. Click “Generate API Key” 

  1. Select “Return”, “Cart”, “Order”, and “Report”. Click Generate.

  1. Copy your API key. 

  1. Add the Loop API Key to your Gorgias admin under “Value” 

  1. Click Add integration and thats it!

Testing the integration

You will now test your integration to confirm 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.

  1. Head back to Gorgias Helpdesk, navigate to Customers > Search Customers and paste the customer's email address in the search bar. Then, click the customer profile. 
  2. Inside the customer profile, click Create ticket. 
  3. In the newly created ticket leave an internal note “Loop Integration Activation”. This will activate your integration as it corresponds to one of the trigger event for the integration. 

  1. Click the Settings Wheel in the upper right corner to Edit Widgets. 

  1. Scroll down to HTTP Data to find Loop Returns. 

  1. Drag 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. 

  1. 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.

Title

Link

Loop Returns

https://STORENAME.loopreturns.com/#/

  1. 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. 

  1. 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. 

Title

Link

Return {{order_name}}: {{state}}

https://admin.loopreturns.com/returns/{{id}}

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

  1. On 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:

FIELD

TYPE

Created at

Date

Label Status

Text

Label Updated At

Date

Carrier

Text

Tracking Number

Text

Return Status

Text

Updated At

Date

Return Product Total*

Text

Return Discount Total*

Text

Return Tax Total*

Text

Return Total

Text

Handling Fee

Text

Refund

Text

Gift Card

Text

Exchange Product Total*

Text

Exchange Discount Total*

Text

Exchange Tax Total*

Text

Upsell*

Text

Exchange Total

Text

*Optional

  1. 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 link empty: 

Title

Link

Exchanged Items

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

FIELD

TYPE

Title

Text

Product ID

Text

Variant ID

Text

SKU

Text

Price

Text

Discount

Text

Tax

Text

Total

Text

  1. 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: 

Title

Link

Return Items

  1. It’s recommended to drag the Return Items section above the Exchange Items section in your widget. 
  2. In the Return Items section, add the fields that are useful to you for returned items. We recommend the following, in order: 

Field

Type

Title

Text

Product ID

Text

Variant ID

Text

SKU

Text

Parent Return Reason

Text

Return Reason

Text

Price

Text

Discount

Text

Tax

Text

Refund

Text

 

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:
    - The following variable:
    {{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!

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 our brands, so please let us know of any feedback! 

 Please note that this integration was built by our partners and while we do support it, in case any technical issue arises, the wait time might be a bit longer than for a regular support request. Thanks for your understanding!

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