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 workDirect link to How returns work
Step 1: Partner initiates a returnDirect link to 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 BrandDirect link to 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 itemDirect link to 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 returnDirect link to 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 refundsDirect link to 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 returnsDirect link to Notifications for new returns
Brands are notified promptly via email and through Catalog's in-app messaging whenever a new return request is created.