How returns work on Catalog

This guide provides clarity on the returns process between Partners and Brands using Catalog. 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, 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 review and evaluate its condition.

Step 4: Brand approves or rejects the return

After evaluation, the Brand decides whether to approve or reject the return based on their assessment.

Step 5: Processing refunds

If the return is approved, the Brand executes the refund. Catalog then disperses 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.

You might also find these helpful

• Processing refunds
• Canceling Catalog orders