Partners decide how to handle returns and replacements of Brand products. The majority of Catalog brands choose to handle returns under the recommended model (Option 1 below). However, Catalog supports alternative models, and we suggest working with your Partners to determine the best fit.
Option 1: Partner handles customer service, Brand executes return
This is the primary model and allows Partners to provide a seamless experience for customers while avoiding the operational requirements of executing the return. The customer follows the same process as they would for first-party products. The Partner's customer service team handles communication with the customer and coordinates directly with the Brand to execute the return. The Brand generates the return label, processes the return, and receives the returned inventory.
| Step | Detail |
|---|---|
| Customer reaches out to Partner for return request | Customer is directed to Partner for returns or replacement requests. |
| Partner forwards request to Brand's customer service team | Partner reaches out to Brand via email or Slack with customer order details. |
| Brand processes return | Brand generates return shipping label addressed to Brand. Brand receives, processes, and keeps returned inventory. |
| Brand processes refund to Partner and customer | After inventory receipt, Brand initiates refund to Partner in Shopify. Refund flows to customer. |
Option 2: Brand handles customer service and executes return
Partners may choose this model if they do not have the bandwidth or product expertise to field customer service requests. The return process should be clearly outlined by the Partner. Customers interface exclusively with the Brand.
| Step | Detail |
|---|---|
| Customer reaches out to Brand for return request | Customer is directed to Brand for returns or replacement requests. Return process should be clearly outlined or linked on the product detail page. |
| Brand provides customer support and processes return | Brand communicates with customer and generates return shipping label addressed to Brand. Brand receives, processes, and keeps returned inventory. |
| Brand processes refund | After inventory receipt, Brand initiates refund to Partner in Shopify. Refund flows to customer. |
Option 3: Partner handles customer service and executes return
Partners may choose this model if they want complete control over the customer experience or frequently deal with refund-only scenarios. Customers interface exclusively with the Partner. To receive reimbursement from the Brand, Partners need to work directly with Brands to coordinate inventory disposition and refund.
| Step | Detail |
|---|---|
| Customer reaches out to Partner for return request | Customer is directed to Partner for returns or replacement requests. |
| Partner provides customer support and processes return | Partner generates return shipping label addressed to Partner. Partner receives, processes, and keeps returned inventory. |
| Partner processes refund to customer | Partner initiates refund to customer. Partner retains inventory unless an alternate returns agreement exists with the Brand. |
| If applicable, Partner negotiates refund with Brand | Partner coordinates directly with Brand for inventory return and refund. |