Connect Loop Returns to WhatsApp and AI Chat for Shopify
Yes. AeroChat works directly with Loop Returns. It reads your returns, their status, labels, refunds and exchange orders from Loop Returns, and creates return links and returns through its API, on WhatsApp, Instagram, web chat and every other channel your shoppers use.
If your Shopify store handles returns and exchanges with Loop Returns, AeroChat can run the returns conversation for you. A shopper on WhatsApp, Instagram, Messenger, Telegram, web chat or email says the shoes are too small, and AeroChat checks the order, sends them straight into their return or sets up the exchange, and later tells them where their refund is. Your Shopify store is built into AeroChat, and Loop Returns connects through its public API. You describe the workflow in your own words, AeroChat builds it, and Loop Returns stays the place your team manages returns and your policy.
What you can do with Loop Returns and AeroChat
- Start a return for an order. AeroChat finds the order and sends a link that opens the shopper’s return in your Loop portal, with the order already found.
- Answer “can I still return this?”. AeroChat checks the order in Loop Returns and tells the shopper which items are eligible to return.
- Exchange for a different size. AeroChat checks the new size in Shopify and creates the exchange in Loop Returns, where your plan includes it, or sends the shopper into the exchange in the portal.
- Check return and refund status. AeroChat reads the return in Loop Returns by order number and tells the shopper its status, the refund or gift card, and any exchange order.
- Resend the return label. AeroChat reads the label link and tracking number on the return and sends them in the chat.
- Cancel a return. When a shopper decides to keep the item, AeroChat cancels the open return in Loop Returns after they confirm.
- Add the chat to the return. AeroChat adds a note to the return in Loop Returns with what the shopper said, so your team sees it when the parcel arrives.
What it looks like on WhatsApp
Customer: Hi, the boots from order #4417 are too small. Can I return them? (example)
AeroChat: Yes, the Trail boots on order #4417 are eligible to return. Here is the link to your return: [your Loop return link]. It opens your order, so you just choose the item and whether you want a refund or a different size.
Customer: Thanks!
In Loop Returns: AeroChat created a return link for order #4417. The return itself is made when the shopper submits it in your portal.
Customer: Did you get my return yet? Order #4417. (example)
AeroChat: Yes. Your return for order #4417 is with us and your refund of $89.00 has been issued to your original payment method. It can take a few days to show on your statement.
In Loop Returns: nothing changes. AeroChat read the return and its refund for order #4417.
Works on every chat channel
Your shoppers message you wherever they already are. The same Loop Returns connection and the same workflows run on each of these channels, and Loop Returns stays the record whichever one they use.
| Channel | What your shoppers can do |
|---|---|
| Message your WhatsApp Business number to start a return, swap a size, get the return label, check a refund or cancel a return. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Ask the same questions in the chat on your Shopify store. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
There are two parts. Your Shopify store is built into AeroChat: you install AeroChat from the Shopify App Store and connect the store in the dashboard, and it syncs your products and looks up orders. Loop Returns connects through its public API, documented at docs.loopreturns.com. Through it, AeroChat looks up returns by order number, creates return links and returns, and reads labels and refunds. Loop finds orders by the Shopify order name, so the two parts line up.
- What AeroChat reads from Loop Returns: returns found by order number, return ID or order ID, with their status, items, return reasons, labels and tracking numbers, refunds, gift cards and exchange orders, and which items on an order are eligible to return.
- What AeroChat writes to Loop Returns: return links that open the shopper’s order in your Loop portal, returns and exchanges created in chat where your plan includes Loop’s Return Create API, canceled returns, and notes on a return.
To connect, open the Loop Admin, go to Returns Management, then Tools & integrations, then Developer Tools, and click Generate API key. Add the Returns and Orders scopes and give the key a name. Creating returns directly in chat uses Loop’s Return Create API, which Loop says may not be available on all Loop plans. Ask your Loop contact whether your key can include the Draft Returns scopes. Without them, AeroChat sends shoppers into their return with a link instead.
You describe the workflow in your own words, for example “when a shopper asks to return something, find the order in Loop Returns, check it is eligible and send them the return link”. AeroChat builds the workflow as a draft and asks for the Loop Returns API key by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Seven ready-made workflows for Loop Returns. Copy one into AeroChat, add your Loop Returns API key, and it runs on every channel.
