How returns work on Zelph

As a Retailer on Zelph, you have the flexibility to determine how returns and replacements of Supplier products are managed. While our recommended approach is outlined in Option 1, we support alternative models and encourage collaboration with your Suppliers to establish the most suitable process.

Option 1: Retailer Manages Customer Service; Supplier Executes Return

This model enables Retailers to offer a seamless customer experience without the operational burden of handling returns. Customers follow the same procedure as they would for first-party products, initiating returns via email, customer support, or a self-service portal. The Retailer's customer service team communicates with the customer and coordinates directly with the Supplier to process the return. The Supplier generates the return label, manages the return process, and receives the returned inventory.

Step	Detail
Customer reaches out to Retailer for return request	Customer is directed to Retailer for returns or replacement requests
Retailer forwards requests to Supplier's customer service team	Retailer reaches out to Supplier via email or Slack with customer order details
Supplier processes return	Supplier generates return shipping label Return label is addressed to supplier Supplier receives, process, and keeps returned inventory
Supplier processes refund to Retailer & customer	After inventory receipt, supplier initiates refund to Retailer in Shopify Refund flows to customer

Option 2: Supplier Manages Customer Service and Executes Return

Retailers may opt for this model if they lack the capacity or product expertise to handle customer service inquiries. In this scenario, customers interact exclusively with the Supplier, and the return process should be clearly outlined by the Retailer.

Step	Detail
Customer reaches out to Supplier for return request	Customers is directed to supplier for returns or replacement requests Return process should be clearly outlined or linked on the PDP
Supplier provides customer support & processes return.	Supplier communicates with customer and generates return shipping label Return label is addressed to supplier; supplier receives, process, and keeps
Supplier processes refund	After inventory receipt, supplier initiates refund to Retailer in Shopify Refund flows to customer.

Option 3: Retailer Manages Customer Service and Executes Return

Retailers seeking complete control over the customer experience or frequently handling refund-only scenarios may prefer this model. Customers interact solely with the Retailer. To receive reimbursement from the Supplier, Retailers must coordinate directly with Suppliers regarding inventory disposition and refunds.

Step	Detail
Customer reaches out to Retailer for return request	Customer is directed to Retailer for returns or replacement requests
Retailer provides customer support & processes return.	Retailer generates return shipping label Return label is addressed to Retailer Retailer receives, processes, and keeps returned inventory
Retailer processes refund to customer.	Retailer initiates refund to customer Retailer retains inventory unless alternate returns agreement exists with supplier
If applicable, Retailer negotiates refund with Supplier.	Retailer coordinates directly with supplier for inventory return & refund