Order Returns, Refunds, and Cancelations

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.

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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	Customer is directed to Retailer for returns or replacement requests
Retailer forwards requests to Supplier's customer service team	Retailer reaches out to Supplier via email or Slack with customer order details
Supplier processes return	Supplier generates return shipping label Return label is addressed to supplier Supplier receives, process, and keeps returned inventory
Supplier processes refund to Retailer & customer	After inventory receipt, supplier initiates refund to Retailer in Shopify Refund flows to 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	Customers is directed to supplier for returns or replacement requests Return process should be clearly outlined or linked on the PDP
Supplier provides customer support & processes return.	Supplier communicates with customer and generates return shipping label Return label is addressed to supplier; supplier receives, process, and keeps
Supplier processes refund	After inventory receipt, supplier initiates refund to Retailer in Shopify Refund flows to customer.

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	Customer is directed to Retailer for returns or replacement requests
Retailer provides customer support & processes return.	Retailer generates return shipping label Return label is addressed to Retailer Retailer receives, processes, and keeps returned inventory
Retailer processes refund to customer.	Retailer initiates refund to customer Retailer retains inventory unless alternate returns agreement exists with supplier
If applicable, Retailer negotiates refund with Supplier.	Retailer coordinates directly with supplier for inventory return & refund