Loop Returns Overview

Integrate Loop 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.

Which app do you need?

• Managing returns? → Loop Returns App

• Answering "Where's my order?" → Loop Order Tracking App

• Need both? → Install both apps; they complement each other

Loop Apps

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 →

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 →

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

What's next

• Set up Guides to enable Customer self-service

• Configure Rules to route based on return or order status

• View FAQ for troubleshooting

Get help

Contact Gladly Support for installation and configuration assistance.