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