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Marketing Cloud Next
Use the Order Return via API Event

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Use the Order Return via API Event

Trigger automation flows when customers initiate returns in your external commerce system, enabling automated return confirmations and processing communications.

Required Editions

Available in: Salesforce Enterprise and Unlimited Editions with Marketing Cloud Next Growth or Advanced Edition
User Permissions Needed
To create and manage flows:

Marketing Cloud Admin permission set

OR

Marketing Cloud Manager permission set

The Order Return via API event enables you to automate marketing actions when customers return orders. Use this event to send return confirmations, provide return updates, and notify customers during refund processing.

  1. In Marketing Cloud Next, go to Flows.
  2. Create a flow with the Order Return event.
    1. Create a new flow and select Automation Event-Triggered Flow.
    2. In the Event Library, search for and select Order Return via API.
    3. Review the example payload to understand the available return data fields.

      The payload includes required fields from these DMOs:

      Data Model Object (DMO) Required Fields
      Return Order DMO Return Order ID (ssot__Id__c)
      Sales Order DMO
      • Order ID (ssot__Id__c)
      • Sold To Customer ID (ssot__SoldToCustomerId__c)
      Individual DMO Individual ID (ssot__Id__c)
      Contact Point Email DMO Email ID (ssot__Id__c)
      Contact Point Phone DMO Telephone ID (ssot__Id__c)
      Return Order Product DMO Return Order Product ID (ssot__Id__c)
      Product DMO Product ID (ssot__Id__c)
      Here's the payload: 
      {
  "inputs": [
    {
      "$Event": {
        "ssot__CreatedDate__c": "DateTime",
        "ssot__CustomerAccountId__c": "String",
        "ssot__DataSourceId__c": "String",
        "ssot__DataSourceObjectId__c": "String",
        "ssot__Id__c": "String",
        "ssot__ReturnOrderStatus__c": "String",
        "ssot__SalesOrderId__c": "String",
        "ssot__TotalAmount__c": "Number",
        "KQ_Id__c": "String",
        "KQ_SalesOrderId__c": "String",
        "ssot__SalesOrder__dlm": {
          "ssot__CreatedDate__c": "DateTime",
          "ssot__DataSourceId__c": "String",
          "ssot__DataSourceObjectId__c": "String",
          "ssot__Id__c": "String",
          "ssot__InternalOrganizationId__c": "String",
          "ssot__Name__c": "String",
          "ssot__OrderNumber__c": "String",
          "ssot__OrderStartDate__c": "DateTime",
          "ssot__SalesOrderStatusId__c": "String",
          "ssot__SoldToCustomerId__c": "String",
          "ssot__TotalAmount__c": "Number",
          "KQ_Id__c": "String",
          "ssot__Individual__dlm": {
            "ssot__BirthDate__c": "DateTime",
            "ssot__CreatedDate__c": "DateTime",
            "ssot__DataSourceId__c": "String",
            "ssot__DataSourceObjectId__c": "String",
            "ssot__ExternalRecordId__c": "String",
            "ssot__ExternalSourceId__c": "String",
            "ssot__FirstName__c": "String",
            "ssot__Id__c": "String",
            "ssot__LastModifiedDate__c": "DateTime",
            "ssot__LastName__c": "String",
            "ssot__PersonName__c": "String",
            "ssot__Salutation__c": "String",
            "ssot__TitleName__c": "String",
            "KQ_Id__c": "String",
            "ssot__ContactPointEmail__dlm": [
              {
                "ssot__DataSourceId__c": "String",
                "ssot__DataSourceObjectId__c": "String",
                "ssot__EmailAddress__c": "String",
                "ssot__Id__c": "String",
                "ssot__PartyId__c": "String",
                "KQ_Id__c": "String",
                "KQ_PartyId__c": "String"
              }
            ],
            "ssot__ContactPointPhone__dlm": [
              {
                "ssot__DataSourceId__c": "String",
                "ssot__DataSourceObjectId__c": "String",
                "ssot__FormattedE164PhoneNumber__c": "String",
                "ssot__Id__c": "String",
                "ssot__PartyId__c": "String",
                "ssot__TelephoneNumber__c": "String",
                "KQ_Id__c": "String",
                "KQ_PartyId__c": "String"
              }
            ]
          }
        },
        "ssot__ReturnOrderProduct__dlm": [
          {
            "ssot__CreatedDate__c": "DateTime",
            "ssot__DataSourceId__c": "String",
            "ssot__DataSourceObjectId__c": "String",
            "ssot__Id__c": "String",
            "ssot__ProductId__c": "String",
            "ssot__ReturnOrderId__c": "String",
            "ssot__ReturnReasonCode__c": "String",
            "ssot__ReturnedQuantityCount__c": "Number",
            "KQ_Id__c": "String",
            "KQ_ReturnOrderId__c": "String",
            "KQ_ProductId__c": "String",
            "ssot__Product__dlm": {
              "ssot__CreatedDate__c": "DateTime",
              "ssot__DataSourceId__c": "String",
              "ssot__DataSourceObjectId__c": "String",
              "ssot__Description__c": "String",
              "ssot__Id__c": "String",
              "ssot__Name__c": "String",
              "ssot__PrimaryProductCategory__c": "String",
              "ssot__PrimaryProductImageURL__c": "String",
              "ssot__PrimaryProductSubCategoryName__c": "String",
              "ssot__ProductCode__c": "String",
              "ssot__ProductFamily__c": "String",
              "ssot__ProductSKU__c": "String",
              "ssot__ProductType__c": "String",
              "KQ_Id__c": "String"
            }
          }
        ]
      }
    }
  ]
}
    4. Add flow elements to define the actions that should occur when return events are triggered.
      For example, add a Send Email Message element to send return notifications to customers.
      You can map event payload fields to message merge fields, including return statuses and return amounts.
    5. If required, add decision elements to create different actions based on specific return statuses.
      For example, send different message templates for Approved and Refunded statuses.
    6. Save the flow with a descriptive name and note the API name for your integration.
    7. Activate the flow to make it ready to receive API triggers.

Configure your external commerce system to trigger the flow when return events occur with a POST request: 

POST /services/data/<api_version>/actions/custom/flow/flowApiName
 
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