Redo Returns

Remark’s Redo Returns integration lets agents find existing returns and create return requests from a shopper conversation. Requests can include refunds, store credit, or replacements of the same item.

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Before you start

You need access to Settings > Integrations in Remark and the following details from Redo:

• An API key with returns_read for return lookups, orders_read for order verification before creation, and returns_write for return creation and image uploads
• Your Redo store ID, not your e-commerce platform’s store ID
• The e-commerce platform name used by Redo, such as shopify
• Your storefront domain, such as my-store.com

For lookup-only use, returns_read is sufficient. Add the other scopes only when enabling the actions that need them. Follow Redo’s authentication guide to get your credentials:

1. Sign in to the Redo dashboard.
2. Open Settings > Developer.
3. Select Add API Client and choose the required access scopes.
4. Copy the generated API secret. Redo shows it only once.
5. Copy the store ID from the General section of Settings > Developer.

If you cannot access these settings or do not know your platform name, contact Redo support. Do not guess the store ID or platform value.

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Connect Redo Returns

1. Open Settings > Integrations in Remark.
2. Find Redo Returns and select Connect.
3. Enter Store domain, API key, Redo store ID, and E-commerce platform.
4. Select Connect.

Remark checks that the key can read returns for the supplied Redo store before saving the connection. This check does not verify orders_read, returns_write, or the e-commerce platform value. To replace credentials, open More options on the integration and select Manage connection.

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Add Redo Returns to an intent

Add the relevant actions to a returns intent:

• Search Redo returns finds returns by order name and the shopper-provided order email.
• Get Redo return retrieves status, items, and available label or tracking links using a return ID and the shopper-provided order email.
• Create Redo return requests a return for selected order items.
• Add Redo return image attaches one image from the current conversation to an existing return.

For return creation, include an order lookup action that provides the e-commerce platform’s order and line item IDs. In the intent’s instructions:

1. Ask for the order email and either the last name or shipping postal code on the original order. Do not take these verification values from lookup results.
2. Collect the items, quantities, return reasons, and compensation choice for each item.
3. Confirm the address the shopper will ship from. This can differ from the original order address used for verification.
4. Ask the shopper to confirm the items, quantities, and compensation before creating the return.
5. Share only label and tracking URLs returned by Redo.

Remark checks the supplied customer details and selected items against the order before creating a return. If both the last name and original postal code are supplied, both must match. Same-item replacements use the same variant, not a different size or color. Redo supports them for Shopify, BigCommerce, and Commerce Cloud orders. Replacement shipping uses the e-commerce platform’s rates, so do not promise free shipping. See Redo’s Create Return reference. Playground and evaluation chats skip return creation and image uploads. The integration does not generate a return portal link or process refunds directly.

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Attach return images

If your policy requires image evidence, collect the images before creating the return. Then use Add Redo return image once per image with the new return ID and the shopper-provided order email. Only images attached to the current conversation are supported, not PDFs or videos. The image action is not available in Workflows. Confirm that images were attached only after each upload succeeds. An attachment does not confirm approval or that Redo’s evidence requirements are satisfied.

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Troubleshooting

• If connection fails, check the API key, Redo store ID, and returns_read scope.
• If lookups work but creation fails, check orders_read, returns_write, and the platform name. Ask the shopper to check their verification details. Do not retry with details copied from an order lookup.
• If an image upload fails, keep the existing return. Do not repeat successful uploads or automatically retry an unconfirmed upload: Redo may already have saved the image. Check the return in Redo before trying again.