If you're running a marketplace business, below are a series of best practices we recommend for optimizing for success!
General best practices
Clearly state return instructions & policies on central landing pages and on product pages.
When applicable, provide links to Supplier’s return policies in PDPs.
Select the option within Canal to pass customer emails to the Supplier - this ensures transactional emails related to the order, such as order confirmation, shipment, delivery, and refund (if applicable) are sent from the Supplier.
If you're on Shopify, leverage Shopify product options to identify where and when products ship.
Create a customer support email or a general email alias to field questions from customers.
Create a Marketplace FAQ on your website to address questions on returns, refunds, and order fulfillment for your customers.
For recommended FAQs to include on your site, use this template.
When establishing your storefront, we recommend mapping out several key areas to ensure a positive and seamless customer experience. These include:
Customer Inquiries: Establish a dedicated path for customers to submit inquiries.
Return Policy: Establish a return policy for your products, including product eligibility and time period.
Refund-Only Scenarios: Identify scenarios that qualify for “return-less refunds” based on product type, such as beauty or food, or scenario, such as product damage.
Return Shipping Costs: Decide whether customer pays for return shipping.
Inventory Disposition: Determine whether you want to receive returned inventory or send back to suppliers.