Buy Zero Restocking Fee

Feature Overview

The Buy Zero Restocking Fee charges shoppers only if they return all the items they tried and is a tool to help ensure order profitability. This feature encourages shoppers to try more items to find something they love while deterring low-intent shoppers who do not plan to keep anything.

Set Up Instructions

1. In Merchant Portal, navigate to the Controls > Payment Capture tab.
2. In the Non-Refundable Fees card, click Add Fee.
3. Fill out the fields in the modal that appears.
   1. Name the fee, e.g. "Buy Zero Restocking Fee," and include an optional description for internal reference.
   2. For the Non-Refundable Type, select Zero Keep Items.
   3. Set the fee amount. We recommend accounting for the shipping and returns costs incurred for processing a buy zero order to ensure order profitability. Typically, this ranges between $8 and $20.
4. Click Save Fee to finalize the setup.

Next Steps: Optimizing the Shopper Experience

To ensure the success of the Buy Zero Restocking Fee, it's important to take these additional steps:

1. Communicate the fee upfront to shoppers
   1. Clearly disclose the Buy Zero Restocking Fee upfront, as it influences shopping behavior. Shoppers are more likely to add additional items to their cart to increase the chance of keeping something and avoiding the fee.
   2. The most common place merchants will include this language is in checkout and in their returns policy. Suggested language: "Keep something? Returns are free! Keep nothing? Just an $10 restocking fee." See this article for how to make checkout language edits.
2. Make any needed adjustments to your existing returns fees
   1. If you offer free returns normally, then no action is needed.
   2. However if you charge a returns fee through your RMS platform, set up a workflow to waive that fee for TryNow order to prevent double-charging shoppers. See below for an example of this workflow in Loop:

FAQs

Question: What if my orders include products that are never eligible for return, such as an Order Protection SKU? This SKU might make it seem like the shopper kept something, but I don't want it counted as a kept item.

Answer: You can configure our system to exclude these products from being considered as kept items. Here's how:

1. In Merchant Portal, navigate to the Controls > Returns tab. Locate the Zero Keep Fee Exempt Products card.
2. Click Add Product and search for the product by its title or ID.
3. Select the product you want to add and click Save.