Returns are a fact of life when you drop ship on behalf of a retailer. The main considerations are: how to communicate with your trading partner, how to deal with inventory coming back and what to do about payment. This guide walks through each of those areas and discusses best practice.
Returns are initiated in most cases by the consumer. When this happens, they will get in touch with the retailer they bought the product from, your trading partner. They may be returning other items from other suppliers at the same time or not, the key thing is whether one of your products is being returned.
Once this is established, the retailer needs to refund the consumer according to their policy, you need to refund the retailer (this can be done in your gateway account ie. Stripe) and you need to receive the products back at your address, where they were originally shipped from.
If you want to refund the payment for the order to the retailer, or if you are the retailer and you want to initiate a refund with a supplier, you can do so by going to the order in the Convictional admin, and click “Refund Order”. This will reverse the original charge issued to the retailer’s payment method in the supplier’s gateway, for the same amount of money. If you want to do something more complex, use the gateway directly.
A typical return policy for a drop ship supplier might be:
How you handle returns is ultimately up to you as a business. Convictional generally helps by sharing updated inventory with your partners when it happens and you bring it back into stock. The payment side goes through your gateway, and the communication with the customer is handled typically by the retailer.
It is a good idea when establishing drop shipping relationships to share your returns policy with each trading partner. This can be part of your onboarding process, when you set pricing and get connected.