Redo is an order tracking and returns management platform that helps you offer branded returns experiences, exchanges, and refunds to your customers.

With the Redo integration, return events sync automatically to Omnisend, allowing you to trigger targeted email and SMS automations whenever a customer creates or updates a return or their order tracking status changes.

Benefits

Real-time return triggers: Respond when a customer creates a return or when a return's status changes (e.g., shipped, delivered, completed).
Order tracking updates: Trigger automations when a shipment status changes - in transit, out for delivery, delivered, and more.
Order and refund context: Each event includes the original order reference, refund/exchange/store credit amounts, and full item-level detail.
Automated customer communication: Keep customers informed about their returns and shipments through Automation Workflows.

Setup Process

Step 1. In Omnisend, go to Apps → search for the Redo app and click Connect now.

Step 2. You'll be asked for your REDO API Key and Store ID. You can find (or generate) these in your REDO dashboard under Settings → Developer → API Clients.

Step 3. On the next page, you'll see an automation. Once you select it, you will see the webhook's URL. Copy it. This URL is required for us to receive information about the upcoming event.

Step 4. For return automation in Redo, go to Settings → Developer → Webhooks → Add webhook and set:

Field	Value
Topic	Returns
Webhook Kind	Redo
Webhook URL	The webhook URL from Step 4
Bearer token	A secret you choose, used to verify incoming requests

Click Create to activate the webhook.

Step 5. Order Tracking webhooks are registered via the Redo API. You will need your Store ID (found in Settings → Developer) and a V3 API token with Webhooks (Read + Write) and Orders (Read) scopes.

Using Postman or any API client, send the following request:

POST https://api.getredo.com/v3/account/{your-store-id}/graphql 
Authorization: Bearer your-redo-sk-token 
Content-Type: application/json

Body:

{   
"query": "mutation { createWebhookEndpoint(input: { url: \"YOUR_OMNISEND_WEBHOOK_URL\", topics: [ORDER_TRACKING_STATUS_UPDATED, TRACKER_CREATED, TRACKER_STATUS_UPDATED], description: \"Omnisend order tracking\" }) { id secret } }" 
}

Save the secret returned - it is shown only once.

Step 6. Confirm the setup in Omnisend.

That's it! All Redo return events will now be triggered as custom events in Omnisend.

What Data is Passed

Contact Fields in Contact Profiles

The following fields will be added to the contact profile in Omnisend:

Email address
First Name
Last Name

Supported Custom Events

Custom Event Name	Description
`Redo - Return Created`	Triggered when a new return is created
`Redo - Return Updated`	Triggered when an existing return is updated
`Redo - tracker_created`	Triggered when a shipment tracker is created - the first time a package becomes trackable with a carrier
`Redo - tracker_status_updated`	Triggered when a package's carrier status changes (e.g., in transit, out for delivery, delivered)
`Redo - order_tracking_status_updated`	Triggered when an order's fulfillment status changes (e.g., created, fulfilled, canceled)

Note: It may take a few minutes for a return event in Redo to appear as a custom event in Omnisend. This is normal and does not indicate an issue with the integration.

Return Event Properties

Each event includes return data as event properties, including:

Property	Description
`firedIn`	Internal identifier for which return stage triggered the event (e.g. `return-created`)
`return.id`	Unique return ID
`return.status`	Return status
`return.type`	`return`, `exchange`, `claim`, or `warranty`
`return.compensationMethods`	Array of compensation methods for the return (e.g. `exchange`, `refund`, `store_credit`)
`return.order.name`	Original Shopify order name (e.g. `1259`)
`return.source.emailAddress`	Customer email address
`return.source.name`	Customer first and last name
`return.source.mailingAddress`	Customer's return mailing address
`return.totals.refund.amount`	Refund amount and currency (may be `0.00` if the return is an exchange)
`return.totals.exchange.amount`	Exchange amount and currency
`return.totals.storeCredit.amount`	Store credit amount and currency
`return.exchange.items`	Items included in the exchange, with SKU, price, and quantity
`return.exchange.itemCount`	Number of items in the exchange
`return.exchange.provision`	Exchange provisioning status (e.g. `processed`)
`return.shipments`	Array of return shipment details (may be empty depending on return type)
`return.items`	Full array of returned items, including SKU, quantity, reason, and refund type per item
`order`	Original order data, including order name, placement date, totals, and line items
`order.items`	Line items from the original order, with product and variant names

Order Tracking Event Properties

Each event includes return data as event properties, including:

Property	Description
`id`	Branded tracker ID (`trk_...`)
`status`	Current tracking status — see full list below
`occurredAt`	Timestamp when the status change occurred
`trackingNumber`	Carrier tracking number
`orders`	Array of orders linked to this shipment, including order number and order name
`orders[].orderName`	Shopify order name (e.g. `#1490`)
`orders[].orderNumber`	Shopify order number

💬 Learn more: Use Personalization in Omnisend.

Build Automation Workflows with Redo Events

Here are some automations you can build once the data is flowing:

Return confirmation email: When Redo - Return Created fires, confirm receipt of the customer's return request and let them know what to expect next.
Return status update: When Redo - Return Updated fires, notify the customer of their return's new status (e.g., shipment received, refund processed, exchange shipped).
Refund processed notification: When Redo - Return Updated fires with status = complete, confirm the refund or store credit amount issued.
Shipment in transit: When Redo - tracker_status_updated fires with status = in_transit, notify the customer that their return shipment is on its way.
Out for delivery: When Redo - tracker_status_updated fires with status = out_for_delivery, let the customer know their package is arriving today.
Delivered confirmation: When Redo - tracker_status_updated fires with status = delivered, confirm delivery and prompt next steps.

💬 Learn more: Set Up Automation Workflow Settings.

FAQ

Which Redo plan do I need?

You need a Redo account with API and webhook access under Settings → Developer. Contact Redo support to confirm availability for your plan.

Does this integration support order tracking events?

Not currently. This integration currently covers only return events.

What subscription status will new contacts have?

New contacts created through this integration are set up based on the provided identifiers. They will not receive marketing emails until they opt in through Omnisend's subscription forms, unless they were already subscribed.

Does historical data sync?

No, only real-time events from the moment the integration is activated.

Can I use Redo events in Email Campaigns?

Redo events are designed for Automation Workflows. To send one-time campaigns, create a segment based on contact data synced from Redo events and send a campaign to that segment.

If you couldn't find the answer to your question, reach out to our Support Team through the in-app chat or at [email protected] - our team is available 24/7.

Integrate Redo with Omnisend