Canceling Catalog orders
Partners decide how to handle canceled orders for Brand products. We recommend the model below, but we support alternative models and suggest working with your Brand on the best fit for both brands.
Partner handles customer service, Brand executes cancellationDirect link to Partner handles customer service, Brand executes cancellation
This model allows Partners to provide a seamless experience for customers while avoiding the operational requirements of executing the cancellation. The customer follows the same process as they would for first-party products, whether that is initiated via email, customer support, or self-service portal. The Partner's customer service team handles communication with the customer and directly communicates with the Brand via the Inbox to cancel the order.
- Customer reaches out to Partner for order cancellation.
- Partner requests cancellation from Brand by navigating to Inbox > selecting New message or opening an existing conversation with the Brand > composing and sending the cancellation request.
- Brand cancels order in their backend.
- Refund is initiated to the customer.