Storefronts decide how to handle canceled orders for Supplier products! We recommend the model below, but we do support alternative models and suggest working with your Supplier on the best fit for both brands.
Storefront handles customer service, Supplier executes cancelation
Our suggested model allows Storefronts to provide a seamless experience for customers, while avoiding the operational requirements of executing the cancelation. 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 Storefront’s customer service teams then handle the communication with the customer, and directly communicate with the Supplier via the Inbox tab to cancel the order.
- Customer reaches out to Storefront for order cancelation
- Storefront requests cancellation from Supplier by navigating to Inbox > Select the correct Supplier partner > Send a message
- Supplier cancels order in their backend
- Refund is initiated to the customer