The Returns Flow is the end-to-end process that guides your consumers from opening the Returns Portal to receiving a refund — entirely automatically, with no manual handling required from you.
How it works for your consumers
The return journey runs across three tabs in the Returns Portal: Items → Shipping → Confirm.
Step 1 — Find your order
Your consumer opens the Returns Portal and enters their email address and order number, agrees to the Privacy Policy, and clicks “Find your order”.
Step 2 — Select items
The consumer sees their order details — order number, purchase date, total value, and how many days remain in the return period (e.g. “33 days remaining”) — and selects which item(s) to return.
Step 3 — Choose an action
For each selected item, the consumer chooses what they’d like to do:
Return item and get refund — refund to original payment method
Exchange for something else — choose a different size or variant
Make a claim — report a problem with the item
This article covers the Return path only. See related articles for Exchange and Claim flows.
Step 4 — Select a return reason
After choosing to return, the consumer selects a reason. The default set includes:
Did not fit → Too small / Too large / Fit not as expected
Did not like it → Bad quality / Not as online image / Not my style
Ordered multiple sizes
Delivery issues → Wrong item delivered / Arrived too late
Changed my mind
Step 5 — Exchange nudge
After selecting a return reason, your consumer is shown an exchange suggestion before proceeding to the refund.
The modal reads: “Would you like one of these products instead?”
Your consumer can select an available variant of the returned item to switch to an exchange, or click “No thanks” to continue with the refund.
This gives your consumers a low-friction moment to reconsider, helping reduce your refund rate.
Step 6 — Select refund option
Your consumer chooses how they want their refund:
Refund — back to the original payment method
Gift Card Refund +20% EXTRA — as a voucher for their next purchase, labelled “Best value”
Step 7 — Review the return
Your consumer is returned to the Items tab. They see the selected item with a Return badge, the refund type chosen, and the estimated refund amount. They can tap the estimated amount to see a full breakdown (item price minus return fee, plus any gift card bonus), and change their refund option if they’d like.
Example breakdown — standard refund: Item SEK 899 − Return fee SEK −79 = Estimated refund SEK 820
Example breakdown — gift card refund: Item SEK 899 − Return fee SEK −79 + Gift card 20% extra SEK 164 = Estimated refund (Gift card) SEK 984
Step 8 — Select a shipping method
Your consumer chooses how to send the item back. All available options and costs are shown upfront.
Step 9 — Review and confirm
A final summary is shown before your consumer confirms: “Review your choices and make sure everything looks good before confirming.” They see the selected item, the return fee deducted, and the final refund amount.
→ Consumer clicks Confirm.
Step 10 — Done
“Your return has been registered. You will receive an email with return instructions.”
What happens automatically
Once your consumer clicks Confirm, everything runs without any action from you:
Return is registered in Ingrid Returns
Return label is generated automatically via your carrier integration
Consumer receives a confirmation email with return instructions and the label
Consumer ships the item
Item arrives at your warehouse → your WMS confirms receipt and approval
WMS sends a webhook to Ingrid Returns
Return status is updated automatically
Refund is triggered automatically via your e-commerce platform integration — using the refund type the consumer selected
No manual steps required from you at any point.
What you can configure
Return reasons
Return reasons and sub-reasons are fully configurable in the Returns Back-office. You can add custom reasons, remove defaults, rename options, and set up different reason sets per product.
For full instructions, see: Return Reason Setup.
Gift Card Refund option
Enable the Gift Card Refund option to give your consumers the choice of a voucher with a bonus top-up instead of a standard refund. The bonus percentage is configurable (default: 20%).
Exchange nudge
Enable the exchange nudge to show your consumers available variants of their returned item before they proceed to a refund. Helps recover revenue that would otherwise be lost to returns.
Return fee
A return fee can be deducted from the refund for paid shipping methods. Configurable via Price Setup. Can be set to zero for free returns.
Shipping methods
You choose which carriers and shipping options are available to your consumers, along with the costs shown. Configurable via carrier integrations and Price Setup.