The payments layer of the Salesforce Commerce Cloud (SFCC) integration covers two flows: refund orchestration and exchange payment timing. In both, Ingrid Returns provides the calculated amounts and controls the timing, while your system executes the actual transactions in SFCC. Ingrid does not call any SFCC payment or order API directly.

For refunds, Ingrid calculates what's owed after items are processed at the warehouse and emits a refund-ready event. For exchanges, Ingrid sends a signed event when your exchange policy timing condition is met, and your system creates the exchange order.

If your endpoint is unavailable, the exchange fails — SFCC availability is irrelevant; only your endpoint's availability matters. A single return can generate more than one exchange event, each as a separate webhook call.

Ingrid controls the timing and supplies the amounts. Your system controls the money movement.

Set your webhook URL and secret in the Salesforce ecom integration settings in the Returns Back-office. Both are required — if either is missing, exchange webhook deliveries fail. The secret is used to compute the HMAC-SHA256 signature your endpoint verifies.

Outbound notifications (including refund events) are configured in Returns Back-office → Integrations → Webhook Outgoing Subscriptions and can be authenticated with:

Subscribe to REFUND_PENDING_EXTERNAL specifically. It's distinct from the warehouse receipt event — subscribing only to receipt events won't give you refund amounts.

A merchant refunds customers only after returned items are confirmed at the warehouse.

Result: the refund is issued with a verified amount, no manual calculation, within hours of warehouse confirmation.

A merchant ships the replacement as soon as the customer confirms the return, without waiting for the original to arrive. Policy: immediate exchange.

Result: the replacement ships before the returned item arrives, for a faster, frictionless customer experience.

The refund event fired but there's no amount in the payload — where is it?
The payload carries a refund transaction ID, not the amounts. Use it to filter GET /merchant/refund/transaction and retrieve the full breakdown (total amount, shipping refund, return costs).

The calculated refund is zero. Why?
Ingrid calculates from the customer-currency price fields on the order line items. If those were missing when the order was ingested, the amount will be zero and no refund transaction is created. Confirm the order was pushed with correct customer-currency prices.

How do I verify an incoming exchange webhook is genuinely from Ingrid?
Compute HMAC-SHA256 of the raw request body using your webhook secret and compare it to the X-Ingrid-Signature header. Reject the request if they don't match.

We received exchange webhooks for the same return more than once — is that expected?
Yes. A single return can be associated with multiple exchange orders, and each generates its own webhook call.

Can we change the exchange policy after go-live?
Yes. Changes apply to new returns from that point. Returns already in progress keep the policy that was active when they were created.

Our endpoint was down during an exchange event — will Ingrid retry?
Don't rely on automatic redelivery. Use the Public API to retrieve the return and exchange data and process the exchange manually if an event was missed.