What is the Loop integration?

The Loop integration connects Loop Returns to Instant AI. Events from Loop, such as a return label being created or a return arriving back at your store, can start flows in Instant.

Why you need it

  • Without it, Instant does not know when a shopper starts a return, so none of your Returns flows can react to it.
  • Without it, Instant does not know when a return is on its way back or has arrived.
  • Without it, your return emails must stay in Loop or Klaviyo.

How to set it up

Before you start

  • You need an active Loop Returns account for the same store.
  • You need to be able to log in to Loop and create an API key.

Creating a Loop API key

  1. Log in to Loop
  2. Go to Returns Management > Tools & integrations > Developer Tools
  3. Select Generate API key
  4. Give the key the Developer Tools scope
  5. Copy the API key
  6. Copy the webhook secret from the same Developer Tools page. Keep this tab open

Note: Instant needs both the API key and the webhook secret to connect. Instant uses the webhook secret to check that each return event comes from Loop.

Connecting Loop

  1. In your Instant AI dashboard, click the Settings cog in the bottom left corner
  2. Under Site, select Integrations
  3. Select the Returns tab, or search for Loop
  4. Click Connect on the Loop card
  5. Paste the API key into the API key field
  6. Paste the webhook secret into the Webhook secret field
  7. Click Connect
  8. Loop shows under Connected

When you connect, Instant sets up the webhooks it needs in Loop for you. You do not need to add them yourself.

Setting up a Returns flow

  1. Go to Flows in your Instant AI dashboard
  2. Scroll to the Returns section
  3. Click Manage flows to see every flow in that section
  4. Click Set up next to the flow you want
  5. Click Start from Template to add a starter email. The email, subject line and preview text are already written for that event
  6. Edit the copy and design to suit your brand
  7. Enable the flow when you are ready to send

Note: Loop can send its own return emails. If Loop already sends an email for the same event, turn that email off in Loop. If you also have Loop flows in Klaviyo, turn those off too. If you do not, shoppers get two emails for the same event.

How it works

Returns flows

Each flow starts when Loop sends Instant the matching event. There are 3 flows in the Returns section:

  • Return Confirmed: starts when Loop creates the shipping label for a shopper’s return.
  • Return In Transit: starts when the return label shows that the return is on its way back to your store.
  • Return Delivered: starts when the return label shows that the return has arrived at your store.

These flows follow the return label. A return that has no shipping label in Loop does not start them.

How often a shopper gets each email

  • Each return sends its own email. A shopper with two returns can get two emails.
  • If Loop sends the same event more than once, Instant sends the email only once.
  • These flows do not wait for a cooldown between emails, so a shopper can get emails from two Returns flows on the same day.

Return details in your emails

The starter emails include the order number and a link to the shopper’s Loop return page. In the email editor, the Recommended for this flow group also has the shopper’s first name, the carrier and the tracking number. If an event has no order number or return page link, the starter copy leaves it out.

Tip: Instant uses the same field names as Loop’s own marketing events, so you can reuse field names from your Loop emails in Klaviyo.

FAQ

Do I need to connect Loop to see the Returns section? No. You can see the Returns section on the Flows page, but the flows cannot start until Loop is connected. Click Connect a provider in the Returns section to go to the Integrations page.

Instant shows an error when I click Connect. What do I do? Check that you copied the API key and the webhook secret from the Developer Tools page in Loop. Then check that the API key has the Developer Tools scope.

Loop shows Action needed on the Integrations page. What do I do? If the API key was deleted or lost its scope, check the API key and its Developer Tools scope in Loop. If return events stopped, check the webhook secret, then disconnect Loop and connect again. Loop turns off a webhook after it fails many times in a row.

Can I change the API key without disconnecting? No. Disconnect Loop first, then connect again with the new API key.

Does a return request start a flow before the label is created? No. Return Confirmed starts when Loop creates the shipping label, not when the shopper first requests the return.

What happens if I disconnect Loop? Instant removes its webhooks from your Loop account, so your Returns flows stop starting. You can reconnect at any time.

For more on how Instant decides when to send, see What does Instant AI check before sending an email?.