Processing a Refund:

The retailer or the supplier can trigger a refund of the wholesale amount by clicking "Refund" in their Shopify admin.

If the supplier triggers the refund, it will refund the amount charged to the retailer's credit card (wholesale cost) and will refund the customer automatically.

If the retailer triggers the refund, it will refund the amount charged to the retailer's credit card (wholesale cost) and will refund the customer automatically.

Customers are not refunded for shipping automatically, but the retailer still has the option to refund shipping if they choose. Taxes will be refunded automatically.

NOTE: The retailer will not be refunded for Carro's 5%.

Support Communication:

We recommend that the supplier handles all customer service questions pertaining to their products. When a retailer receives a request, they should pass the request along to the supplier's customer service team.

To streamline this process, we recommend that you provide your customer service team with a list of the products that are sold by partners on your store and the partner's contact info. This will assist them in directing customers when anyone calls or emails with a question. When replying to a customer service email, you can also CC the supplier's customer service team in the reply, and let the customer know that they'll handle the request from here.

We also recommend that retailers add additional information to the product page to help inform the customer. Here are a couple of examples: https://super73.com/products/helmet-combo-pack-by-shredlights https://super73.com/products/thousand-heritage-helmet-by-thousand

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