So I worked for a client who owns 7 Shopify stores.
They have a heavy backlog of unshipped orders and when the customer decides to ask for a refund due to the long delivery time, the policy is to charge these customers a refusal cost.
Is it legal?
When you refuse an order during delivery, you will be responsible for the cost of returning and processing the item(s) in your order. The cost of refilling is NOK 150 per order + PostNord shipping fee in Shenzhen of NOK 225.