Consigo receber atualizações das minhas reversas e reembolsos via webhook?
Sim, O Trocas & Devoluções possui um webhook que dispara informações de reversas e/ou reembolsos para um endereço pré-determinado do cliente, sempre que ocorre uma atualização de status, no reembolso ou na reversa, que tenha sido indicado como gatilho de envio pelo cliente.
Como configurar o webhook?
Siga estes passos:
1 - Envie um e-mail para suporte@after.sale com o assunto [nome_do_seu_e-commerce] Configuração de Webhook - T&D. No conteúdo do e-mail indique:
a - O endereço (URL) que receberá os envios;
b - O token/senha de acesso que a Aftersale deve utiliza para acessar este endereço;
c - Liste os status de Reversa e/ou status de Reembolso, a partir dos quais deseja receber atualizações (veja quais são eles abaixo);
d - Dois números de pedidos que poderão ser usados para testar os envios.
2 - Aguarde o retorno do time Aftersale, informando da configuração realizada e solicitando a confirmação dos envios de teste.
3 - Confirme a recepção dos arquivos enviados.
4 - E pronto! Agora você deve mapear as informações dos arquivos enviados respeitando os padrões descritos abaixo.
Quais são os status de Reversa disponíveis como gatilho?
|
ID |
Evento |
Status ADMIN |
|---|---|---|
|
29 |
reverse.status.changed.received |
Recebido |
|
30 |
reverse.status.changed.pending |
Em análise |
|
31 |
reverse.status.changed.divergent_received |
Recebimento divergente |
|
33 |
reverse.status.changed.approved |
Aprovado |
|
34 |
reverse.status.changed.processing |
Processando |
|
35 |
reverse.status.changed.awaiting |
Aguardando envio |
|
36 |
reverse.status.changed.shipped |
Em trânsito |
|
37 |
reverse.status.changed.delivered |
Entrega realizada |
|
38 |
reverse.status.changed.canceled |
Cancelado |
|
39 |
reverse.status.changed.shipping_failed |
Problemas no transporte |
|
46 |
reverse.status.changed.invoice_pending |
Nota fiscal pendente |
|
47 |
reverse.status.changed.awaiting_payment |
Aguardando pagamento |
|
48 |
reverse.status.changed.almost_done |
Parcialmente resolvido |
|
49 |
reverse.status.changed.done |
Resolvido |
|
50 |
reverse.status.changed.partially_approved |
Parcialmente aprovado |
|
51 |
reverse.status.changed.refused |
Recusado |
|
55 |
reverse.status.changed.courier_correction_letter_attached |
carta de correção anexada |
|
57 |
reverse.status.changed.courier_swaped |
troca de transportadora |
|
58 |
reverse.status.changed.returned_invoice_refused |
Nota fiscal de devolução recusada |
Quais são os status de Reembolso disponíveis como gatilho?
|
ID |
Evento |
Status ADMIN |
|---|---|---|
|
29 |
reverse.status.changed.received |
Recebido |
|
30 |
reverse.status.changed.pending |
Em análise |
|
31 |
reverse.status.changed.divergent_received |
Recebimento divergente |
|
33 |
reverse.status.changed.approved |
Aprovado |
|
34 |
reverse.status.changed.processing |
Processando |
|
35 |
reverse.status.changed.awaiting |
Aguardando envio |
|
36 |
reverse.status.changed.shipped |
Em trânsito |
|
37 |
reverse.status.changed.delivered |
Entrega realizada |
|
38 |
reverse.status.changed.canceled |
Cancelado |
|
39 |
reverse.status.changed.shipping_failed |
Problemas no transporte |
|
46 |
reverse.status.changed.invoice_pending |
Nota fiscal pendente |
|
47 |
reverse.status.changed.awaiting_payment |
Aguardando pagamento |
|
48 |
reverse.status.changed.almost_done |
Parcialmente resolvido |
|
49 |
reverse.status.changed.done |
Resolvido |
|
50 |
reverse.status.changed.partially_approved |
Parcialmente aprovado |
|
51 |
reverse.status.changed.refused |
Recusado |
|
55 |
reverse.status.changed.courier_correction_letter_attached |
carta de correção anexada |
|
57 |
reverse.status.changed.courier_swaped |
troca de transportadora |
|
58 |
reverse.status.changed.returned_invoice_refused |
Nota fiscal de devolução recusada |
Qual o padrão de arquivo de Atualização de Reversa enviado?
