Cancelling Zelph orders

As a Retailer on Zelph, you have the flexibility to determine how to handle cancellations of Supplier products. Our recommended approach is outlined below, but we support alternative models and suggest collaborating with your Suppliers to establish the best fit for both parties.

Retailer Manages Customer Service; Supplier Executes Cancellation

This model allows Retailers to provide a seamless experience for customers while avoiding the operational requirements of executing the cancellation. Customers follow the same process as they would for first-party products, initiating cancellations via email, customer support, or a self-service portal. The Retailer's customer service team handles communication with the customer and directly coordinates with the Supplier to cancel the order.

Process:

1. Customer Requests Cancellation: The customer contacts the Retailer to request an order cancellation.
2. Retailer Contacts Supplier: The Retailer navigates to the Inbox tab in the Zelph app, selects the appropriate Supplier partner, and sends a cancellation request.
3. Supplier Cancels Order: The Supplier processes the cancellation in their system.
4. Refund Issued to Customer: Once the cancellation is confirmed, a refund is initiated to the customer.