Translator Reviews ( Japanese → English )

Japanese

お客様から返品リクエストを受け、商品の状況を確認しお客様の都合による返品リクエストでしたので返品には20％の手数料が必要なことを伝えて、お客様も納得し返品を受け付けました。商品が到着し確認しましたが開封され使用されて若干の汚れもありましたが20％の手数料を引いて返金しました。しかしお客様は返金後20％の手数料が納得できないとメールがありました。20％の返品手数料を要求することは問題ありますか？また、返品手数料が発生することを明記した返品ポリシーのページはサイトにありますか？

English

We got a request of a refund from our customer, and then we checked the status of the product and accepted it after informing him (her) that since this refund is caused due to his (her) personal reasons, 20% of the price (of the product) will be deducted as commission. When we received the product from him (her), we found minor stains showing it had been opened and used, but we have given the money back after deducting the commission. However, (s)he wrote us that (s)he cannot accept the commission. In this case, do you think there is any problem for us to charge commission of 20%? Plus, do you have a page on your site that clearly states that refunds can possibly incur commission?