{
"event_name": "refund.status.changed",
"signature": "signature",
"data": {
"id": 0,
"type": "string",
"action": "string",
"bonus_amount": 0,
"bonus_amount_percent": 0,
"requested_amount": 0,
"requested_total_amount": 0,
"received_amount": 0,
"received_raw_amount": 0,
"total_amount": 0,
"free_shipping": "string",
"created_at": "string",
"updated_at": "string",
"customer": {
"id": 0,
"first_name": "string",
"last_name": "string",
"email": "string"
},
"status": {
"id": 0,
"name": "string",
"description": "string"
},
"status_histories": [
{
"id": 0,
"reverse_id": 0,
"status_id": 0,
"user_id": 0,
"customer_id": 0,
"date": "string",
"comments": "string",
"status": {
"id": 0,
"service_code": "string",
"name": "string",
"description": "string"
},
"user": {
"id": 0,
"name": "string",
"first_name": "string",
"last_name": "string",
"email": "string",
"mobile_phone": "string",
"phone": "string",
"document": "string",
"wallet": "string"
}
}
],
"total_amount_histories": [
{
"id": 0,
"user": {
"id": 0,
"first_name": "string",
"last_name": "string"
},
"total_amount": "string",
"date": "string",
"type": {
"id": 0,
"name": "string",
"description": "string"
}
}
],
"cashback_account": "string",
"voucher": {
"redemption_code": "string",
"giftcard_id": "string",
"expiring_date": "string"
},
"should_ask_voucher_code": true,
"order_payment_methods": "string",
"order_transactions": [{}],
"refund_product_requests": [{}],
"reverse": {
"status": {
"id": 0,
"service_code": "string",
"name": "string",
"description": "string"
},
"id": 0,
"created_at": "string",
"ecommerceOrder": {
"id": 0,
"order_id": "string"
}
},
"products": [
{
"id": 0,
"reverse_id": 0,
"motive_id": 0,
"reason": {
"id": 0,
"ecommerce_id": 0,
"description": "string",
"reason_category_id": "string",
"action": "string",
"should_approve": true,
"upload_image": "string",
"show_product_grid": true,
"ord": "string",
"created_at": "string",
"updated_at": "string",
"deleted_at": "string"
},
"ecommerce_order_product_id": 0,
"refund_id": 0,
"qty": 0,
"requested_qty": 0,
"received_qty": 0,
"product_received_comment": 0,
"comments": "string",
"reverse_action": "string",
"customer_retention_method_id": "string",
"protocol": "string",
"images": [
{
"id": 0,
"product_id": "string",
"image_path": "string",
"image_url": "string"
}
],
"refund_product_requests": [{}],
"product_id": "string",
"hash": "string",
"name": "string",
"sku": "string",
"price": "string",
"selling_price": "string",
"weight": "string",
"returned_invoice": "string",
"invoice": "string",
"order_id": 0,
"image_url": ["string"]
}
],
"can_edit_wire_transfer": true,
"has_wire_transfer_account": true,
"customer_retention_method_id": "string",
"external_order_url": "string"
}
};
Qual o padrão de arquivo de Atualização de Reembolso enviado?
