When the refund amount is presented to a shopper it is before the products are received. We want to leave you, the merchant, with the option to impose deductions or fees when a product is not received in a condition that complies with your returns policy. (For that one time, when Sammy accidentally mailed you that sweet rockā€¦)

Additionally, a merchant may charge for shipping up front but opt to waive the fee in a particular case depending on the circumstances. (Oh no! We sent the rock out!)

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