How Returns & Refunds Work for Suppliers on Zelph

Zelph handles product syncing, order routing, and fulfilment automation — but returns and refunds are a commercial matter between you (the supplier) and the retailer.

This guide explains how returns are handled when a retailer refunds a customer for one of your products, and what Zelph does (and doesn’t) do in that scenario.

📦 You’ve Fulfilled the Order — What Happens Next?

Once you’ve fulfilled an order through Zelph (either in your Shopify or via Zelph directly), your responsibility for that order is considered complete from Zelph’s perspective.

If a retailer later chooses to refund the customer, that refund:

• Is initiated and processed by the retailer
• Does not affect the order status in your Shopify store
• Does not obligate you to refund the retailer or accept a return — unless you agree to it

🔄 Will Zelph Update the Order in Shopify?

No — Zelph will not update the order in your Shopify store if the retailer refunds the customer.

Why?

• You've already shipped the product and incurred the cost
• Automatically marking your order as refunded would leave you out of pocket
• Zelph is built to protect supplier fulfilment integrity

✅ This gives you full control over when and how refunds are reflected in your own systems.

🤝 What If the Retailer Sends Back the Item?

If you and the retailer agree to accept a return:

1. The retailer ships the product back to you

   Once received, you can:

   • Go into your Shopify order

     Manually mark the item as:

     • Returned
     • Refunded (if applicable)

This part is entirely your decision based on your terms and the agreement with the retailer.

🛑 What Zelph Doesn’t Handle

Zelph does not:

• Sync refunds or returns initiated by retailers back to your Shopify
• Handle or enforce return policies
• Process payments or refunds between you and the retailer
• Re-stock returned items into inventory

✅ Summary

💬 Best Practice: Communicate With the Retailer

If a retailer wants to return or refund a product you fulfilled, they should reach out to you directly.

You can then decide whether to accept the return, restock the item, or offer a partial refund — entirely on your terms.