How returns work on Zelph

Retailers decide how to handle returns and replacements of Supplier products. The majority of Zelph's brands choose to handle returns under our recommended model - Option 1 below. However, we do support alternative models and suggest working with your Supplier on the best model along with a video below on how money movement works with option 1. 

Option 1: Retailer handles customer service, Supplier executes return

Our primary model allows Retailers 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 Retailer'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.

Option 2: Supplier handles customer service & executes return

Retailers 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 Retailer. Customers interface exclusively with the Supplier.

Option 3: Retailer handles customer service & executes return

Retailers 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 Retailer. In order to receive reimbursement from the Supplier, Retailers will need to work directly with Suppliers to coordinate inventory disposition & refund.