With Canal, Storefronts decide how to handle returns & replacements of Canal-powered third party product. The majority of Canal’s in-network brands choose to handle returns under our recommended model: interfacing directly with the customer, while letting the Supplier handle the execution of the return. However, we do support alternative models.


Option 1: Storefront handles customer service, Supplier executes return

Our primary model allows Storefronts to provide a seamless experience for customers, while avoiding the operational requirements of executing the return. 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 to execute the return. The Supplier will generate the returns label, process the return, and receive the returned inventory.

Step

Detail

Customer reaches out to Storefront for return request

  • Customer is directed to storefront for returns or replacement requests

Storefront forwards requests to Supplier's customer service team

  • Storefront reaches out to Supplier via email or Slack with customer order details

Supplier processes return

  • Supplier generates return shipping label

  • Return label is addressed to supplier

  • Supplier receives, process, and keeps returned inventory

Supplier processes refund to Storefront & customer

  • After inventory receipt, supplier initiates refund to storefront in Shopify

  • Refund flows to customer


Option 2: Supplier handles customer service & executes return

Storefronts may choose this model if they do not have the bandwidth or product expertise to field customer service requests. Return process should be clearly outlined by Storefront. Customers interface exclusively with the Supplier.

Step

Detail

Customer reaches out to Supplier for return request

  • Customers is directed to supplier for returns or replacement requests

  • Return process should be clearly outlined or linked on the PDP

Supplier provides customer support & processes return.

  • Supplier communicates with customer and generates return shipping label

  • Return label is addressed to supplier; supplier receives, process, and keeps

Supplier processes refund

  • After inventory receipt, supplier initiates refund to storefront in Shopify

  • Refund flows to customer.


Option 3: Storefront handles customer service & executes return

Storefronts may choose this model if they want complete control over the customer experience, or frequently deal with refund-only scenarios. Customers interface exclusively with the Storefront. In order to receive reimbursement from the Supplier, Storefronts will need to work directly with Suppliers to coordinate inventory disposition & refund.

Step

Detail

Customer reaches out to Storefront for return request

  • Customer is directed to storefront for returns or replacement requests

Storefront provides customer support & processes return.

  • Storefront generates return shipping label

  • Return label is addressed to storefront

  • Storefront receives, processes, and keeps returned inventory

Storefront processes refund to customer.

  • Storefront initiates refund to customer

  • Storefront retains inventory unless alternate returns agreement exists with supplier

If applicable, Storefront negotiates refund with Supplier.

  • Storefront coordinates directly with supplier for inventory return & refund

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