1. Start a return for an order
Copy this into AeroChat
When a shopper asks to return an item, ask for their order number and the email or zip code on the order. Check the order’s return eligibility in Loop Returns. If the item can be returned, create a return link for the order in Loop Returns and send it, with one line on what happens next. If it cannot be returned, say why from the eligibility result and our returns policy. Reply in the customer’s language.
2. Answer “can I still return this?”
Copy this into AeroChat
When a shopper asks if they can still return something, ask for the order number. Look up the order’s return eligibility in Loop Returns. Tell them which items are eligible and which are not, and give the reason for any that are not. Offer to start the return for the eligible items.
3. Exchange for a different size
Copy this into AeroChat
When a shopper wants a different size, ask for the order number and the size they need. Check the new size is in stock in Shopify. If our Loop key includes Draft Returns, create a draft return for the order, add the item with its return reason, add the new size as the exchange item and submit it, then tell them how to send the item back. If not, send the return link and tell them to choose the exchange in the portal.
4. Check return and refund status
Copy this into AeroChat
When a shopper asks about a return or refund, ask for the order number. Read the return in Loop Returns by order name. Tell them its status in plain words, and if it is closed, the refund amount or gift card, or the exchange order number. If there is no return for the order, offer to start one.
5. Resend the return label
Copy this into AeroChat
When a shopper asks for their return label, ask for the order number. Read the return in Loop Returns and send the label link and tracking number. If the return has no label because it uses another return method, tell them what that method is. If there is no return yet, offer to start one.
6. Cancel a return
Copy this into AeroChat
When a shopper says they want to keep the item, ask for the order number and read the return in Loop Returns. If the return is still open and the item has not been sent, ask them to confirm, then cancel the return and confirm. If it has already been sent or processed, tell them its status instead.
7. Add the chat to the return
Copy this into AeroChat
When a shopper tells us something about an open return, such as a damaged item or a change of address for the exchange, read the return in Loop Returns by order number and add a note to it with what they said and the date. Tell them it is noted on their return.
Who uses it
Shopify stores where size and fit drive returns, such as clothing, shoes and accessories, use chat to handle returns and exchanges without email back and forth. These recipes fit a store that runs on Shopify and Loop Returns:
- Fashion stores: returns and exchanges.
- Beauty stores: returns and exchanges.
What stays in Loop Returns
Loop Returns stays your record of returns. Your return policy, return reasons, return methods, labels, processing, refunds, exchanges and your returns portal all live there. Every return AeroChat creates goes into Loop like one made in your portal.
AeroChat handles the conversation. It checks eligibility, sends shoppers into their return or creates it, and answers status questions, and leaves the rest to Loop Returns.
WhatsApp workflows that use Loop Returns
These end-to-end WhatsApp workflows run with Loop Returns and your Shopify store behind them. See them all in the WhatsApp workflows library.
- WhatsApp Returns and Refunds Checked Against Your Policy
- WhatsApp Order Changes and Cancellations Within Your Rules
- WhatsApp Complaint Handling With Tickets and Team Tasks
Questions
Does AeroChat work with Loop Returns?
Yes. It connects through Loop’s public API with an API key from your own Loop Admin. It is not a Loop product, and AeroChat has no partnership with Loop.
Can shoppers start a Loop return on WhatsApp?
Yes. AeroChat checks the order and sends a return link that opens it in your Loop portal. Where your plan includes Loop’s Return Create API, it can also create the return in the chat.
Can AeroChat issue refunds?
No. Refunds, gift cards and exchange orders follow your Loop settings and your team’s processing. AeroChat tells the shopper where their refund is.
Which plan do I need?
On the Loop side, you need an API key with the Returns and Orders scopes from Developer Tools. Creating returns in chat uses Loop’s Return Create API, which Loop says may not be on all plans. On the AeroChat side, workflows via Skills are on every plan, with a 7-day free trial. Choose by message volume: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Handle returns in chat
Install AeroChat, paste the start-a-return recipe, add your Loop Returns API key, and start a return for a test order in your own chat.
7-day free trial.