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Reply to a restocking fee question

Fees upset customers most when they are a surprise. Explain them early and simply.

Last reviewed

Acknowledge the concern

Say you understand the question.

Explain what the fee covers

Describe handling and inspection costs honestly.

State the amount

Give the percentage or flat figure and when it applies.

Say when it is waived

List cases like faults or wrong items.

Show the policy

Link the page where the fee is written.

Offer an alternative

Suggest an exchange if that avoids the fee.

Questions

Should we charge restocking fees?

It is your choice. Say so clearly before purchase.

When should the fee be waived?

For faults, errors and shipping damage.

Can the AI answer these?

It shares the fee policy. A person decides waivers.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.