Customer Fees

overview instant refunds and instant exchanges are free for customers to access and use when they follow the return process correctly there are no upfront fees charged to a customer when lodging or receiving an instant resolution fees are only applied in specific scenarios where the return process is not completed in line with the required timeframes or conditions please note customers are made aware of these fees during the refundid lodgement flow & are sent numerous notifications and reminders post lodgement about these timeframes when fees may apply customer fees may be applied if the return is not completed as required after an instant refund or instant exchange has been issued label not lodged if a customer receives a return label does not lodge the parcel at the post office within 7 days (they just need one scan from the carrier, it doesn't need to have been delivered to you) the return will be declined , and a decline fee will be applied to the customer tracking number not provided if a customer chooses to self ship and does not purchase a return label the customer has 3 days to provide a valid tracking number if a tracking number is not provided within this period, the customer is granted an additional 3 day grace period fees apply during this additional 3 day window if a tracking number is still not provided after the grace period the return is declined a decline fee is applied other scenarios where fees may apply fees may also be applied if the customer cancels the return after lodging the retailer declines the return upon receipt the return is declined at any point after lodgement these fees are applied to recover costs associated with facilitating the instant resolution fee details a full breakdown of applicable fees, including amounts and scenarios, is available in the fee outline here https //static refundid com/docs/feeoutline pdf https //static refundid com/docs/feeoutline pdf