What is it?
The Salesforce Commerce Cloud (SFCC) integration connects Ingrid Returns to your SFCC store so your customers can request returns and exchanges through a fully managed returns experience. When a return starts, Ingrid Returns reads the original order from SFCC to check what's eligible. From there, Ingrid handles the return flow, calculates refund amounts, and tracks every step.
One thing to know up front: the SFCC integration uses a webhook model. Ingrid Returns manages the return, works out the numbers, and sends you events at the right moment — but your system completes the money movement and order creation in SFCC. Ingrid does not call SFCC payment, order, or inventory APIs directly. This gives you full control over how refunds, exchange orders, and stock updates happen on your side.
Key benefits
Managed returns experience — customers request returns and exchanges through the Ingrid Returns widget, with eligibility checked against the live SFCC order.
Accurate refund amounts, calculated for you — Ingrid works out what's owed (items minus any return shipping, handling fees, and exchange adjustments) so you never estimate.
Flexible exchange timing — decide when exchange orders are triggered: immediately, after the return arrives, once it's in transit, or only after manual approval.
You stay in control — your system issues refunds, creates exchange orders, and updates inventory in SFCC exactly the way you want.
No code deployment to get started — the connection is configured in the Returns Back-office.
How it works
A customer starts a return in the Ingrid Returns widget.
Ingrid Returns reads the original order from SFCC and confirms which items are eligible.
The customer chooses a refund or an exchange, and a carrier label is issued.
Ingrid tracks the return through to warehouse receipt and calculates the refund amount.
At the right moment, Ingrid sends an event to your webhook endpoint — a refund-ready signal or an exchange event.
Your system receives the event, issues the refund, creates the exchange order, or updates inventory in SFCC.
Ingrid Returns records and signals; your system acts. Ingrid does not automatically issue refunds, create orders, or change stock levels in SFCC.
Use cases
Variant exchange — a customer swaps a size or color; Ingrid sends an exchange event and your system creates the replacement order in SFCC.
Cross-product exchange — a customer picks a different product entirely, handled the same way.
Refund after warehouse receipt — Ingrid calculates the refund once items are confirmed received, then signals your system to issue it.
Multi-site setup — map each SFCC site to its own Ingrid Returns shop with independent settings.
Manual approval — hold high-value or fraud-sensitive exchanges for review before triggering.
Configuration guide
Setup happens in the Returns Back-office under Settings → Admin → [Select shop] → Edit Ecom Integration. You'll connect Ingrid Returns to SFCC using an API client created in SFCC Business Manager, then configure your webhook endpoint so Ingrid can send refund and exchange events to your system.
At a high level you'll need to:
In SFCC Business Manager, create an API client with permission to read orders.
In the Returns Back-office, open your shop, select Edit Ecom Integration, choose Salesforce Commerce Cloud, and enter your instance details and credentials.
Set your webhook URL and secret so Ingrid can deliver signed events to your endpoint.
Choose your exchange policy at shop level (and per price list if needed).
The connection is tested automatically when you save, and any credential errors are shown immediately. For step-by-step setup of refunds, exchanges, and payment timing, see the linked articles below.
FAQ
Does Ingrid issue refunds in SFCC automatically?
No. The SFCC integration uses a webhook model. Ingrid Returns calculates and tracks the refund amount and sends your system a refund-ready event — but your system issues the actual refund in SFCC. See Salesforce refunds.
Does Ingrid create exchange orders in SFCC automatically?
No. Ingrid sends a signed exchange event to your webhook endpoint, and your system creates the exchange order in SFCC. If your endpoint is unreachable when the event fires, the exchange won't complete — regardless of whether SFCC itself is available. See Salesforce exchanges.
Does Ingrid update inventory in SFCC after a return?
No. Restock and inventory updates are the merchant's responsibility. Ingrid records the per-item restock decision made during quality check and makes it available via the Public API and webhooks, but your system updates stock in SFCC.
Can I use different exchange timing for different products?
Yes. Exchange policy can be set at shop level and overridden per price list. The price list setting takes precedence for matched orders.
Can I connect multiple SFCC sites?
Yes. Each site is typically mapped to its own Ingrid Returns shop with its own credentials and Site ID. Confirm your setup with the Returns team.
Getting started
Create an SFCC API client with order-read permission in Business Manager.
Configure the SFCC integration in the Returns Back-office with your instance details and credentials.
Set your webhook URL and secret, and choose your exchange policy.
Build (or confirm) the endpoint on your side that issues refunds, creates exchange orders, and updates inventory in response to Ingrid events.
Use the webhook test feature in the Returns Back-office to verify connectivity before going live.
Related articles: Salesforce refunds, Salesforce exchanges, Salesforce payments. Need help with credentials or your SFCC setup? Contact the Returns team.