Loop has launched a new product suite for retailers focused on returns, fraud detection and order changes. The launch centres on an artificial intelligence engine called Loop Intelligence.
The system has been trained on data from more than 200 million shoppers, 100 million returns, 30 million unique returners and more than 1.4 billion shipments.
The new range targets post-purchase commerce, where retailers often face higher costs from returns, customer service contacts and disputed refunds. Products include order editing, fraud detection, returns forecasting, smart exchanges and automated workflows for returns handling.
Loop said 90% of brands using its artificial intelligence-driven product recommendations have seen an average 11% increase in retained revenue. Its fraud tools have also identified more than £198 million, equivalent to USD $250 million, in at-risk refunds.
Order changes
One of the main additions is Order Editing, now rolled out globally to all merchants using the platform. The feature allows customers to amend orders before fulfilment without going through customer support teams.
Shoppers can change delivery details, swap items, add items or cancel orders. Early results show 80% of retailers reduced return rates, while one in three order edits increased average order value, according to Loop.
Merchants have also recorded significant reductions in customer service queries, suggesting some of the administrative burden linked to order errors and last-minute changes is shifting from contact centres to self-service tools.
At Boody, the retailer said the system has changed how it views post-purchase tools.
"At Boody, we're always looking for ways to turn post-purchase experiences into meaningful value for both the business and our customers. We've quickly shifted from seeing Loop and Checkout+ as a logistics cost to recognising them as a genuine revenue contributor, exceeding our initial expectations. Crucially, we position Checkout+ as a trust-building feature rather than an upsell, and with a 50% adoption rate, it's clear customers see it as a value add, not friction. Return editing has also driven a 50% reduction in support tickets, allowing our CX team to focus on higher-value conversations rather than transactional queries," said Myriam Ferraty, CX Manager at Boody.
Automation tools
Loop has also made its workflows product available across all plans. The no-code system lets merchants set rules and actions for returns and related processes, using more than 50 conditions and actions based on customer, product or order data.
Nearly 90% of its UK customers are already using workflows, according to the company. The tool can automate complex returns processes, tailor policies and reduce costs by limiting unnecessary shipping and fraud exposure.
That reflects a wider shift in retail operations, as companies look more closely at what happens after a sale. Returns have long been treated as a cost centre, but software groups and merchants are increasingly trying to use the same moment to retain revenue through exchanges, reduce abuse and lower service costs.
Loop said its artificial intelligence layer is designed specifically around returns data and shopper behaviour rather than broader general-purpose models. It argues this gives merchants more precise signals when predicting which products are likely to be returned, which shoppers may present higher fraud risks and where exchanges may be more profitable than refunds.
Chief executive Hannah Bravo said the platform is built around patterns in customer behaviour.
"Every interaction that a brand has with a customer ultimately tells a story, and we analyse these moments every day. Post-purchase touchpoints such as exchanges, shipping, order edits and returns aren't random; they normally reflect structured behaviour. We believe that, when done well, customer retention is earned in these 'in-between' moments. With Loop Intelligence, we can turn these interactions into an intelligence layer to help eCommerce businesses drive customer retention and deliver sustainable growth in a challenging and competitive retail environment," said Hannah Bravo, Chief Executive Officer of Loop.
All features in the launch are available now. Loop works with more than 5,000 brands and has processed more than 100 million returns.