---
title: "Return flow"
canonical: "https://ingrid-support.refined.site/space/KB/421658625/Return%20flow"
format: markdown
---
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.

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## How it works for your consumers

The return journey runs across three tabs in the Returns Portal: **Items → Shipping → Confirm**.

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**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”.

![image](media://397e23eb-2004-48d1-a7d2-a1555c4c652d)

![image](media://086de26a-c64c-48cf-99eb-4771f1a3682c)

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**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.

![image](media://1328e2e3-e4a3-4b66-bba4-6ebfcafecb45)

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**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

![image](media://713ce16d-2fda-4a06-8c2a-bceb636bde0e)


This article covers the **Return** path only. See related articles for Exchange and Claim flows.

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**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

![image](media://74ebf2dc-0ea3-4943-9cd2-cb635c7af27c)

![image](media://8cfba773-6996-4d16-99a1-d9b8a8ab4f9b)

![image](media://59d0ccec-c9ae-4b82-bb3d-a8787a9742d1)

![image](media://33dd796b-0ca0-4335-81e9-d5063823b7a0)

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**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.

![image](media://7f364e06-5cc7-466a-a097-ca95cef50263)

![image](media://2c72fde3-bc3a-480e-a36d-0ece593225bc)

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**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”

![image](media://075b4354-de8c-4421-9a62-f8a6e31667a0)

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**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**

![image](media://df65d2a7-4c80-44bf-91c6-0b55d1379ba0)

![image](media://075b4354-de8c-4421-9a62-f8a6e31667a0)

![image](media://fe70953f-5149-4b13-9a9f-f3df4d205cb2)

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**Step 8 — Select a shipping method**

Your consumer chooses how to send the item back. All available options and costs are shown upfront.

![image](media://eee2ce54-2efe-4863-869e-93e40f1e0b61)

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**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.

![image](media://58522896-9873-46df-bea7-8ddcd2233d49)

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**Step 10 — Done**

“Your return has been registered. You will receive an email with return instructions.”

![image](media://1e3c382c-0f9b-44c8-a841-35d238655f76)

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## What happens automatically

Once your consumer clicks Confirm, everything runs without any action from you:

1. Return is registered in Ingrid Returns
2. Return label is generated automatically via your carrier integration
3. Consumer receives a confirmation email with return instructions and the label
4. Consumer ships the item
5. Item arrives at your warehouse → your WMS confirms receipt and approval
6. WMS sends a webhook to Ingrid Returns
7. Return status is updated automatically
8. 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.

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## 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.

![image](media://b27be528-a946-4079-8792-072ca623c445)

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.