Product Refund

This document describes the Out-Of-The-Box (OOTB) Product Refund event schema for use in your integrations. This event should be sent whenever an item refund is issued, whether partial or full. This can occur after return processing, customer service intervention, or automated refund workflows. Crucially, an event should be sent on a product level, meaning one event is triggered for each product that was refunded.

Event Key

Event Key	Event Name	Type
`ootb_product_refund`	Product Refund	Simple event

Event Structure

The mandatory properties (tenant, timestamp, event, and customer) are required for all events and documented in detail on the Mandatory Properties page.

Below is the JSON structure for the context-specific properties of the OOTB Product Refund event.

{
  "context": {
    "ootb_session_id": "248rhdbuw2her1",
    "ootb_order_id": "ORD-4498TREF",
    "ootb_item_order_id": "OI-1298840",
    "ootb_refund_id": "RFND-98732",
    "ootb_product_id": "Sneakers93824",
    "ootb_variant_id": "Sneakers93824-White9",
    "ootb_sku_id": "Sneakers93824-White9-S9",
    "ootb_item_name": "White High-Top Sneakers - Size 9",
    "ootb_brand": "ExampleBrand",
    "ootb_category": "C-Footwear",
    "ootb_department": "D-Shoes",
    "ootb_refund_amount": 89.99,
    "ootb_refund_reason": "damaged_item"
  }
}

Parameters

Optional fields are marked with an asterisk (*).

Parameter Key	Parameter Name	Type	Description
`ootb_session_id`*	OOTB Session ID	String	User’s browser session ID if the refund was processed online.
`ootb_order_id`	OOTB Order ID	String	The order associated with the refund.
`ootb_item_order_id`*	OOTB Item Order ID	String	ID of the specific item being refunded from the order.
`ootb_refund_id`*	OOTB Refund ID	String	Unique identifier for this specific refund transaction.
`ootb_product_id`	OOTB Product ID	String	Refunded product’s ID.
`ootb_variant_id`*	OOTB Variant ID	String	Variant identifier of the refunded product.
`ootb_sku_id`*	OOTB SKU ID	String	SKU identifier of the refunded product.
`ootb_item_name`*	OOTB Item Name	String	Name of the refunded item.
`ootb_brand`	OOTB Brand	String	Brand of the refunded product.
`ootb_category`	OOTB Category	String	Lowest-level category of the refunded product.
`ootb_department`	OOTB Department	String	Top-level department or category of the refunded product.
`ootb_refund_amount`	OOTB Refund Amount	Number	The amount refunded for this specific item (can be full or partial).
`ootb_refund_reason`*	OOTB Refund Reason	String	Reason for the refund (e.g., `damaged_item`, `late_delivery`, `changed_mind`).

Explanation

event: Set to ootb_product_refund to signify that a refund has been issued for a specific product.
context:
- ootb_session_id: Links the refund to a specific user session, if applicable (e.g., if processed via a self-service portal).
- ootb_order_id, ootb_item_order_id: Identify the original order and the specific item within that order for which the refund is being issued.
- ootb_refund_id: A unique identifier for the refund transaction itself.
- Product Identifiers (ootb_product_id, ootb_variant_id, ootb_sku_id, ootb_item_name, ootb_brand, ootb_category, ootb_department): Provide comprehensive details about the specific item that was refunded.
- ootb_refund_amount: Specifies the monetary value of the refund for this item.
- ootb_refund_reason: Gives context as to why the refund was processed.