How to remove the label generation fee?

Overview

When a shopper returns items with a pre-paid label, Synctrack calculates a label fee — the cost of creating the pre-paid return shipping label. If you prefer to cover this cost yourself instead of charging the shopper, you can remove the fee in these ways:

Let your store cover the label for all returns
Cover the label only for specific returns (for example damaged or wrong items)
Remove the label fee when issuing a Refund

Let your store cover the label for all returns

Go to Settings -> Fees -> Return shipping label fee.
Turn off or delete every rule where Who pays is Customer, or edit the rule to Merchant with 100%.
Save. With no active rule that charges the shopper, your store covers the label cost: shoppers see no label fee on the return page and their refund is not reduced.

Note: this replaces the "Return shipping payment" setting in Settings -> Shipping & Delivery -> Return shipping method. Your previous choice was converted into a rule automatically: "Customer pays" became the rule "Customer pays the return label", and "Merchant pays" became the rule "Store covers the return label".

Cover the label only for specific returns

To offer a free label only when the return is your store's fault, add a rule with conditions above your other rules. For example:

Store errors — Condition: Return reason is any of Arrived damaged, Received wrong item, Defective → Who pays: Merchant, 100%
All other returns — No conditions → Who pays: Customer, 100%

Rules are checked from top to bottom and the first match is used. Learn how to set up Return shipping label fee in Configure Fee for Return request.

Remove label generation fee when issuing a Refund

After approving the request and clicking Refund, locate the Label generation fee on the refund request page.
Uncheck the box next to Label generation fee (Original price: $X.XX) to exclude this fee from the refund amount.

=> By unchecking this option, the fee will not be charged to your customer, and your business will cover the label cost instead.

Removing the label generation fee ensures a more customer-friendly return experience, especially in cases where you want to offer free returns as part of your store policy.

Who can use this feature?

Available on Starter Plan

Updated on: 23/09/2026

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