How to connect your returns provider to Customer Hub

You will learn

Learn how to connect your third-party returns management platform to Customer Hub. This setup allows customers to start returns right from the Customer Hub interface on your site, streamlining the returns experience and reducing strain on your support team.

Before you begin

Before proceeding, ensure that the Customer Hub feature is enabled in your Klaviyo account. Learn more about Customer Hub.

Supported returns platforms

The following returns providers are currently supported:

• Loop 
• Aftership
• Parcel Lab
• Narvar

How returns work in Customer Hub

When a signed-in customer views the Orders tab in the Customer Hub drawer, they see their order history. Clicking on an order shows its details, status, and help options for repurchasing the item, shipment tracking, and accessing various support channels.

Once an order has been delivered, a “Start a Return” button appears within the order details. The customer’s experience when they click this button depends on which returns provider you connect:

• Loop: 
  • Customers are sent directly to a personalized return workflow in Loop via Loop’s deep link API. Their order details are passed securely, so no manual entry is required.
• Aftership, Parcel Lab, Narvar: 
  • Klaviyo redirects to your platform’s portal and attaches the order number and customer’s email in the URL. If supported in the platform, this information is pre-filled to help the customer’s return get started.
• Other: 
  • Customers are sent to your custom portal link and must enter their order details manually, as no information is passed from Klaviyo.

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 allows your customers to click a button and instantly start a return process with the specific order within your return platform.

Connect your returns provider to Customer Hub

Choose your provider below and follow the appropriate steps. If you don’t see your provider’s name, follow the instructions for “Other.”

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. 

Connect Loop Returns

1. In Loop, copy your API key from the Developer tools page.
2. In Klaviyo, navigate to Customer Hub.
3. Select Integrations.
   
4. Under Returns, toggle the setting on.
5. Select Loop as your returns provider and paste your API key. 
   • Double-check your API key, as Klaviyo will not verify it. If it’s incorrect, customers will see an error when starting a return.
     
6. Click Save.

When customers click “Start a Return,” they are sent directly into the personalized return workflow in Loop.

Connect Aftership, Parcel Lav, Narvar, or another provider

1. In Klaviyo’s left-hand navigation, select Customer Hub. 
2. Select Integrations.
   
3. Under Returns, toggle the setting on, then select your provider (Aftership, Parcel Lab, Narvar, or Other).
4. Paste your returns portal URL.
   
5. Click Save. 

When customers click "Start a Return," they’ll be redirected to your portal. If supported, order number and email are pre-filled to simplify the process. 

For “Other,” customers must enter their order details manually.

Disable your returns platform

To prevent the “Start a return” button from appearing on fulfilled orders in Customer Hub, disconnect your returns platform:

1. In Klaviyo’s left-hand navigation, select Customer Hub. 
2. Select Integrations.
3. In the Returns menu, toggle the setting off.
4. Click Save.

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

Additional resources

• Getting started with Customer Hub
• How to configure help settings for Customer Hub
• How to create content blocks in Customer Hub