if I send a replacement product but they don't return the item being replaced, do they get charged for the replacement?

Hi @Seller_5S77ehtlGIA21,

For damaged plants, you have two options - and given the nature of your product, the second option likely makes more sense:

1. Standard replacement process: According to the 'Replacements for seller-fulfilled returns' page, when you send a replacement, it's a "zero-value instant replacement order." If the customer doesn't return the original damaged plant within 30 days, you'll automatically get reimbursed (this appears in your Payments page about 7 days after the 30-day period).
2. Returnless replacement: Since you're selling plants, setting up "returnless replacements" is probably more practical (see the 'Returnless resolutions for seller-fulfilled returns' page). This allows customers to keep the damaged plant while you send a replacement - saving you from dealing with returned plants that can't be resold and reducing shipping waste.

I hope this helps.