What happens if the return product arrives incomplete, damaged or used? Can I charge a restocking fee?

A portion of each refund we issue to customers can be recovered for up to 7 days.This allows you time to inspect the condition of any returned product to make sure it meets the terms & conditions set forth in your respective return policy. You can recover a restocking fee by making a claim by providing a reason for the claim and uploading supporting photos. Restocking fee claims can be managed by API or directly on the merchant portal. 

If you’d like to manually manage this from the merchant portal, simply navigate to the ‘Refunds’ page and search for the transaction in question. On the right side of the transaction, you’ll see a column called ‘Actions’ with a three dot icon. Click that icon and select ‘Restocking fee’ from the drop down menu and follow the prompts.