{
"event_name": "reverse.status.changed.shipping_failed",
"event_date": "2020-10-20 18:07:26",
"signature": "abcd1234",
"data": {
"reverse": {
"id": 9,
"reverse_type": "courier",
"courier_collect": false,
"ecommerce_order_id": 9,
"store_id": null,
"dot_id": null,
"order_id": null,
"courier_contract_id": 9,
"total_amount": null,
"invoice": null,
"courier_data": null,
"destination_data": {
"seller_info": "N\u00e3o informado no produto",
"return_to_seller": false,
"seller_id": null
},
"store_expire_date": null,
"skip_process_step": 0,
"freight_by_customer": false,
"tracking_error": null,
"created_at": "2020-10-20 18:07:26",
"updated_at": "2020-10-20 18:07:26",
"deleted_at": null,
"status_id": 39,
"products": [],
"tracking": null,
"status": {
"id": 39,
"service_code": "reverses",
"name": "shipping_failed",
"description": "problemas no transporte"
},
"status_histories": [
{
"id": 9,
"reverse_id": 9,
"status_id": 39,
"user_id": null,
"customer_id": null,
"date": "2020-10-20 18:07:26",
"comments": null,
"status": {
"id": 39,
"service_code": "reverses",
"name": "shipping_failed",
"description": "problemas no transporte"
},
"user": null
}
],
"refunds": [],
"ecommerce_order": {
"id": 9,
"order_id": null,
"invoice_number": null,
"uuid": null,
"shipping_value": null,
"ordered_at": null,
"value": null,
"currency": null,
"payment_methods": null,
"ecommerce_id": 9,
"customer_id": 893,
"is_online": true,
"is_marketplace": null,
"marketplace_name": null,
"options": null,
"updated_at": "2020-10-20 18:07:26",
"deleted_at": null
},
"must_treat_refund": false,
"external_order_url": null,
"returned_invoice": null,
"reverse_type_name": "correios",
"can_generate_voucher": false,
"could_cancel": true,
"available_swap_couriers": [],
"can_send_correction_letter": false,
"correction_letter_link": null
},
"customer": {
"id": 893,
"first_name": "Demetris",
"last_name": "Lebsack",
"email": "penelope.rosenbaum@example.com",
"contact_email": null,
"document": "12345678911",
"phone": "+5541123416512",
"address_id": 18,
"shipping_address_id": 17,
"address": {
"id": 18,
"zip_code": "69475000",
"address": "Rua Francisco Derosso",
"complement": "Apartamento 1 Torre 1",
"number": "77144828",
"neighborhood": "Xaxim",
"city": "Curitiba",
"state": "PR",
"lat": "83.455368",
"long": "-25.326949",
"updated_at": "2020-10-20 18:07:26",
"deleted_at": null
},
"shipping_address": {
"id": 17,
"zip_code": "69475000",
"address": "Rua Francisco Derosso",
"complement": "Apartamento 1 Torre 1",
"number": "74045",
"neighborhood": "Xaxim",
"city": "Curitiba",
"state": "PR",
"lat": "-4.795581",
"long": "-28.582266",
"updated_at": "2020-10-20 18:07:26",
"deleted_at": null
}
},
"ecommerce_order": null,
"tracking_history": []
}
}
Dicionário de dados dentro do payload Reversa:
|
Campos mais relevantes. |
Reversa ou Reembolso |
O que é |
|---|---|---|
|
"event_name" |
reembolso |
Nome do status do reembolso |
|
“id" |
reembolso/data |
Id do reembolso |
|
“type” |
reembolso/data |
Tipo do reembolso. |
|
"action" |
reembolso/data |
Ação do reembolso, voucher, estorno ou tranferência (string). |
|
“free_shipping”?? |
reembolso/data |
Envio grátis. |
|
"created_at" |
reembolso/data |
Data da criação do reembolso. |
|
"updated_at" |
reembolso/data |
Data de atualização do reembolso. |
|
"id" |
reembolso/data/customer |
Id do consumidor. |
|
"first_name" |
reembolso/data/customer |
Nome do consumidor |
|
"last_name" |
reembolso/data/customer |
Sobrenome do consumidor. |
|
"email" |
reembolso/data/customer |
E-mail do consumidor. |
|
"id" |
reembolso/data/status |
Id do status do reembolso. |
|
"name" |
reembolso/data/status |
Nome do status do reembolso. |
|
"description" |
reembolso/data/status |
Descrição do status do reembolso. |
|
"status_histories" |
reembolso/data/status_histories |
Histórico de status do reembolso. |
|
"user" |
reembolso/data/status_histories/user |
Alterações de status feitas pelo usuário do admin. |
|
"total_amount_histories" |
reembolso/data/total_amount_histories |
Se refere a alterações de reembolso feitas pelo operador. |
|
“giftcard_id” |
reembolso/data/voucher |
Id do voucher. |
|
"expiring_date" |
reembolso/data/voucher |
Data de expiração do voucher. |
|
"order_transactions" |
reembolso/data/ |
Número das transações financeiras (serve apenas para a Vtex). |
|
“refund_product_requests” |
reembolso/data/refund_product_requests |
Produtos que pediram reembolso.
