Order Returns, Refunds, and Cancelations

Partners decide how to handle returns and replacements of Brand products. The majority of Catalog's brands choose to handle returns under our recommended model - Option 1 below. However, we do support alternative models and suggest working with your Partners on the best model.

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Option 1: Partner handles customer service, Brand executes return

Our primary model allows Partners 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 Partner's customer service teams then handle the communication with the customer, and directly communicate with the Brand to execute the return. The Brand will generate the returns label, process the return, and receive 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 requests 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 Return label is addressed to Brand Brand receives, process, and keeps returned inventory
Brand processes refund to Partner & customer	After inventory receipt, Brand initiates refund to Partner in Shopify Refund flows to customer

Option 2: Brand handles customer service & executes return

Partners 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 Partner. Customers interface exclusively with the Brand.

Step	Detail
Customer reaches out to Brand for return request	Customers is directed to Brand for returns or replacement requests Return process should be clearly outlined or linked on the PDP
Brand provides customer support & processes return.	Brand communicates with customer and generates return shipping label Return label is addressed to Brand; Brand receives, process, and keeps
Brand processes refund	After inventory receipt, Brand initiates refund to Partner in Shopify Refund flows to customer.

Option 3: Partner handles customer service & 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. In order to receive reimbursement from the Brand, Partners will need to work directly with Brands to coordinate inventory disposition & 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 & processes return.	Partner generates return shipping label Partner label is addressed to Partner Partner receives, processes, and keeps returned inventory
Partner processes refund to customer.	Partner initiates refund to customer Partner retains inventory unless alternate returns agreement exists with Brand
If applicable, Partner negotiates refund with Brand.	Partner coordinates directly with Brand for inventory return & refund