Retail Express by Maropost

Can you cancel a Sale and keep an Admin Fee?

You can handle sale cancellations with administrative fee retention in Retail Express, helping your retail operations recover processing costs while accommodating customer cancellation requests. This capability enables you to charge appropriate fees for cancelled orders when justified by your policies, which helps offset administrative costs while maintaining fair customer service practices.

Setting up cancellation fee procedures enables your retail operations to balance customer flexibility with business cost recovery, helping optimize financial outcomes when orders are cancelled. This helps retail businesses maintain fair cancellation policies that protect against losses from order processing while keeping customers informed of fee structures.

There may be times when you need to charge customers an admin or service fee, for example a restocking fee for cancelled Laybys, or when cancelling Special Orders. In these situations the products on the original sale are not yet fulfilled i.e. haven't been provided to the customer.

To charge an admin fee you will need to create a product in Retail Express for the Service Fee, and replace the product on the sale with the new Fee product instead. You won't need to Void or Cancel the sale.

Before you begin:

You will need to create a new product in Retail Express for the service fee. We recommend using the settings below.

Tip:For detailed information on creating a product refer to the Inventory - Create and Edit Products article.

Description	Restocking Fee payable on Return / Cancellation of Layby or Special Order
Supplier SKU	RestockingFee
Product Type	Miscellaneous Tip: You can create a new Product Type via Settings > Product Types
Supplier	Miscellaneous
Buy Price	$0
POS Price	$0

Cancelling the sale

To cancel the Layby you will need to:

Refund the sale - this will take you through several prompts then open the original sale
Add the new product created in the previous section
Increase the product price to the amount of the fee to charge the customer
Proceed through the Payment section to refund the remaining amount if required
Finalise the sale

Want more information? Find related products here:

Point of Sale Operations:

Sending Invoices In A Batch - Related point of sale operations operations
Add Comments And Notes To Sales - Related point of sale operations operations
Money In Out - Related point of sale operations operations