Fulfilling Shopify Collective orders and managing returns

After you connect with a retailer and share a price list with them, a retailer can start selling your products on their Shopify store.

When a retailer makes a sale that contains your products, you receive an order in your Shopify admin. You can filter Shopify Collective orders on the Orders page in your Shopify admin, and then fulfill the order by shipping it directly to the customer. The retailer's name is indicated in the order details page, so you know which retailer the order is coming from.

After you fulfill a Shopify Collective order, the order is marked as Fulfilled in both your and your retailer's stores.

Filter Shopify Collective orders

From your Shopify admin, go to Orders.
Click Search and filter icon.
Click Add filter, and then select Channel
Select Shopify Collective.
Click Save as.
Name your order filter, and then click Save.

Fulfilling Shopify Collective orders

You can fulfill Shopify Collective orders the same way as you fulfill your other orders in your Shopify admin. For more information, refer to Fulfilling your own orders. To keep a good business relationship and set correct expectations for your retailers, consider providing them with an estimated order processing time, such as 2 business days.

When you fulfill a Shopify Collective order, the shipping confirmation notification email is sent from the retailer's store instead of your store.

You can't edit or refund Shopify Collective orders. You need to cancel the order and ask the retailer to place a new order.

Managing returns for Shopify Collective orders

Retailers can create policies to set rules for how they want to manage returns, return fees, return declines, and refunds.

You can view a retailer's returns policy on your connection details page with each retailer that you work with. The rules of a returns policy define how the returns process works for Shopify Collective orders with each retailer.

Review the following examples of automations that happen with retailer returns policies in Shopify Collective:

Returns are automatically created in your Shopify admin.
Return labels and return reasons are synced to your Shopify admin.
When you close a return, this syncs to the retailer's store.

Refunding Shopify Collective orders

You need to agree with your retailer how you handle refunds for Shopify Collective orders:

When both you and your retailer have activated automatic payments on Collective, the refund is automatically transferred to the retailer after you initiate the refund request.
If you or your retailer haven't activated automatic payments, then you need to send the funds to your retailer and inform them about it.

You can refund Shopify Collective orders the same way as you refund your other orders in your Shopify admin. For more information, refer to creating returns and refunds.

Canceling Shopify Collective orders

A retailer can request to cancel a Shopify Collective order that's unfulfilled. After they request to cancel an order, you receive an email to review the order and cancel it. Also, a note will be added to the order.

You can cancel Shopify Collective orders the same way as you cancel your other orders in your Shopify admin. For more information, refer to Canceling, archiving and deleting orders.

When using automatic payments, Shopify Collective automatically cancels the order:

If payment was not collected when cancellation was requested, so the order state is still Payment pending.
If payment was collected when cancellation was requested but you did not fulfill the order within 14 days.

When you cancel an order, the order status changes to Request declined in the retailer's store and displays the cancelation reason selected. After that, a retailer needs to cancel the order in their store to issue a refund to the customer.