Support

Email returnloopback@gmail.com. We reply within one business day. Include your .myshopify.com domain and, if it’s about a specific request, the order number.

Common questions

A customer says their order can't be found.

The order number and the email must both match what Shopify has on the order. The email is the one used at checkout, which is not always the customer's usual address. The order also has to be inside your return window.

Why is the error message the same for a wrong email and a missing order?

On purpose. If the two messages differed, someone could try order numbers until the message changed and learn which orders are real. One message closes that hole.

Where do I put my returns link?

Copy it from the dashboard and add it to your store footer, your order confirmation email, and your returns policy page. Those three places cover almost every customer.

Can I change the return window?

Yes — it defaults to 30 days from the order date. Email support and we'll set it for your store.

A customer submitted twice by mistake.

They can't. One active request per order is enforced at the database level, so a second submission is rejected while the first is still open.

Does approving a return refund the customer?

No. Loopback records your decision and emails the customer. Refunds stay in Shopify, under your control.

What happens if I uninstall?

Your access token is invalidated immediately and your returns page stops working. Ask us to delete your data and we will.