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