Partial Compensations

Partial compensation is a tool that you can use to process refunds under the realFBS scheme. Now, instead of paying off the full amount, you can offer the customer to get some of their money back and keep the product.

This way customers will be less likely to return orders due to minor defects, and you’ll save on shipping costs.

How partial compensations work

1. A customer makes a request and specifies the return reason.

2. The request is displayed in your personal account: Logistics → Returns → New or FBS → Returns → New.

3. To offer the customer a partial compensation:

   1. Select the request from the list.
   2. Click Partial refund.
   3. Specify the amount that you’re ready to refund.

The compensation amount must be at least one ruble less than the product cost, but can’t be less than one ruble. For example, at a price of 1,600 rubles, you can compensate from 1 to 1,599 rubles.

4. The customer will be notified of your terms by the system and will have three days to make a decision.

If the customer accepts your offer, we’ll transfer the specified amount to them. The request status will change to Partial compensation was made, and we’ll reflect the accrual in your cash flow report.

If the customer rejects the offer or won’t make a decision on time, we’ll notify you via email. In this case, you’ll need to decide how to proceed with the refund request within three days. After that period, a refund will be automatically approved for orders under 1,800 RUB. If the order has a bigger worth, the products from it will be sent to you for inspection.

Possible solutions

• Offer a partial compensation once again. For example, offering a larger compensation amount. You can offer partial compensation no more than twice for one return request.

• Refund the entire cost and let the customer keep the product.

• Get the product at the return provider warehouse. This option is available for products over 1,500 RUB.

Rejecting a refund request may not be available once you offered a partial compensation.

If a customer doesn’t confirm the partial compensation amount, reconsider their request and make a decision based on the options available in your personal account.

Before making a decision, we recommend that you contact the customer to clarify whether they rejected the offer of compensation or simply overlooked it. To do so, you can use their mobile phone number or the Contact customer button. Both these options are available in the refund request.

Returning products after a partial compensation is paid

If the return terms and conditions are met, the customer will be able to reapply for a refund after receiving a partial compensation. In this case you won’t be able to offer them a partial compensation once again. If you approve the refund, the remaining cost will be transferred to the customer with the deduction of the compensation.