How to connect your returns provider to Customer Hub

Estimated 3 minute read
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Updated Feb 20, 2025, 9:58 PM EST
You will learn

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.

Before you begin

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, we recommend keeping this setting disabled. Klaviyo will expand this feature to other platforms in the future.

About returns management in Customer Hub

About 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 information are automatically populated from their order history. This allows customers to initiate returns easily and without needing to contact your support team. 

An example order details page for a recently delivered order in Customer Hub interface showing the Start a return button alongside other support options.

Note that connecting your returns platform to Customer Hub won’t automatically sync data between the two 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 Hub

Connect 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. 

  1. On your website, copy the link to your returns portal. You’ll use this when enabling your returns platform.
  2. In Klaviyo’s left-hand navigation, select Customer Hub
  3. Select Settings.
    The Settings button in the top right corner of the Customer Hub dashboard.
  4. Choose Support.
  5. In the Returns management menu, click Choose a provider.
  6. Choose your platform from the dropdown menu.
  7. Add the URL to your returns portal.
    The Support menu in Customer Hub settings in Klaviyo showing Returns management enabled and Narvar chosen as the returns provider.
  8. Click Save
Disable your returns platform

Disable your returns platform

To disconnect your returns platform from Customer Hub:

  1. In Klaviyo’s left-hand navigation, select Customer Hub
  2. Select Settings > Support.
  3. In the Returns management menu, select Disabled.
    The Support menu in Customer Hub settings in Klaviyo showing Returns management disabled
  4. Click Save.

Saving this change will remove the “Start a Return” button from order details view within Customer Hub. 

Additional resources

Additional resources

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