Returns

Connect Loop Returns or Redo Returns, then add the actions you need to a returns intent. Connecting the integration does not add its actions to an intent automatically. Loop supports in-chat return requests for refunds or store credit, plus portal links for returns and exchanges. Redo supports refund, store credit, and same-item replacement requests in chat, but does not generate portal links. Both integrations can look up existing returns. You need permission to edit integrations in Remark, included in the Integrations & products permission group.

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Set up your returns platform

Select your platform for its connection requirements. To replace credentials for either platform, open More options on the integration and select Manage connection.

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Configure a returns intent

1. Open Intents in the Remark dashboard. Open an existing returns intent or select Add intent.
2. Write matching criteria for the requests you want the intent to handle, such as starting a return or checking its status.
3. In the Actions section, select Add an action for each action the agent needs.
4. Write the instructions using the guidance below. Reference an action with @ when the agent needs to use it at a specific step.

Choose the actions for your platform and the tasks you want to support: For Redo return creation, also add an order lookup action that provides the e-commerce platform’s order and line item IDs. Loop actions can also run as integration action steps in Workflows, if enabled for your workspace. Redo’s image action requires a conversation and is not available in workflows.

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Write the return instructions

In the intent’s instructions, tell the agent to:

1. Collect the order details and shopper verification required by your platform.
2. Collect the items, quantities, return reasons, and the shopper’s refund, store credit, or supported replacement choice.
3. Ask the shopper to confirm the items, quantities, and compensation before creating or submitting the return.
4. Share only status, label, and tracking links returned by the platform.
5. Hand off to your team if verification fails or the requested return cannot be completed. For Loop, use a portal link when the shopper can complete the remaining steps there.

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Loop Returns instructions

Ask for the order name as shown to the shopper, such as #1001, and the verification detail required by your Loop settings. This can be a shipping postal code, email address, or phone number. For in-chat returns, check eligible items and prepare the selection before asking for confirmation. Show Loop’s refund or store credit quote, including fees. If the shopper changes the selection, prepare the full updated list and confirm the new quote before submission. For exchanges or steps that Remark cannot complete, use Create Loop Returns link with the order name and verification detail. The shopper completes the remaining steps in Loop. The chat widget shows a Return for order card with a Start your return button that opens the portal in a new tab. The action creates standard order return links, not gift return links.

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Redo Returns instructions

For return lookups, ask for the order email. Search Redo returns also needs the order name. Get Redo return needs the return ID. Before creating a return:

1. Ask for the order email and either the last name or shipping postal code on the original order. Do not copy verification values from order lookup results. If the shopper supplies both the last name and postal code, both must match.
2. Confirm the address the shopper will ship from. This can differ from the original order address used for verification.
3. If your policy requires image evidence, collect the images before creating the return.

Same-item replacements use the same variant, not a different size or color. Redo supports them for Shopify, BigCommerce, and Commerce Cloud orders. Replacement shipping uses the platform’s rates, so do not promise free shipping. See Redo’s Create Return reference. After creation, use Add Redo return image once per image with the new return ID and shopper-provided order email. Only images attached to the current conversation are supported, not PDFs or videos. Confirm that images were attached only after each upload succeeds. An attachment does not confirm approval or that Redo’s evidence requirements are satisfied.

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Test and review

Turn on Enabled in playground for the intent and save your changes. Before enabling live use, test:

• An eligible return with the shopper’s confirmation before submission
• Incorrect verification details, with no return created and no retry using details from an order lookup
• A return status question, including a return without a label yet
• An unsupported request, such as an in-chat Loop exchange or a Redo replacement in a different size
• Portal links for Loop, or image collection for Redo, if you use those actions

After testing the intent, turn on Enabled and choose its channels. Review the first live conversations in Inbox, labeled Conversations in the dashboard. Check which intent and actions ran, then confirm the return and any image uploads in your returns platform.

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Troubleshooting

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Connection fails

• For Loop, use an admin domain ending in .admin.loopreturns.com and a valid key with all four scopes listed above.
• For Redo, check the API key, Redo store ID, and returns_read scope.
• If you rotated the key, open More options > Manage connection on the integration to replace it.

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Lookups work, but return creation fails

• For Loop, check the draft-return scopes and your plan’s Return Create API access. Rebuild expired or cancelled drafts and confirm the new quote. If a draft was already submitted, look up the existing return instead. If Loop reports ineligible items or missing return steps, use the portal or ask your team to review the return in Loop.
• For Redo, check orders_read, returns_write, and the e-commerce platform name. Ask the shopper to check their verification details. Do not retry with values copied from an order lookup.

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A Loop portal link fails

Check the order name, including any # prefix, and the verification detail required by Loop. If the link opens but the shopper cannot complete the return, check eligibility in Loop. Loop controls return windows, product restrictions, and approval steps.

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A Redo image upload fails

Keep the existing return. Do not repeat successful uploads or automatically retry an unconfirmed upload. Redo may already have saved the image. Check the return in Redo before trying again.