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Remark’s Loop Returns integration lets agents generate a Loop return portal link for a shopper’s order. The link sends the shopper to Loop, where they can continue the return or exchange process using your existing Loop Returns settings.

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What the integration does

Once connected, Remark can create a return link from a shopper conversation when an agent has the order information Loop needs. Remark sends Loop:
  • The order name or number, such as #1001
  • A verification value required by your Loop Returns settings
Loop returns a portal URL, and Remark shows that URL to the agent so it can be shared with the shopper.
Remark does not replace Loop Returns or process refunds, exchanges, labels, or return approvals directly. Loop remains the system of record for the return process.

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Before you start

You need:
  • Access to Settings > Integrations in the Remark dashboard
  • Your Loop Returns admin domain
  • A Loop Returns API key
Your Loop Returns domain should look like:
You can find the API key in your Loop Returns API settings. If you do not see API settings, ask a Loop Returns administrator on your team to create or share the key.

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Connect Loop Returns

  1. Open Settings > Integrations in the Remark dashboard.
  2. Find Loop Returns.
  3. Select Connect.
  4. Enter your Loop Returns Domain.
  5. Enter your Loop Returns API key.
  6. Submit the connection form.
Remark tests the credentials before saving the integration. If the test fails, the integration is not installed.

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Add Loop Returns to an intent

Connecting Loop Returns makes the Loop Returns action available to your workspace. To let the agent create return links in conversations, add the action to a relevant intent, such as a returns or exchanges playbook. If Workflows are enabled for your workspace, the Loop Returns action can also be used as an integration action step in a workflow. In that intent:
  1. Add the Loop Returns Create return link action.
  2. Write matching criteria for shoppers who want to start a return or exchange for an existing order.
  3. In the instructions, tell the agent to collect the order name and the verification detail Loop requires.
  4. Reference the action at the step where the return link should be created.
  5. Test the intent in the playground before enabling it for live conversations.
After Loop Returns is connected, Remark can create a Loop return link when the conversation includes the required order details. The create-return-link action needs: The order detail can be a shipping postal code, email address, or phone number depending on your Loop Returns settings. When Loop creates the link, Remark displays the return URL so it can be shared with the shopper.

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Supported return flow

Use this integration when a shopper asks to start a return or exchange and your team wants the conversation to route them into the Loop portal. The current flow is:
  1. Identify the shopper’s order.
  2. Confirm the verification detail required by Loop.
  3. Generate a Loop return portal URL.
  4. Share the URL with the shopper.
  5. Let the shopper complete the remaining return or exchange steps in Loop.
The integration currently creates standard order return links. It does not create gift return links.

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Troubleshooting

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Domain validation fails

Confirm that the domain ends in .admin.loopreturns.com. The dashboard expects the Loop Returns admin domain, not your public storefront domain or a returns portal URL.

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API key is rejected

Confirm that the API key came from Loop Returns API settings and has not been revoked or rotated. If your team recently rotated keys, update the integration with the new key. Check that the order name matches the value Loop expects, including any # prefix. Also confirm that the order detail matches your Loop Returns verification setting for that order, such as postal code, email, or phone.

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Shopper cannot open or complete the return

Open the generated link yourself and confirm the order is eligible for returns in Loop. Eligibility rules, return windows, product restrictions, and approval steps are controlled in Loop Returns.
Need help connecting Loop Returns or testing return links? Contact support@remark.ai.