Kapsule manages all customer communication around returns, refunds, and fees. Vendors do not contact customers directly. Instead, vendors provide evidence and confirmation, and Kapsule communicates the outcome to the customer.

When Partial Refunds Are Allowed

Partial refunds may be issued in cases such as:

• The returned product is missing parts or accessories

• The item shows signs of use or wear not consistent with inspection

• Packaging is significantly damaged and reduces resale value

• The customer agrees to a partial refund as a resolution

Example: A blender is returned without its instruction manual. A reasonable deduction may be applied to the refund amount.

When Restocking Fees Apply

Restocking fees may be charged in limited situations:

• Change-of-mind returns, if clearly stated in your store policy

• Large, bulky, or customised items requiring extra processing

Conditions:

• Fees must be disclosed upfront in product listings or store policies

• Fees must be reasonable (e.g., 10–20% of the order value)

• Fees cannot be applied in vendor-fault cases (faulty, damaged, or not-as-described items)

Restocking fees are not allowed where the vendor is at fault. Applying them in such cases may result in penalties.

How Partial Refunds or Fees Are Applied

• Kapsule inspects the return details and requests vendor input if needed

• Vendor calculates a reasonable, proportionate deduction and provides supporting notes or photos

• Kapsule communicates the reason to the customer and finalises the refund through the platform

• Once approved, the refund is processed automatically and the RMA is closed

Always provide clear reasoning and supporting evidence for deductions. Documentation reduces disputes and protects your vendor account.

Best Practices

• Keep deductions modest (usually 10–20% depending on item type)

• Consider offering goodwill gestures where appropriate — buyers appreciate fairness

• Avoid overusing restocking fees, as they can deter repeat customers

• Maintain consistent processes and keep detailed records for every return

Offering store credit as an alternative to partial refunds can preserve goodwill and encourage repeat business.

FAQs

1. Can I charge a restocking fee for every return?
No. Restocking fees are only valid for change-of-mind or non-fault returns and must be disclosed upfront.

2. What if the customer disputes a partial refund?
Kapsule handles the communication and may mediate. Strong evidence (photos, policies, inspection notes) will support your case.

3. Is there a maximum restocking fee allowed?
Kapsule does not set a fixed percentage, but fees must be reasonable and align with consumer law. Excessive charges may be rejected.

4. Do I have to refund the original shipping cost with a partial refund?
For vendor-fault cases, yes. For change-of-mind cases, outbound shipping is not required unless required by local law.

5. Can I offer a partial refund without requesting the item back?
Yes. If appropriate, Kapsule can offer this option to the customer — especially for low-value goods where return shipping exceeds the item’s worth.

Related

• Inspecting Returns: Outcomes (Refund, Exchange, Repair)

• Dispute Resolution & Escalation (Kapsule Mediates)