> ## Documentation Index
> Fetch the complete documentation index at: https://redo-44af351d-docs-returns-email-query-param.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Ecwid

> Connect Ecwid to Redo to record returns as inbound orders in your Ecwid store

export const integrationProvider_0 = "Ecwid"

## What is Ecwid?

Ecwid is a cloud-based e-commerce platform that lets merchants add a storefront to any website or social channel. Redo's Ecwid integration mirrors returns back into Ecwid so your team can see incoming RMAs alongside outbound orders in the same admin.

## What Does the Integration Do?

When a return is approved in Redo, the integration creates a corresponding order record in Ecwid representing the incoming items. The Ecwid order is created with a \$0 total and `PAID` payment status — it is not a sellable order, just an inbound record so warehouse and CX staff can match what's coming back to what originally shipped.

The order carries:

* Line items with SKU, quantity, and the customer's return reason (as a selected option)
* Returner email and shipping address
* Order comments referencing the merchant, Redo return ID, original order name, and incoming tracking number
* Private admin notes containing the customer's questionnaire answers and any uploaded images
* The configured **Customer Group** tag (so Redo-created orders are easy to filter in Ecwid)
* The return tracking number stored in Ecwid's `affiliateId` field

Once configured, Redo can also listen for `order.updated` webhooks from Ecwid and append the new fulfillment/payment status to the matching return's timeline — useful for keeping a paper trail when warehouse staff update the inbound order in Ecwid.

<Note>
  The Ecwid integration **does not** auto-process returns in Redo from Ecwid status changes — webhook events are recorded as timeline notes only. Return processing in Redo (refund, store credit, exchange) is still triggered by your standard Redo workflow.
</Note>

## How to Set It Up

### Prerequisites

Before you begin, make sure you have the following:

<AccordionGroup>
  <Accordion title="Active Ecwid Store" icon="circle-check">
    You must have an active Ecwid store with API access enabled.
  </Accordion>

  <Accordion title="Store ID" icon="store">
    Your numeric Ecwid Store ID. You can find it in Ecwid under **My Profile** or in your store admin URL.
  </Accordion>

  <Accordion title="Access Token" icon="key">
    A REST API access token with read/write permission on orders. Tokens are created in Ecwid under **Apps** → **Develop apps** (private app) or in **My Apps** → **API**.
  </Accordion>

  <Accordion title="Customer Group (optional but recommended)" icon="tag">
    A short identifier (e.g. `redo-returns`) that Redo will attach to every order it creates in Ecwid. This lets you filter or report on Redo-created orders without confusing them with real customer orders.
  </Accordion>

  <Accordion title="Client ID and Client Secret (only if you want webhooks)" icon="bell">
    If you want Ecwid order updates to appear on the Redo return timeline, you'll need your **Client ID** and **Client Secret** from your Ecwid custom app. Redo uses the Client Secret to verify the HMAC-SHA256 signature on incoming webhook events. Without these, the integration still works one-way (Redo → Ecwid) but Redo will not record Ecwid-side status changes.
  </Accordion>
</AccordionGroup>

### Configuration Steps

<Steps>
  <Step title="Navigate to Integrations">
    Go to **Settings** → **Returns & Claims** → **Integrations** and locate the **Ecwid** card.
  </Step>

  <Step title="Connect Ecwid">
    Click **Connect** on the Ecwid card.
  </Step>

  <Step title="Enter Connection Details">
    In the configuration form, provide:

    * **Store ID** (required)
    * **Access Token** (required)
    * **Customer Group** (required)
    * **Client ID** (optional — required for webhooks)
    * **Client Secret** (optional — required for webhooks)

    You can also scope the integration to **Returns**, **Claims**, and/or **Warranties** independently, and optionally enable **Filter by return reason** or a **SKU override** if you want every returned item to be reported in Ecwid under a single SKU. Click **Save** to complete the connection.
  </Step>

  <Step title="Test the Integration">
    Create a test return to verify it works end-to-end:

    1. Initiate a test return through your Redo return portal
    2. Approve the return so it triggers Ecwid sync
    3. In Ecwid, check **My Sales** → **Orders** for a new \$0 order tagged with your Customer Group
    4. Confirm the order has the correct SKUs, quantities, return reasons, and tracking number
  </Step>
</Steps>

### Webhook Setup (optional)

If you provided a Client ID and Client Secret, you'll need to configure the webhook in Ecwid manually. Redo does not auto-register Ecwid webhooks.

<Steps>
  <Step title="Get Your Webhook Endpoint">
    Contact [Redo support](mailto:support@getredo.com) to receive your team's unique Ecwid webhook endpoint URL.
  </Step>

  <Step title="Subscribe in Ecwid">
    In your Ecwid custom app configuration, subscribe the webhook endpoint to the **`order.updated`** event. Ecwid will then POST signed events to Redo whenever an order changes fulfillment or payment status.
  </Step>
</Steps>

<Warning>
  Webhook events are matched to Redo returns using the Ecwid **Store ID** plus the Ecwid order's human-readable order number (e.g. `B8HGD`), not the numeric entity ID. Each Redo team can connect one Ecwid store; merchants with multiple Ecwid stores should connect each store under its own Redo team.
</Warning>

### Required Address Fields

Returns missing a complete shipping address (street, city, and country) will fail to sync to Ecwid and surface a non-retryable error on the return timeline. Make sure your return portal collects these fields before approving the return.

## How Long Does It Take?

### Setup Timeline

| Step                         | Time              | Description                                                      |
| ---------------------------- | ----------------- | ---------------------------------------------------------------- |
| Obtain Store ID & Token      | 2-5 minutes       | Locate Store ID and create access token in Ecwid                 |
| Configure in Redo            | 2-5 minutes       | Enter credentials and save configuration                         |
| Configure Webhook (optional) | 5-10 minutes      | Subscribe `order.updated` webhook in your Ecwid custom app       |
| First Return Test            | 5-10 minutes      | Create test return and verify the inbound order appears in Ecwid |
| **Total Setup**              | **15-30 minutes** | Complete setup for most merchants                                |

### Operational Timing

<Steps>
  <Step title="Order Creation in Ecwid">
    **Real-time (1-3 seconds)** after the return is approved in Redo.
  </Step>

  <Step title="Timeline Updates from Ecwid">
    **Real-time via webhook** — when your team updates the inbound order in Ecwid (e.g. marks fulfillment as `SHIPPED`), Redo records the change on the return timeline within seconds. Return processing in Redo is **not** triggered automatically by these events.
  </Step>
</Steps>

## Support

For issues with the Redo integration configuration, return processing, or data synchronization, contact **[support@getredo.com](mailto:support@getredo.com)**.

For issues with {integrationProvider_0} access, API credentials, or warehouse operations, contact your {integrationProvider_0} account manager or support team.