Occasionally, customers may reach out to complain about the cost of shipping and expect to pay less for shipping due to special circumstances.
This article will go over options you have to reduce the cost of shipping for the customer on an individual basis. In this way, the retailer can absorb some or all of the cost of the shipping label on behalf of the customer. The workflow described below allows you to keep your shipping settings as they are and address individual customers as needed.
This article instructs on how to compensate customers for return shipping costs.
In the ReturnLogic settings, retailers decide how shipping costs will be associated with an RMA (by return reason or by return type) and that association is applied automatically when an RMA is created or authorized, depending on your settings. As soon as the RMA is created or authorized, the corresponding type of shipping label is generated.
Let's say a customer being charged for the full cost of the shipping label feels that the return shipping should be waived or reduced. Whenever you like, you decide to accommodate a customer with a 100% or partial reimbursement of a shipping cost.
Options for reimbursing shipping label costs
There are two ways you can reduce the shipping cost for the customer after the label has already been generated.
1. ReturnLogic RMA Page
Scroll down to the financial part of the RMA page and zero out the balance in the shipping line.
2. Shopify Invoice:
For exchange and warranty returns where customers have already been charged for shipping costs, you can zero out the cost in Shopify. This is the best workflow to use if you have already processed the RMA and can no longer make changes with the RMA page in ReturnLogic.
There are two options for how you'd like to enter the discount type: Amount and Percentage. If you want to refund the exact cost of the shipping label, select the amount and enter the cost amount. You can type whatever you like as the reason, please be aware it will populate on the customer's Shopify invoice and should be easily understandable. Select which you'd prefer and click Done.
After saving the discount, you should see the new total reflected on the invoice. Next either click on the Collect Payment button or send the Invoice to the customer.
To learn more about Shopify emails or invoices, please reach out to Shopify support or check out the Shopify Help Center.
Have questions? We're here to help! Email us at firstname.lastname@example.org or use the live chat inside the platform with any questions. Enjoy!