Updating Return Fees in Your Return Policy

Overview

You can charge return-related fees as part of your return policy to recover operational costs and set clear customer expectations. In the admin dashboard, you update fees at the policy rule level (per return scenario).

The following video describes updating return fees in your return policy:

Objectives

By the end of this guide, you will be able to:

Update return-related fees in a policy rule.
Verify that fees appear correctly for customers in the Return Portal and on the RMA in the admin dashboard.

Prerequisites

Access to the Admin Dashboard with permission to edit Settings (admin-level access is typically required).
An existing return policy with at least one policy rule.

Getting Started: Understanding Supported Fee Types and Limitations

This section provides basic information about supported fee types and limitations.

You should review which fee types you can apply:

Restocking Fee: free, or charged as:
- Fixed amount
- Percentage of the item’s catalog price
- Percentage of the item’s paid price
Return Shipping Label Fee: Free, or charged as:
- Fixed amount
- Label not provided
Return Fee: Free, or charged as:
- Fixed amount
- Percentage of items’ paid price

Updating Return Fees in a Specific Policy Rule

Use this when you want different fees by scenario (for example, “changed my mind” vs “damaged item”).

To update return fees in a specific policy rule

Navigate to Settings > Return Policy.
Open the policy rule you want to update by clicking EXPAND ALL and selecting the rule).
Open the Additional Payments section.
In the Fees dropdown, select the option that matches your intent:
- Do not charge additional fees for this policy rule
- Charge additional fees for this policy rule
- Waive all fees in the RMA (see the Waive all fees section below)
If you selected Charge additional fees for this policy rule, update the fee settings you want:
- Restocking Fee: Select Free, or under Charge Fee select:
  - Fixed Amount
  - Percentage of the item’s catalog price
  - Percentage of the item’s paid price
- Return Fee: Select Free, or under Charge Fee select:
  - Fixed Amount
  - Percentage of items’ paid price
- Return Shipping Label Fee: Select:
  - Free
  - Fixed amount
  - Label not provided
Click the save icon in the top right corner.

Waiving All Fees for an RMA

Waiving all fees for an RMA is done using a policy rule. Use this when you want a specific scenario to override all fee charges.

To waive all fees for an RMA

Navigate to Settings > Return Policy.
Select the policy rule you want to edit.
Open the Additional Payments section.
In the Fees dropdown, select Waive All Fees.
Under Display, select how the Return Portal displays that all fees are waived.
Click the save icon in the top right corner.

Verifying the Configuration Works

This section describes how to verify that your configurations work.

Verifying in the New Return Portal

Verifying in the New Return Portal refers to verifying that the configuration works in Customer view.

To verify that the configuration works in the New Return Portal

Submit a test return that qualifies for the policy rule you updated.
Review the fee breakdown shown to the customer during resolution selection and/or the summary steps.

Verifying on the RMA in the Admin Dashboard

Verifying on the RMA in the Admin Dashboard refers to verifying that the configuration works in Global-e’s platform.

To verify on the RMA in the Admin Dashboard

Go to Manage Returns.
Open the relevant RMA.
Review the Order Summary for applied fees.

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