Loop Returns

How the integration works

DotApaprel utilises Loop's webhooks to create a return in ERP whenever a customer initiates a return through the customer portal, allowing the customer to receive store credit upon processing the return request. The store credit is then seamlessly converted into a gift voucher, which ERP directly sends to the customer.

Basically, the flow looks like this:

1. The customer starts the return process in Loop.

2. The return status in Loop is marked as "in progress".

3. DotApparel automatically creates a return order in AP21.

4. The customer ships the returned item to the merchant.

5. The merchant confirms they've received the returned item.

6. The merchant completes the return in Loop.

7. Loop refunds the Shopify order.

8. The return status in Loop is marked as "closed". If no gift voucher is needed, the process ends here. However, If the customer chooses store credit or needs a gift card refund:

9. DotApparel sends a request to AP21 to generate a new gift voucher.

10. AP21 then emails the new voucher to the customer.

Let us know what you want

Our Loop configuration can do these four things:

1. Return Processing: When a return is made through Loop, the integration sets up a return process by mapping return reasons, creating a return order, and generating a Return Authorisation Number (RAN) in the ERP system. This applies to all merchants using Loop. This applies to all merchants using Loop integration.

2. Refund with Gift Card: If a return involves refunding to the original payment and a gift card was used, the integration generates an ERP return voucher. This applies to merchants using ERP voucher.

3. Store Credit: For customers choosing store credit in Loop, the integration sends out an ERP return voucher. This is relevant for merchants who have integrated the store credit feature in Loop.

4. Exchange Orders: The integration can push exchange orders (prefix EXC-) from Shopify to the ERP system. This specifically applies to merchants using the exchange feature in Loop.

Merchants can choose to launch with any one or all four of the configuration above. However, if at any point in the future, merchants plan to add #3 and #4 then merchants will need to reach out to Loop for the necessary configurations.

Setting up the integration

Before we can start, merchants may need to contact Loop support for the disabling or modification of certain features to ensure smooth functioning.

Pre-requisite for Instant Exchange

For merchants using Loop's instant exchange order, they need to contact the Loop support team to make specific adjustments.

Normally, this should be the account owner (i.e. the merchant) to reach out to Loop for these actions:

• Switch off the 100% discount for EXC orders Required for Loop config #4

  • Merchants are advised to reach out to Loop support and request the removal of the 100% discount (i.e. the discount code “loop-discount”) from instant exchange orders created by Loop in Shopify. Failure to do so might result in inaccurate revenue and stock data within the ERP.

• Confirm the tax-inclusion of the EXC orders Required for Loop config #4

  • Merchants needs to ensure that each exchange order includes tax. This will enable DotApparel to accurately post the correct exchange amount to the ERP.

• Stop creating new Shopify gift cards for store credit Required for Loop config #3

  • This applies if the merchant utilises ERP gift vouchers.

  • Failure to do so may lead to a problem of issuing duplicate store credit for customers, occurring both in ERP and Shopify.

How to setup Loop Returns

Pre-requisite to enable Loop Returns

Responsibility: Merchant or DotApparel w/ permissions

To enable return creation in AP21, we need to configure a webhook URL in Loop Returns' admin.

This webhook is triggered when a customer submits a return request (not an exchange). Without this setup, DotApparel won't be able to capture returns from Loop. To proceed, you may need to provide us with login access to your Loop instance so we can configure it for you. Given that Loop requires 2FA right now, sharing login credentials may be challenging. If you are comfortable handling this step yourself, here's the detailed guideline:

1. Log in to Loop Admin.

2. Navigate to Settings > Developers

   1. Note: if Developers is not available as a menu item, you can navigate to it directly by adding /developers to the end of the Settings page URL

3. Find the Webhooks section and select the "Create webhook" button.

4. In the prompted window, choose "Return created" as the Event and "Return" as the Response. Then, paste the trigger URL of the function webhooks-loopReturnsReturnCreated.

5. Click "Add" and proceed to click "Activate." Finally, remember to save the webhook settings.

Configure Instant Exchange Orders in DotApparel

Responsibility: DotApparel

When a customer submits a return for instant exchange, Loop will bring in an instant exchange order to Shopify. Usually, the order number begins with "EXC-", although Loop allows customisation based on the merchant's preferences. Once the exchange order is received in Shopify, DotApparel will be configured to send the order to the ERP in the same manner as regular orders.

Settings > Orders > Integrations & Marketplaces

Configure Return Vouchers in DotApparel

Responsibility: DotApparel

To set up the return voucher, perform the following steps within your DotApparel admin:

1. Go to Returns > Mappings.

2. Locate the Return voucher section.

3. Provide the necessary information in the fields labelled "ERP voucher SKU ID", "ERP voucher type", and "Email subject".

4. If merchant ID and Card Type are explicitly required, ensure you fill in those details as well.

Configuration for return voucher

Return orders that require review

When a return order requires issuing a gift voucher to the customer, but the return was initiated before the implementation of DotApparel, it will be marked with a "Need review" status. In such cases, DotApparel makes every effort to gather all essential customer and order information from various sources. Therefore, it is advisable for the team to thoroughly review crucial details, including the person's identifier, email address, and gift card amount. Once everything is verified as accurate, manual actions can be taken in the subsequent step.

Manually triggering voucher posting to ERP

By default, DotApparel automatically handles gift voucher refunds to customers. However, if a return order requires review, you will need to manually trigger the task to post the voucher to ERP.

To do this, go to the return order page and click ERP > Upload voucher to ERP. A window will display the task status, and log messages will provide real-time updates on the progress of the voucher posting.

After the process is finished, you have the option to click on ERP > Download voucher from ERP to examine the appearance of the generated voucher order and save it within the app for future reference.

---