Hi everyone, is anyone using Loop Returns and experiencing an issue where refunded returns are not being recorded in Klaviyo and are not deducted from historic CLV, even though they are reflected in Shopify?
The Loop refund transaction event is recorded for some profiles, but it still doesn’t affect historic CLV. Am I missing something here?
Hi
I see you had a conversation with support about this issue as well, sharing here for the broader community as well:
With the historical CLV, Klaviyo would not be recording the Loop refunds when making those calculations. Klaviyo would only be recording the refunded orders specifically from Shopify. There was a potential solution to this to update your metric mapping to use Loop instead of Shopify for the refunded orders but with the way that our system works for CLV, in order for the refunds to appropriately be able to be tied with specific placed orders, they would have to share the same unique IDs.
For example, with a specific client you could see that they have a Shopify Placed Order as well as a Shopify Refunded Order. If you click the three dots next to those metrics and click activity details, you can see both the Refund and Placed order event are using the same Unique ID.
While Klaviyo has the ability to update the metric mapping for refunds from one integration to another, if that were to be done the CLV, it would still be incorrect because the orders would not be appropriately mapped - the Unique IDs would not match.
One option would be to have Loop use the same Unique ID as the Shopify placed order events in their API calls for the refunds and then switch from using Shopify Refunds to Loop refunds. However this change would mean you would not be able to use Shopify refunds at all as we can only map one metric. Therefore if you have refunds happening in Shopify that do not happen in Loop, this option would also not work.
Ultimately, the best way to resolve this would be for Loop to be able to trigger the Shopify refund with their metrics so that information is sent into Klaviyo as well. That way nothing needs to be change on the back end and you can still use both options.
~Chloe
Hey
Thank you so much for the detailed explanation! This is really helpful. I was actually just about to reach out to support to ask about updating the metric mapping to use Loop instead of Shopify for refunded orders. However, after reading your clarification, it sounds like the best course of action would be to reach out to Loop and see if they can trigger the Shopify refund through their metrics.
Thanks again for the insight!
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