|
|
"products" |
reembolso/data/products |
Produtos. |
|
“reason_category_id” |
reembolso/data/products |
Motivo de troca ou devolução. |
|
“action" |
reembolso/data/products |
Se é troca ou devolução. |
|
"show_product_grid" |
reembolso/data/products |
Grade de produtos para troca. |
|
"requested_qty" |
reembolso/data/products |
Quantos produtos foram solicitados na reversa. |
|
"received_qty" |
reembolso/data/products |
Quantos produtos o operador recebeu. |
|
"reverse_action" |
reembolso/data/products |
Ação da reversa: Trocar, devolver, falha na entrega e troca retida. |
|
"id" |
reversa/data/reverse |
Id da reversa (string). |
|
"reverse_type" |
reversa/data/reverse |
Tipo da reversa. Por transportadora ou seller/loja física (string). |
|
"order_id" |
reversa/data/reverse |
Número do pedido (string). |
|
"courier_collect" |
reversa/data/reverse |
Se é coleta ou não (boolean). |
|
"courier_contract_id" |
reversa/data/reverse |
Id do contrato de transportadora vinculado ao e-commerce no Admin. |
|
“destination_data” |
reversa/data/reverse |
Dados de destino para onde o produto vai retornar. |
|
"seller_info" |
reversa/data/reverse |
Se tem um seller cadastrado, ele será mostrado. |
|
"skip_process_step" |
reversa/data/reverse |
(number) 1 = não gerou/não vai gerar coleta/postagem, e foi feito manualmente pelo admin quando a reversa estava com o status "em analise". 2 = não gerou/não vai gerar coleta/postagem, e foi feito automático pela regra do valor da reversa. |
|
"freight_by_customer" |
reversa/data/reverse |
Frete pago pelo consumidor (boolean). |
|
"order_id" |
reversa/data/reverse/refunds/ecommerce_order |
Id do pedido. |
|
"invoice_number" |
reversa/data/reverse/refunds/ecommerce_order |
Número da nota fiscal (string). |
|
"uuid" |
reversa/data/reverse/refunds/ecommerce_order |
Dado da transação financeira. |
|
"ordered_at |
reversa/data/reverse/refunds/ecommerce_order |
Data de entrega. |
|
"payment_methods" |
reversa/data/reverse/refunds/ecommerce_order |
Métodos de pagamento. Ex: “creditCard" (string). |
|
"ecommerce_id" |
reversa/data/reverse/refunds/ecommerce_order |
Id do e-commerce. |
|
"customer_id" |
reversa/data/reverse/refunds/ecommerce_order |
Id do consumidor. |
|
"customer" |
reversa/data/reverse/refunds/customer |
Informações a respeito do consumidor e endereço. |
Exemplo de payload de Reversa preenchido com dados fictícios:
{
"event_name": "reverse.status.changed.shipped",
"event_date": "2021-11-12 14:43:31",
"data": {
"reverse": {
"id": 29,
"reverse_type": "courier",
"courier_collect": false,
"ecommerce_order_id": 29,
"store_id": null,
"dot_id": null,
"order_id": null,
"courier_contract_id": 1,
"total_amount": "129.99",
"invoice": null,
"courier_data": null,
"destination_data": {
"name": "Cliente - ABC",
"type": "ecommerce",
"address": {
"id": 46,
"lat": null,
"city": "Curitiba",
"long": null,
"state": "PR",
"number": "1",
"address": "Rua Roberto Faria",
"country": "BR",
"zip_code": "81050620",
"complement": null,
"deleted_at": null,
"updated_at": "2021-11-12 14:43:03",
"neighborhood": "Fanny"
},
"type_id": 45,
"seller_id": "abc-embu",
"seller_info": "abc-embu não cadastrado",
"return_to_seller": false
},
"locker_reference": null,
"store_expire_date": null,
"skip_process_step": 0,
"freight_by_customer": false,
"tracking_error": null,
"origin": "customer",
"created_by": null,
"created_at": "2021-11-12 14:43:17",
"updated_at": "2021-11-12 14:43:31",
"deleted_at": null,
"status_id": 35,
"type": "reverse",
"products": [
{
"id": 28,
"reverse_id": 29,
"motive_id": null,
"reason": {
"id": 561,
"ecommerce_id": 45,
