[Translation from Japanese to English ] You requested to return the product so we have checked the product situation....

Original text

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？

Translation / English

You requested to return the product so we have checked the product situation. As it was a return request due to your own circumstances we told you that 20% charge for service will be required and you agreed to it so we accepted returns. When we checked the returned product, we found that the product was opened and used and it was stained a little, but we gave a refund after deducting 20% charge for service. However, you sent us an email saying that you are unhappy with the 20% charge for service. Is there any problem for us to require 20% charge of service for returned products? Also, can you find the return policy that explains about the charge for service required for returned products on the website?

Translation / English

I got request for item return from my customer, and I checked the item's condition and I told that There must be 20$ handling fee for the item return. The customer agreed and we agreed on the item return.I checked the item after it arrived, I refunded except 20% fee although the item was already opened and used. But there was an e-mail from the customer that he couldn't agree with 20% handling fee.
Is there any problem charging him 20% fee??
And is there any web page on the site that says 20% fee will be charged for the item return?

Translation / 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?

[deleted user]- almost 12 years ago
訂正します。下記をご参照ください。失礼しました。

I got a request of a refund from my customer, and then I 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 I received the product from him (her), I found minor stains showing it had been opened and used, but I 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 me to charge the commission of 20%? Plus, do you have a page on your site that clearly states that a refund can possibly incur commission?