---
schema_version: "1"
id: 63a5d14d6c063f2837533227ad9bec948a288aca995758bb23b2d7cff5e92f58
title: Return Insights Overview
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_return_insights.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_return_insights.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c8b73109b108d589091d1e7074615281482405f62b70f46809999ed747940df9
description: Use Einstein to identify products with high return rates and analyze the reasons that customers are retuning them.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# Return Insights Overview

Use Einstein to identify products with high return rates and analyze the reasons that customers are retuning them.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=commerce.om_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Lower your return rates by using Return Insights to identify and analyze customer feedback on frequently returned products. Select up to 20 products, and send them to Einstein. Einstein uses multiple streams of feedback to gather and sort return data. Increase profitability and reduce return rates by making changes, such as improving product descriptions or revisiting sizing metrics, based on the return analysis. To use Return Insights, [enable Einstein](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) in Setup.

By default, Return Insights uses the return reason text field on Return Order to determine why the customer wasn’t satisfied with a product and why they returned it. However, Return Insights can use other streams of data, such as product reviews, to gather, analyze, and sort data. Analyzing multiple streams of data requires the [configuration of additional API hooks](https://developer.salesforce.com/docs/atlas.en-us.248.0.order_management_developer_guide_html.meta/order_management_developer_guide_html/order_management_product_expand_extension_return_insights.htm).

Return Insights requires Data 360, Einstein, and Order Management: Analytics, which is part of the Growth License. After you purchase, install, and enable the Einstein package, it’s available to all Order Management permission set licenses except for Store Associate.

To use Return Insights, a user selects up to 20 products and asks Einstein why those products were returned. Einstein makes its call after the user selects a list of return products for analysis. Because Einstein is analyzing data, there’s no opportunity to regenerate the output. Einstein credits are spent depending on the results returned by Einstein. Data 360 credits are spent based on the number or order summaries and return orders analyzed by Data 360. There’s no ceiling in the data that comes back.

#### See Also

- [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US)
- [Einstein Generative AI and Trust](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_overview.htm&type=5&language=en_US)
- [Enable Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US)
- [Expand Extension for Return Insights](https://developer.salesforce.com/docs/atlas.en-us.order_management_developer_guide_html.meta/order_management_developer_guide_html/order_management_product_expand_extension_return_insights.htm)
- [Return Insights Setup](https://help.salesforce.com/s/articleView?id=commerce.om_return_insights_setup.htm&release=264.0.0&type=5 "You can complete most of the initial Einstein configuration using the Data 360 Setup Guide.")