Set restocking fees for buyer-initiated cancellation
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Palmstreet enables reptile sellers to configure restocking fees for buyer-initiated order cancellations. This feature is particularly beneficial for sellers managing live or time-sensitive inventory, where cancellations may result in material loss or added logistical complexity.
When enabled, this feature allows sellers to:
Define and apply a restocking fee (5%–25%) for cancellations initiated by buyers.
Ensure buyers are notified of applicable fees both before purchase and during the cancellation process.
Automate refunds and order status updates, reducing manual effort and processing delays.
Go to Settings > Shop policies > Returns & exchanges in the Palmstreet app
Toggle “Charge restocking fee” ON
Set the desired fee percentage (5%–25%, default is 15%)
Note: The restocking fee applies only to buyer-initiated cancellations submitted before shipment, and is calculated based on the item subtotal only, excluding shipping. If the seller initiates the cancellation, no restocking fee is applied and a full refund is issued.
To ensure transparency and reduce disputes, the configured restocking fee is shown to buyers in the following locations:
Shop Guidelines Page
LIVE Show – included under “Shipping & Policies”
Listing Pages – within the “Returns and Exchanges” section
During the cancellation request process, buyers are required to:
Select a cancellation reason
Review the order cancellation summary, including the applicable restocking fee
Once a cancellation request is submitted:
A notification is sent via Message.
Tap “Review request” in the message preview to open the request and respond.
Alternatively, tap the item to open the Track order page for full order details. Then select “Review cancellation request” to proceed.
Note: Selecting “Cancel order” will initiate the seller-initiated cancellation flow, which issues a full refund and does not apply a restocking fee.
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