"description": "Tamanho diferente do esperado",
"reason_category_id": null,
"action": "EXG",
"should_approve": false,
"upload_image": "none",
"show_product_grid": false,
"ord": null,
"created_at": "2021-11-12 14:30:47",
"updated_at": "2021-11-12 14:30:47",
"deleted_at": null
},
"ecommerce_order_product_id": 42,
"refund_id": 28,
"qty": 1,
"requested_qty": 1,
"received_qty": null,
"product_received_comment": null,
"comments": null,
"reverse_action": "trocar",
"customer_retention_method_id": null,
"protocol": "tr_29",
"images": [],
"refund_product_requests": [],
"is_included_by_admin": null,
"fraud": null,
"situation": null,
"product_id": "5f42dbb6e28e6b0035a9c16f",
"hash": "f61e22119a01a0d509ccaf0bd17f8a1a",
"name": "Tênis Infantil",
"sku": "166784734117",
"price": "129.99",
"selling_price": "129.99",
"weight": null,
"order_id": 29,
"original_images": [],
"returned_invoice": null,
"returned_invoice_url": null,
"transference_invoice": null,
"invoice": null,
"options": {
"ean": null,
"width": null,
"height": null,
"images": [],
"length": null,
"ref_id": null,
"alternative_sku": null
}
}
],
"tracking": {
"id": 11,
"reverse_id": 29,
"courier_contract_id": 1,
"authorization_code": "1921410934",
"tracking_code": "OD805620473BR",
"shipping_amount": "0.00",
"package_amount": "129.99",
"courier_name": null,
"tracking_url": null,
"expire_date": "2021-11-19 03:00:00",
"status": null,
"message": null,
"status_updated_at": null,
"is_change_collect_to_post": null,
"type": "A",
"cte": null,
"delivery_deadline": null,
"updated_at": "2021-11-12 14:43:31",
"deleted_at": null
},
"status": {
"id": 35,
"service_code": "reverses",
"name": "awaiting",
"description": "aguardando"
},
"status_histories": [
{
"id": 127,
"reverse_id": 29,
"status_id": 35,
"user_id": null,
"customer_id": null,
"date": "2021-11-12 14:43:31",
"comments": null,
"status": {
"id": 35,
"service_code": "reverses",
"name": "awaiting",
"description": "aguardando"
},
"user": null
},
{
"id": 126,
"reverse_id": 29,
"status_id": 34,
"user_id": null,
"customer_id": null,
"date": "2021-11-12 14:43:17",
"comments": null,
"status": {
"id": 34,
"service_code": "reverses",
"name": "processing",
"description": "processando"
},
"user": null
},
{
"id": 125,
"reverse_id": 29,
"status_id": 33,
"user_id": null,
"customer_id": null,
"date": "2021-11-12 14:43:17",
"comments": null,
"status": {
"id": 33,
"service_code": "reverses",
"name": "approved",
"description": "aprovado"
},
"user": null
},
{
"id": 124,
"reverse_id": 29,
"status_id": 30,
"user_id": null,
"customer_id": 29,
"date": "2021-11-12 14:43:17",
"comments": null,
"status": {
"id": 30,
"service_code": "reverses",
"name": "pending",
"description": "pendente"
},
"user": null
},
{
"id": 123,
"reverse_id": 29,
"status_id": 15,
"user_id": null,
"customer_id": null,
"date": "2021-11-12 14:43:17",
"comments": null,
"status": {
"id": 15,
"service_code": null,
"name": "created",
"description": "criado"
},
"user": null
}
],
"refunds": [
{
"id": 28,
"reverse_id": 29,
"order_id": "6992302",
"type": "exchange",
"action": "voucher",
"requested_amount": 129.99,
"bonus_amount": 0,
"bonus_amount_percent": 0,
"requested_total_amount": 129.99,
"total_amount": 129.99,
"created_at": "2021-11-12 14:43:17",
"updated_at": "2021-11-12 14:43:17",
"refund_attachment": null,
"customer": {
"id": 29,
"first_name": "Milena",
"last_name": "Alves Cardoso"
},
"status": {
"id": 40,
"name": "refund_requested",
"description": "solicitado"
}
}
],
"ecommerce_order": {
"id": 29,
"order_id": "6992302",
"invoice_number": "6992302",
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