As a blanket policy and rule, we do not refund or credit your store if you were to refund a customers order. We have invested our money into the ad spend that led to the order that we generated that you want to refund.
As a reminder, by default, we charge a 12% commission on sales before returns. Commission is charged on order value only. You are not charged commission on shipping costs. The commission rate also factors in an industry-average returns rate, meaning that commission is charged on all orders irrespective of returns that are made after the transaction is complete. There may still be intrinsic value to the transaction as you now have a lead (customer contact information) that you can use in your re-marketing efforts.
If you would like to speak to the team please get in touch via the chat icon at the bottom right or email [email protected]