This guide provides clarity on the returns process between Partners and Brands using Catalog, outlining the steps involved, system integrations, and refund mechanisms. This returns flow may differ for some partners, Catalog recommends working directly with your Partner to establish the best returns flow for your customers.
How Returns Work
Step 1: Partner Initiates a Return
- The return process begins when a Partner initiates a return request for a product.
Step 2: Catalog Notifies the Brand
- Catalog immediately informs the Brand with all necessary details, including the order number, SKU (product identifier), and the return tracking number.
- If the Brand uses Shopify, Catalog automatically creates the return within the Brand's Shopify admin portal.
Step 3: Brand Receives the Returned Item
- Once the Brand receives the returned item, they will review and evaluate its condition.
Step 4: Brand Approves or Rejects the Return
- After evaluation, the Brand will decide whether to approve or reject the return based on their assessment.
Step 5: Processing Refunds
- If the return is approved, the Brand will execute the refund.
- Catalog will then disperse the refunded funds back to both the Partner and the customer accordingly.
Notifications for New Returns
- Brands are notified promptly via email and through Catalog's in-app messaging whenever a new return request is created.