You will learn
Learn how to connect your third-party returns management platform to Customer Hub. Allowing customers to initiate returns directly from the Customer Hub interface on your site promotes self-service and reduces strain on your support team.
Customer Hub is a part of Klaviyo Service and access to the beta is being rolled out gradually. If you do not have access to the Customer Hub tab in Klaviyo’s main navigation yet, join the Customer Hub beta. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is only currently available in English for those who operate a Shopify Online Store.
While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Customer Hub through the onboarding workflow, you agree to the beta terms and conditions. While this feature is free during the beta period, it will be sold separately upon launch to general availability.
For feedback about Customer Hub functionality, email customerhub@klaviyo.com.
Before you begin
This guide explains how to connect a returns provider to Customer Hub. Before proceeding, ensure that the Customer Hub feature is enabled. Learn more about Customer Hub.
Customer Hub currently supports the following returns providers:
- Loop
- Aftership
- Parcel Lab
- Narvar
If you do not use one of these portals, you can either choose Other and provide a URL to your returns portal, or keep this setting disabled. Klaviyo will expand this feature to other platforms in the future.
About returns management in Customer HubAbout returns management in Customer Hub
When a shopper is signed in to their customer account on your site, they can see their order history in the Orders tab of the Customer Hub drawer. This includes an overview of all their orders, the ability to select an individual order for more information, and help options for repurchasing the item, shipment tracking, and accessing various support channels.
When your returns management provider is connected to Customer Hub, Klaviyo will add a "Start a Return" button to the order details view when an order ships, which links to your customer returns portal. When a customer clicks this button, they are directed to your returns portal, where their order ID and other personal information are automatically populated from their order history. This allows customers to initiate returns easily and without needing to contact your support team.
If you chose Other as your provider, Klaviyo will still direct customers to the URL you specified. However, unlike the four supported platforms listed above, it will not be able to fetch and auto-fill personal order details on the returns page for your customers.
Note that connecting your returns platform to Customer Hub in Klaviyo won’t automatically sync data between the 2 platforms. Instead, providing a link to your external portal within the Customer Hub drawer allows your customers to click a button and instantly start a return process with the specific order in your return platform.
Connect your returns platform to Customer HubConnect your returns platform to Customer Hub
Note that if your Customer Hub is live, saving publishes this change live on your site. If it’s not, you’ll see this change once you set live in the General settings menu.
- On your website, copy the link to your returns portal. You’ll use this when enabling your returns platform.
- In Klaviyo’s left-hand navigation, select Customer Hub.
- Select Settings.
- Choose Support.
- In the Returns management menu, click Choose a provider.
- Choose your platform from the dropdown menu.
- Add the URL to your returns portal.
- Click Save.
Disable your returns platform
To disconnect your returns platform from Customer Hub:
- In Klaviyo’s left-hand navigation, select Customer Hub.
- Select Settings > Support.
- In the Returns management menu, select Disabled.
- Click Save.
Saving this change will remove the “Start a Return” button from order details view within the Customer Hub interface.
Additional resources