Using ReturnZap with Shopify Collective

ReturnZap supports returns for orders sold through Shopify Collective. Returns for Collective items are routed back to the correct supplier automatically, while your own products continue returning to your warehouse - all through the same branded returns portal your customers already use.

This article walks through the one-time setup.

How it works

When you sell through Shopify Collective, items from a supplier need to be returned to that supplier's warehouse, not to you. ReturnZap handles this with alternate locations and routing rules: you add each supplier's return address as a location, then create a rule that sends that supplier's products to it. When a customer creates a return, ReturnZap generates a return label addressed to the correct supplier, and Shopify syncs the return to the supplier's store behind the scenes.

If an order contains items headed to different destinations, ReturnZap keeps each return to a single destination so every return has exactly one label. Customers returning items bound for more than one place simply complete one return and then start another for the remaining items - the portal guides them through this automatically.

Step 1: Set your Shopify Collective returns policy

In your Shopify admin, open your Shopify Collective retailer settings and edit your returns policy:

Set return processing to Retailer provides return label, and customer returns items to supplier.
Set supplier refunds to Collective takes no action. You will issue customer refunds through ReturnZap, as you do for your other returns.
Make sure the return window in your Collective policy matches your return window in ReturnZap, so customers are never offered a return that the supplier won't accept.

These are the same settings Shopify recommends for any third-party returns app.

Step 2: Add each supplier as a return location

In ReturnZap, go to ReturnZap Settings > Shipping > Alternate Locations and add an alternate location for each Collective supplier, using the return address your supplier provides.

Give each location a name you'll recognize, such as the supplier's brand name.

You can use this button to sync your existing locations from Shopify, to avoid the need to add locations manually.

Step 3: Create a routing rule for each supplier

Go to ReturnZap Settings > Rules and create one rule per supplier:

Condition: Product vendor is [supplier's vendor name]. You can also use a product tag or collection if that fits your catalog better. Shopify tags every Collective order with "Shopify Collective" and the supplier's name, so order tags work as a condition too.
Action: Ship to warehouse, selecting the supplier's location from Step 2.

From this point, returns containing that supplier's products generate labels addressed to the supplier's warehouse.

Optional: adjust policies for Collective items

Rules can do more than routing, and a couple of adjustments are common for Collective setups:

Restrict exchanges. Shopify Collective doesn't support exchanges between stores, so we recommend a rule that prevents exchanges for your suppliers' products and offers refund or store credit instead.
Different policies per supplier. If a supplier's return terms differ from yours (a shorter window, a restocking fee), a rule scoped to that supplier's vendor name can apply those terms to just their products.

What happens after the customer ships

The customer's return tracking works as normal in ReturnZap. When the package arrives, your supplier processes the return on their side, and Shopify Collective records the restock against the return on your order.

You then issue the customer's refund through ReturnZap the same way you do today: manually from the return page, or automatically using workflow automations (for example, refund when the return is delivered).

Mixed orders

Orders that contain both your products and Collective products are fully supported. Each return goes to one destination, so a customer returning items from both simply makes two quick submissions in the portal. Your items follow your normal policies and return to your address; Collective items follow their routing rules.

Questions?

If you'd like help setting up your supplier locations and rules, contact us - we're happy to walk through your Collective configuration on a call.