Retailers decide how to handle returns and replacements of Supplier products. The majority of Canal’s brands choose to handle returns under our recommended model - Option 1 below. However, we do support alternative models and suggest working with your Retailer on the best model.
Option 1: Retailer handles customer service, Supplier executes return
Our primary model allows Retailers to provide a seamless experience for customers, while avoiding the operational requirements of executing the return. This means that the customer would follow the same process as they would for first-party products, whether that is initiated via email, customer support, or self-service portal. The Retailer's customer service teams then handle the communication with the customer, and directly communicate with the Supplier to execute the return. The Supplier will generate the returns label, process the return, and receive the returned inventory.
Step |
Detail |
Customer reaches out to Retailer for return request |
|
Retailer forwards requests to Supplier's customer service team |
|
Supplier processes return |
|
Supplier processes refund to Retailer & customer |
|
Option 2: Supplier handles customer service & executes return
Retailers may choose this model if they do not have the bandwidth or product expertise to field customer service requests. Return process should be clearly outlined by Retailer. Customers interface exclusively with the Supplier.
Step |
Detail |
Customer reaches out to Supplier for return request |
|
Supplier provides customer support & processes return. |
|
Supplier processes refund |
|
Option 3: Retailer handles customer service & executes return
Retailers 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 Retailer. In order to receive reimbursement from the Supplier, Retailers will need to work directly with Suppliers to coordinate inventory disposition & refund.
Step |
Detail |
Customer reaches out to Retailer for return request |
|
Retailer provides customer support & processes return. |
|
Retailer processes refund to customer. |
|
If applicable, Retailer negotiates refund with Supplier. |
|