Use this article to implement Ingrid Care returns: what each implementation phase covers for Ingrid Care, which return flows you can offer, how Ingrid learns that a returned item came back, and the carrier credentials constraint to plan around.
This article is for retailers implementing Ingrid Care (returns, exchanges and claims), and for their e-commerce, warehouse and technical teams. Implementing Ingrid Care follows the same five implementation phases as any Ingrid implementation. This article covers what is specific to Ingrid Care.
The implementation phases for Ingrid Care
The table below shows each implementation phase for Ingrid Care, who leads it, and what it covers:
Phase | Who leads | What it covers for Ingrid Care |
Ingrid | Which return flows you offer, your return policy, who pays, where returns go, and where returned-item information comes from. | |
Joint | The Returns Portal, product policies, price setups, return addresses, carriers, labels and emails. | |
You | Order data from your e-commerce platform, and returned-item events from your warehouse systems, or Quality check instead. | |
You | Every return flow end to end, including a real refund, then launching the Returns Portal. |
What makes an Ingrid Care implementation different
Two things shape an Ingrid Care implementation more than anything else: which return flows you offer, and how Ingrid learns that a returned item came back.
You choose which Ingrid Care flows to offer
Ingrid Care is not one flow but several, and you decide which flows are in scope:
Return flow: the shopper sends an item back for a refund
Exchange flow: the shopper swaps for a different size, color or product
Claim flow: the item arrived damaged or faulty
Complaints: handled separately from claims
All Ingrid Care flows share one entry point in the Returns Portal and branch from there, so adding a flow later is configuration rather than a new project. Deciding early still matters, because each flow has its own policy and testing implications.
How Ingrid learns a returned item came back
Ingrid needs to know when a returned item physically arrives before a refund or exchange can complete. There are two routes, and choosing between them is the main Ingrid Care scoping decision:
Your warehouse systems tell Ingrid. Your OMS (order management system), ERP (enterprise resource planning) system or WMS (warehouse management system) sends returned-item events to Ingrid. See WMS integration.
Your warehouse staff use Ingrid. Quality check gives your warehouse staff a structured inspection workflow inside Ingrid: they find the return, record its condition, and trigger the refund, partial refund or denial directly.
Which route you take changes how much integration work the integration phase involves, so settle it during scoping.
The carrier credentials constraint for Ingrid Care
Ingrid Care has no fallback for carrier credentials. Return shipments are booked on your own carrier contracts, so your carrier credentials are always required. As with Ingrid Transport, there is no reduced mode: without carrier credentials, nothing can be booked and nothing can be tested.
Carrier credentials are frequently held by a 3PL (third-party logistics provider) or logistics team rather than the e-commerce team running the project. Starting the release request is a week-one task. See Carrier credentials.
Getting help with your Ingrid Care implementation
During implementation: your Ingrid implementation consultant is your first contact.
Technical questions: Iris, Ingrid's AI assistant, in the chat on the Ingrid Help Center. If you can't reach Iris, email [email protected].
All Ingrid Care documentation: Ingrid Care (returns)