# Returns and deposits

When a rental comes back, record how it came back. DueBack works out any late and damage fees, keeps them from the deposit and refunds the rest through Shopify. If the fees are more than the deposit, it sends the customer an invoice for the difference.

## Record a return

Open the booking and click **Mark returned**. Fill in:

- **Returned on**: the day it came back. It can't be before the start date.
- **Condition**: **OK** (back as it went out), **Minor damage** (cleaning, a small repair), **Major damage** (needs a real repair before the next rental) or **Lost** (not returned, or beyond repair).
- **Damage fee** (Growth plan): choose a preset or **Custom amount**, with an optional note.
- **Photos** (Growth plan): keep up to 5 photos of each return with the booking.

The summary shows the deposit paid, the fees and the result before you confirm.

## Fees

- **Late fee:** set a **Late fee per day** under **Settings → Returns**. It is charged for each day after the return day, per item. Use 0 for no late fee.
- **Damage fees:** save up to 20 **Damage presets** under **Settings → Returns**, such as *Dry cleaning* or *Broken zip*, and pick one on the return form.

You can set fees on any plan. They are charged on returns once you are on the Growth plan or above.

## Settlement

| When | DueBack |
|---|---|
| No fees | Refunds the whole deposit. |
| Fees less than the deposit | Keeps the fees from the deposit and refunds the rest. |
| Fees more than the deposit | Keeps the whole deposit and creates a draft order for the difference, with its invoice emailed to the customer. |

Refunds go back to the original payment method on the order's deposit line, with a note such as *DueBack: deposit refund for #1042, 15.00 USD in fees kept*. The customer gets one email from DueBack with the breakdown; Shopify's own refund email isn't sent. The booking then moves to **Closed**.

## Refunds DueBack can't make

Some orders can't be refunded automatically: manual payments (cash, bank transfer, cash on delivery), payments that were authorized but never captured, split payments, orders with no payment, and deleted orders. The booking stays **Returned** with a note in its history and two actions:

- **Retry settlement** after you fix the payment in Shopify.
- **Mark settled** once you have refunded the customer yourself. This doesn't move money or send the deposit email.

## Photos

Photos are converted to JPEG, at most 2000 pixels and 8 MB each, and stored privately; only staff signed in to DueBack can see them. You can delete a photo from the booking at any time.

## Return report

**Return report** on a booking opens a printable page with the booking, its return and the text of the rental agreement the customer accepted. Use it if a customer disputes a fee.