---
title: "Loop Returns Overview"
slug: "loop-returns-overview"
updated: 2026-01-27T19:39:53Z
published: 2026-01-27T19:39:53Z
canonical: "help.gladly.com/loop-returns-overview"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Loop Returns Overview

Integrate [Loop Returns](https://www.loopreturns.com/) with Gladly to answer return and delivery questions faster and build Customer loyalty through seamless self-service.

Gladly offers two Loop integrations: one for **returns management** and one for **order tracking**. This page helps you choose the right app for your needs.

## Benefits

**Resolve "Where's my return?" and "Where's my order?" faster**

Team members see return status, shipment tracking, and carrier details without leaving Gladly.

**Let Customers self-serve returns and tracking**

Customers get instant answers through Guides—no wait for a team member.

**Route based on return or delivery status**

Use Rules to connect Customers with open returns or delayed shipments to the right team member.

**Turn post-purchase inquiries into loyalty**

Every return or tracking Conversation starts with full context, so Customers feel known and valued.

![Image](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image(321).png?sv=2026-02-06&spr=https&st=2026-11-13T18%3A36%3A21Z&se=2026-11-13T19%3A36%3A21Z&sr=c&sp=r&sig=QQz5jsBJAZIh%2BMzrHHo162yljl7QZ4eSgqHwYwOwoeo%3D)

## Which app do you need?

- **Managing returns?** → [Loop Returns App](/docs/loop-returns-app)
- **Answering "Where's my order?"** → [Loop Order Tracking App](/docs/loop-order-tracking-app)
- **Need both?** → Install both apps; they complement each other

## Loop Apps

| Feature | Loop Returns App | Loop Order Tracking App |
| --- | --- | --- |
| **Best for** | Managing returns and exchanges | Answering "Where's my order?" |
| **Maintained by** | Gladly | Loop |
| **Returns data** | ✓ Full (items, exchanges, refunds, shipping, notes) | — |
| **Order/shipment tracking** | — | ✓ Full (carriers, status, tracking codes) |
| **Generate return links** | ✓ | — |
| **Create return exceptions** | ✓ | — |
| **Gladly Team Cards** | ✓ | ✓ |
| **Gladly (Guides)** | ✓ | ✓ |
| **Rules and Routing** | ✓ | ✓ |

## Loop Returns App

**Built and maintained by Gladly**

Answer "Where's my return?" and generate return links without leaving the Conversation. Enable Customers to self-service returns AND give team members the context they need to resolve complex return issues.

[View full documentation →](/docs/loop-returns-app)

### What you can do

- View return status, items, exchanges, and refund details
- Generate personalized return links for Customers
- Grant return exceptions for eligible Customers
- Route Customers based on return status

## Loop Order Tracking App

**Built and maintained by Loop**

Answer "Where's my order?" with real-time shipment tracking data. Customers get instant delivery updates AND team members have full shipment context when they need it.

[View full documentation →](/docs/loop-order-tracking-app)

### What you can do

- View order and shipment status
- See carrier information and tracking codes
- Track multi-package orders
- Route Customers based on order status

## Using both apps together

The apps serve different purposes and work independently:

- **Loop Returns App**: Returns, exchanges, refund status
- **Loop Order Tracking App**: Shipments, carriers, delivery status

Install both if your team helps Customers with both return inquiries AND delivery questions. The apps don't conflict—each provides different data to help your team serve Customers better.

## Prerequisites

Before installing either app, you'll need:

- [ ] **Loop credentials** (varies by app; see individual documentation)
- [ ] Contact Gladly Support or Technical Resources with Gladly Administrator permissions

| App | Credential needed | How to get it |
| --- | --- | --- |
| Loop Returns App | API Key | Loop Admin Portal → Settings → Developers |
| Loop Order Tracking App | API Token | Request from Loop team |

## What's next

- [Set up Guides](/docs/guides-1) to enable Customer self-service
- [Configure Rules](/docs/rules) to route based on return or order status
- [View FAQ](/docs/loop-returns-faq) for troubleshooting

## Get help

Contact Gladly Support for installation and configuration assistance.

| Issue type | Contact |
| --- | --- |
| App installation or configuration | Gladly Support |
| Loop Returns Data Issues | support@loopreturns.com |
| Loop Returns Authentication Issues | support@loopreturns.com |
| Loop Order Tracking API Token | support@loopreturns.com |

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg?sv=2026-02-06&spr=https&st=2026-11-13T18%3A36%3A21Z&se=2026-11-13T19%3A36%3A21Z&sr=c&sp=r&sig=QQz5jsBJAZIh%2BMzrHHo162yljl7QZ4eSgqHwYwOwoeo%3D)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.