Why am I being charged for rejecting an order?

Our non-fulfillment fee exists to reduce the number of cancelled orders

Your brand will be charged a non-fulfillment fee of £10 / $14 / €12 / A$20 / C$18, when an order is cancelled by the brand prior to fulfillment, e.g. due to incorrect stock levels, or where the incorrect item is dispatched. For instructions on how to correctly edit your stock levels, look here.

This amount will usually be offered to the customer in the form of a percentage discount in order to encourage them to successfully re-attempt a purchase. This fee will ultimately provide a benefit to both you as a brand and the customer, and better ensures the long-term success of the platform as a whole.