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Editing or waiving fees and incentives

This article covers how to waive fees and incentives in the ReturnBear admin after return creation and approval. For information on how to waive fees for specific customers at the time of return creation, click here.

Overview of return case fees and incentives

When a return case is created, any fees and incentives are visible under the Return Summary section of a return case's detail page:

There are two types of adjustments that can be applied to a return case:

  • Fees: Fees charged to the customer (i.e. shipping fee, restocking fee, etc.) are displayed with their name, amount, and currency with parentheses to represent the passing of funds from the customer to you, the merchant
  • Incentives: Incentives provided to the customer (i.e. store credit bonus amounts) are displayed without parentheses to represent funds passing from you, the merchant, to the customer

The Consumer Fees & Incentives section of the Return Summary displays the total sum of all fees and/or incentives applied to a return case. The currency displayed in this section reflects the customer's order currency.

Editing or waiving fees and incentives on a return case

Note: Fees and Incentives cannot be edited if a payout has already been issued to the customer.

To modify the fees or incentives applied on a return case, click on the edit icon next to Consumer Fees & Incentives:

Once clicked, the Edit Fees & Incentives modal appears:

In the Edit Fees & Incentives modal, you can take the following actions:

  1. Edit the amounts for all fees and incentives
  2. Add a Reason for the adjustment made
    • This field is required
  3. Reset any adjustments made
  4. Cancel or Save adjustments
    • Clicking Save will automatically apply the changes made

Once the changes have been saved, the modal will close and the Consumer Fees & Incentives section will update accordingly.

When a fee or incentive is modified, the previous amount is shown with a strikethrough, and the updated value is displayed beneath it. The Total Refund field is also updated to reflect the new total according to any adjustments made to the fees and/or incentives.