Reviews for Loop Returns & Exchanges

Kate Hewko

2024-09-10

United States

First, let's talk experience: - Loop has had THE best enterprise onboarding experience we've had. Their multi-collaboration tool made implementation a breeze, despite having to rope in multiple external teams (email, devs, CS, etc). Everything was laid out in explicit detail, with step-by-step guides and time estimates as well. I wish every company were as organized as Loop's onboarding process. - Olivia (sales), Taylor (implementation), and Wendy (merchant success) have been lovely to work with. Each person we've worked with at Loop has been highly responsive, which I love — previous companies we worked with felt like emailing into the void. Next, let's talk product: - Both we and our customers LOVE the Shop Now feature. Most of our products don't have variants, so we were previously limited by variant-only exchanges. - Our older customer love having the option for printerless returns in our various markets. This allowed us to replace a second app we were using for printerless returns in Canada and it helps us be accessible. - The analytics reporting is in depth, while not requiring a data science degree. (If you know you know!) - Loop has integrations with the rest of our tech stack, including our WMS. This is huge. I will say that the integration with Rise has been a bit buggy, but I believe that's a problem on the Rise side (not the Loop side). Pricing: - We were previously on a flat monthly fee rather than a pay-per-return model, and from a finance perspective, I much prefer the stability of monthly fees. That said, they're also rolling out a new model where technically the customer pays instead of the merchant. - Only complaint is that the invoicing team sends the invoice the exact same day they automatically charge it, and since that amount can significantly vary, sometimes it leaves our finance team scrambling. - Overall, there are certainly cheaper return platforms, but I think Loop provides enough value for the price that it charges. :)

Wendy is GREAT!

Productive and proactive reps who bring good incentives for growing the relationship while offering good value and not just upsells.

Loop Returns & Exchanges allowed us to significantly improve our customer's experience when something they bought didn't work out. Making it easy for them to return and exchange coupled with upsell and revenue retention elements is a win-win for both our customer and our company's bottom line. We've been able to keep our return rate low, while be easy to do business with.

We had to quickly move to Loop from our previous returns platform. The setup was easy and it has been running smoothly ever since.

Loop Returns has been an amazing returns function for our brand. We have saved a significant amount of money in retained revenue from converting refunds into other outcomes, the portal and experiences for customers is seamless and easy to use. We love that it's highly customisable with workflows, policies and onsite presence.

Loop has been a lifesaver and a great addition to our site. The onboarding process was seamless and the Loop team made it so easy for us and was very helpful along the way! Loop has freed up so much time for our small team with the automated returns and exchanges. It is also so amazing to gain insight on why customers are returning/exchanging. The process is easy for customers to use and the loop team is always in contact with us as we continue to navigate the platform. We are so happy we integrated this platform to our store!

Lori's Shoes

2024-07-16

United States

Loop has bene a great addition to our site. We have retained revenue that would otherwise be lost to refunds with the different return options available. The support team is fast and easy to work with.

Koko+Palenki

2024-07-03

United States

After they assisted me to install the app I haven't been able to reach anyone to integrate it on to my site. What good is it if no one assists in letting the customer know its there to use? I filled out the contact us form twice but no one has reached out. Help! I will have to cancel if no one responds.

Loop has been great with helping us save time with refunds and exchanges. Wendy is super helpful and informative if we have any questions!

Topo Designs

2024-06-11

United States

Quick integration process initially but always improving and releasing new features to improve all aspects of the customer experience. Excited to try the new exchange tracker and exchange shop on site credit features.

They tried to book a demo instead of just letting me download the most basic plan. I didn't get that far (deleted the app right away), but other people are saying they'll try to make you sign up for a 12 month contract. Either way, my review is here because that's really misleading bait and switch marketing if the contract is not advertised up front.

Love working with Loop- great customer service and easy to use once everything is set up. Looking forward to seeing new features in the future.

Loop has been a great addition to help streamline our return process and offload an extra task from our customer service team. Wendy and her team has been helpful is fixing random issues we've noticed over time as well as custom workflows to optimize further.

Loop is fantastic! It has all the features we want and some that we didn't even know we needed! The Workflow feature helped us become way more efficient. Definitely worth the price of the app.

Great customer service, amazing experience in every call. Easy to understand platform very user friendly.

Ogee

2024-05-02

United States

Loop has been great! It has greatly improved our customer experience since implementing it. In addition it has drastically lessened the work load on our customer service department. Allowing the team to respond to tickets much faster without being so bogged down dealing with returns and exchanges. Highly recommend!

Wendy was fabulous! She is a wealth of knowledge and we left knowing we're in great hands.

Helpful app for providing a ton of options for your customers to return and exchange. The team has consistently developed a ton of new features in our time using the app.

Working with Loop has been great so far! The app integrates seamlessly with the other platforms we utilize. The analytics have been very helpful for our business. Our Merchant Success representative has been super diligent in providing support and assistance. Would definitely recommend the platform to others!

The Southern Bunny

2024-04-05

United States

If you want a company who puts you in a "contract" that they claim auto renews and that they refuse to allow to get you out of unless you pay the remaining year when you have already used them for 2 years. Choose this app. For the headache in dealing with their billing, trying to cancel the app and get away from them- you might as well just hire or handle your own returns. It is more of a headache to deal with them and they don't care about their clients or if you have been a client of them for a year or more they treat you like shit when you try to leave or make changes. ABSOLUTELY HORRIBLE. If I would have known it was going to be like this- I would have never paid them $1 or signed up with them... I am so upset that I have supported them and this app for two years and they treat their clients like this!

Ridge Merino

2024-04-04

United States

I recently reached out to Loop to check about the connection process when updating our Shopify theme. Their customer service was incredibly helpful and quick getting back to me. They explained things thoroughly, sent links to support docs, and checked my specific site to make sure things were in good shape. Their support docs were better than many apps' docs' I have used, and the responses were so fast. Thanks Loop for being such a great Shopify app!!

Tecovas

2024-04-02

United States

I have been using Loop for a little over three years as a Customer Service Associate. It is one of the easiest apps to use and it has been very reliable.

Viscata

2024-03-27

United States

Great Support from Loop's Customer service team: fast, clear and detailed explanations that help understand the issues encountered as well as find the correct solutions to the problems. Keep on the great work!

Loop is very user friendly and their support staff is awesome! They send very informative emails with photos and have prompt response turnarounds. If the emails aren't solving problems then they are happy to hope on a call to discuss the issue and potentially reach out to their engineering team to create something to find a solution.