How to connect Loop Returns to Klaviyo Helpdesk

The Loop Returns integration for Klaviyo Helpdesk allows your support agents to view return statuses, share links to start returns, and share available return labels from the ticket view. This guide covers how to set up the integration and how to use it in your daily workflow.

Before you begin

To enable this integration, you must have:

• An active Loop Returns account.
• A Klaviyo account with Helpdesk enabled.
• A Shopify or Shopify Headless store connected to Klaviyo. The Returns settings in Customer Hub are available for these store types.
• User permissions of Owner, Admin, or Manager to access integration settings.

If the Returns section in Customer Hub shows an upgrade prompt instead of provider settings, you must upgrade Customer Hub before configuring the integration.

Connect Loop Returns

Connecting Loop Returns requires generating a specific API key in Loop and adding it to your Klaviyo settings.

Step 1: Generate your Loop API key

1. Log in to your Loop Returns admin dashboard.
2. Navigate to Settings > Developers > API Keys.
3. Click Generate API Key.
4. Important: When selecting scopes for this key, you must check the boxes for both Orders and Returns.
   • Note: Without these specific permissions, the integration cannot look up order details or initiate returns.
5. Copy the generated API key.

Step 2: Enable the integration in Klaviyo

1. Log in to Klaviyo.
2. Navigate to Customer Hub > Extensions.
3. In the Returns section, select Loop from the Returns Provider dropdown.
4. Paste your API key into the Loop API Key field.
   • Caution: Double-check that you have copied the full key before saving. An incorrect key can prevent agents from looking up returns or generating return links.
5. Click Save in the Returns section to enable the integration.

How returns work in Helpdesk

Once connected, agents can view return details and generate return links from the order panel in a ticket's sidebar.

View return status

Open a ticket and select the customer's order in the sidebar. Helpdesk checks for an existing return for that order. If a return exists, the Return details section displays the information available from Loop, including:

• Current status: The state of the return (e.g., Requested, Approved, Completed, Rejected).
• Tracking: Carrier details and a tracking number for the return shipment, when available. Click Tracking Number to copy the number, or Status Page to copy the return status page link.

Initiate a return

If a customer requests a return or exchange, you can generate a link to their order's return portal directly from the sidebar:

1. Open the customer's ticket and select the specific order in the sidebar.
2. Click Initiate Return. Helpdesk generates a return link and inserts it into the message editor.
3. Review your reply, add any instructions for the customer, and send the message with the return link.

Return link: The link takes the customer to the Loop return portal for that specific order. Generating the link does not complete the return; the customer selects and confirms their items in Loop.

Share an existing return label

If Loop has provided a label for an existing return, you can share its link with the customer:

1. Open the order in the ticket's sidebar and find the Return details section.
2. Click Label URL to copy the label link.
3. Paste the link into your reply and send it to the customer.

Frequently asked questions

Why can't I use the "Initiate Return" button? Connect Loop as your returns provider and select a shipped or fulfilled order, such as an order that is in transit or delivered. If Helpdesk finds an existing return for the order, it shows the return's status instead of the Initiate Return button. Canceled or refunded orders cannot use this button, and return actions require Helpdesk ticketing access. The button's availability does not confirm eligibility under your Loop return policies.

Can I create a return label for a customer manually? You cannot select the customer's return items or create a new label from inside Helpdesk. Send the customer a return link so they can confirm their items in Loop. If a label already exists and is available from Loop, use Label URL in the Return details section to copy and share it.