Customer Requesting a Refund

Note: Shops should refer customers to Loupe Customer Support when CS issues arise, so that our Support can handle the processing of the situation. This allows us to focus on ensuring the customer is taken care of, and your staff to focus more on the breaking and shipping side. You can refer them to https://support.loupetheapp.com/support, or instruct them to send an email to support@loupetheapp.com. In-Stream, you can also direct customers to tap the "Loupe Support" button within the Loupe app.

Refunds are largely at the discretion of the shop, which is what customers are told as well. In the event that a customer requests a refund, there are several variables in play. Prior to providing a refund, we encourage you to offer credits to the customer. This can be shop credits (managed by and usable only on your stream), or Loupe credits (which can be used in any shop on Loupe), and requires outreach to Loupe to apply to the customer's account. If Loupe credits are accepted by the customer, they will be deducted from your shop's payout.

Loupe's Refund Policy can be viewed HERE.

We recommend providing a refund, or credit, under these circumstances:

• The break has taken more than 7 days to fill
• The customer requests the refund directly after purchase, prior to opening
• The customer's shipment has not been shipped, and 5 full business days have passed
• The customer provides verification that their shipment was lost or stolen

In the event you choose to offer a refund for the customer, you can submit that to us via the form provided by your Partner Success Manager.

In these instances, if the customer reaches out to Loupe prior, we will follow this process, alongside verification of the situation, to ensure the customer is taken care of. Always feel free to reach out to Russell if a situation requires a bit more time and effort to investigate.