Summary
Returns is the stage of the Perform.AI AI Commerce Operating System that handles the return for the shopper. A shopper starts a return from the Tracking Page of a delivered order, your rules decide what is eligible and what is approved, the shopper gets a label for a drop-off point of their choice, and your team follows the parcel back and triggers the refund from one view. Both shoppers and AI agents check how easy it is to return before they buy, so an easy return is part of winning the next sale. Returns runs on the same connected data as Checkout, Post-Purchase and Logistics: the same carrier rules and rate cards that ship a parcel route it back, and delivery performance can be read against return rate in AI Decision Intelligence.Features
Self-Service Returns
Let shoppers request, get approved and label a return from your Tracking Page, with approval flows and policy rules you configure.
Returns Notifications & Refund Triggers
Keep shoppers and your team informed through the return journey, and start refunds from return events through webhooks.
Return Options & Labels
How shoppers get a return label: drop-off point selection across carriers, automatic label generation, and pre-printed labels in the box.
Returns Overview
The portal view of every return request and its status, where your team approves, rejects, records refunds and reaches the return shipment and label.
Returns Policy Rules
Available on request. Rules that charge or waive a return fee and let selected shoppers keep an item and still get a refund.
Exchanges & Gift Cards
Available on request. Offer shoppers an exchange for another variant or store credit instead of a refund when they return an item.
Return Fraud Detection
Available on request. Flags return requests with signs of fraud in the Returns Overview, with the reason, so your team reviews them before refunding.
For developers
- Returns concepts: the Return Ticket and the Return Shipment.
- Create a Return and Update a Return from your own portal or support tooling.
- Create a Return with a preprinted label and Update a Return with a preprinted label.
- Retrieve labels and Create Events for quality check and refund events.
- Webhooks in format 5.2 or 5.3 for return objects, and Notifications.
- MCP tools to search return shipments and notification configurations from your AI assistant.