Some companies chose to offer free returns, but not every company wants to do this because it reduces the margins. Because a lot of our customers told us that their biggest wish regarding returns was to charge the end consumer for the return. Therefore we developed a feature to do this.

How does this work?

- Go to Settings -> Returns
- Enable the following checkbox if you want to inform your customer about the cost of the return.
- Fill in a fixed amount (like € 5) or zero.

After selecting this option, the end consumer will see the following information in the return portal on the confirmation step.
When you fill in a fixed amount like € 5, the message will show that costs instead of "free".

So, now your customer is informed that there will be (no) costs deducted, but you still need to do the refund. Therefore we have listed the needed information in the panel when you open a return.

According to European laws, it is mandatory to refund shipping costs you charged for the original shipment. Therefore, we use your shipping costs to give a refund indication, however, this might differ from the shipping costs you charge your customer.

Example 1) Full refund

You sell 2 t-shirts to a customer of € 20 each with shipping costs of € 5. Your fixed return fee is € 5. The customer returns both t-shirts.

Items value: € 40
Shipping costs: + € 5
Return costs: - € 5
--------------------------------
Total refund: € 40

Example 2) Partial refund
You sell 2 t-shirts to a customer of € 20 each with shipping costs of € 5. Your fixed return fee is € 5. The customer returns one t-shirt of the two he ordered.

Items value: € 40
Shipping costs: doesn't apply*
Return costs: - € 5
--------------------------------
Total refund: € 35

*In case of a partial refund shipping costs from the original shipment do not have the be refunded. Please always make sure that you check the laws applicable in the regions where you ship too. This might differ.

Example 3) Free shipping
You sell 2 t-shirts to a customer of € 20 each and you offer free shipping above € 30. Your fixed return fee is € 5. The customer returns one t-shirt of the two he ordered.

Items value: € 40
Shipping costs: € 0
Return costs: - € 5
--------------------------------
Total refund: € 35

You can refund this amount like you normally do and then mark this return as refunded in SendCloud.

For more information, you can read the: European legislation about returns